Engineer – Problem Management
We
are pleased to announce the following vacancy for Engineer – Problem
Management in the Technology Division. In keeping with our current business
needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Manager –
Problem Management, the position holder will be responsible for tracking
initiatives to prevent problems and resulting incidents from happening, to
eliminate recurring incidents and to minimize the impact of incidents that
cannot be prevented. Spearheading Continuous Service Improvement through co-ordination,
evaluation, execution, and monitoring of quality initiatives.
Key Responsibilities
- Problem
detection, problem logging, problem categorization and problem
prioritization.
- Problem
Investigation and diagnosis through Root Cause Analysis.
- Problem
Resolution, Problem Closure and Documentation.
- Participate
in Problem Review meetings.
- Identifying
problem trends, thoroughly documenting resolutions and/or workarounds.
- Proactive
Problem management through identifying operational issues, incident/quality
related recurrences, and process bottlenecks.
- Participate
in ITIL Problem Management Process implementation within Technology.
- Participate
in the definition of Service Improvement Plan, Measurable Targets and
Success Criteria for Network Quality Initiatives.
- Participate
in the identification Network Quality Initiatives in line with Technology
objectives, working in liaison with other Technology Departments.
- Tracking
and monitoring of Continuous Service Improvement Initiatives.
- Participate
in CSI problem definition, tracking and reporting.
- Monitor
implementation of health checks recommendations
Qualifications
-
Degree in Electrical & Electronics / Telecommunications / Computer
Science or Information Technology
- 4
– 6 years BTS network rollout experience. At least 3 years in GSM related
works.
- Strong
written and verbal communication, with an ability to articulate issues
simply, concisely, accurately, and clearly for both technical working
teams and executives,
- 2-3
years IT Service Management experience with knowledge of IT platforms,
Operating Systems, User Support and Safaricom Systems,
- Good
knowledge of ITIL 4 Practices is a must.
- Strong
analytical skills with the ability to use data-driven techniques, analyze
and interpret data to drive meaningful insights and continued focus on
Continuous Improvement to Senior Management,
- Multi-tasking
– can manage several concurrent initiatives with pace and prioritize
demands whilst maintaining composure,
- Ability
to approach problems logically and with good judgment to ensure the
appropriate outcome,
- Knowledge
of Jira or Confluence,
- Knowledge
of analytical tools such as Power BI,
- Participating
in Projects.
- Strong
attention to detail, keen problem-solving skills, with experience
performing impact and root cause analysis, recommending solutions, and
supporting resolution efforts,
- Personal
maturity, personable, credible, professional presence, Coordinative
authority, Calm under pressure,
- Ability
to work professionally with other teams and individuals to deliver timely
outcomes,
- Formal
training and experience in a structured problem analysis method is an
asset such as Lean Six Sigma or similar methodology,
- Ability
to translate technical information into an executive-level report,
- Ability
to think outside the box, talk openly and ask tough questions; looking for
solutions that put customers first,
How to Apply