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Specialist - Enterprise ICT Customer Support
4 months ago
ABOUT THE COMPANY
Safaricom, Ltd is a leading mobile network operator in Kenya. It was formed in 1997 as a fully owned subsidiary of Telkom Kenya. In May 2000, Vodafone Group Plc of the United Kingdom acquired a 40% stake and management responsibility for the company. Safaricom employs over 1,500 people mainly stationed in Nairobi and other big cities like Mombasa, Kisumu, Nakuru and Eldoret in which it manages retail outlets. Currently, it has nationwide dealerships to ensure customers across the country have access to its products and services.
JOB SUMMARY
QUALIFICATIONSDegree in Telecoms, Engineering, IT, Physics or Math or any other relevant qualification.Minimum 3 years' Experience in a busy ISP/Telco in managing large IP & Transport networks.Must have Cloud and Domain Certifications on professional level .i.e. CCIP, CCNP Cloud, Microsoft Certified: Azure Administrator Associate, HCIP-Cloud Service Solutions Architect, AWS Architect, AWS Certified Cloud Practitioner and above.
RESPONSIBILITIES
Reduce customer repeat callers due to downtimes and faults on ICT Services for Enterprise customers.Lead and champion ICT Services capacity building effort to scale.Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend team.Optimize and monitor alerts on the ICT Services systems and track resolutions.Define ICT Services Performance management metrics to measure success criteria and lead optimization efforts.Hold regular service review meetings liaising with EBU account management teams with enterprise customers as per portfolioWork closely with the customer experience teams to drive NPS Co-ordinate proactive exercises on solutions offering to customers to ensure optimal performance and reduce possibilities of service outages in co-ordination with internal backend teams and support partners. Lead collaborative effort with stakeholders to create ICT center of excellence, build competence for scale.Define, review and Optimize Enterprise ICT Services Support processes and documentations.
REQUIRED SKILLS
Software architecture, Testing and debugging, User experience (UX and UI) design, Digital content development and editing (social media, blogs, etc.), Database query languages (SQL, others)
REQUIRED EDUCATION
Bachelor's degree
