Job Title: Engineer –
Problem Management
Hiring Organization: Safaricom
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Telecommunication
Job Type: Full
Time
Salary: KES
Date Posted: 05/27/2024
Reporting
to the Manager – Problem Management the position holder will track initiatives
to prevent Problems and resulting Incidents from happening, to eliminate
recurring Incidents and to minimize the impact of Incidents that cannot be
prevented.
He/ She will spearhead continuous service Improvement through co-ordination,
evaluation, execution, and monitoring of quality initiatives.
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