Job Title: Enterprise Support – Platinum
Hiring Organization: Safaricom
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Telecommunication
Job Type: Full
Time
Salary: KES
Date Posted: 05/13/2024
Job Description
Reporting
to the Enterprise Premium Support Manager- the holder of the position will
perform complex EBU 1st and 2nd Line technical support operations for global
enterprise customers as well as support digital services as per respective
portfolio, perform 2nd line support for escalations from the Enterprise
Customer Support team and liaise with internal stakeholders and partners to
offer permanent solutions to recurring problems.
Responsibilities
- Handle
escalations from Safaricom Enterprise Platinum customers, its partners and
Safaricom special projects;
- Research,
review and recommend emerging technologies and innovative customer
solutions and liaise with stakeholders for technology adoption to maximize
service availability;
- Oversee
fixed data partner engineers support and effectively liaise with internal
subject matter experts-level 3 support players to diagnose, troubleshoot,
and repair complex customer issues;
- Perform
capacity monitoring and reporting on individual client circuits as well as
network resources;
- Perform
scheduled preventive maintenance for proactive support for global
customers;
- Perform
root cause analysis on issues to avoid recurrence;
- Escalate
and follow up issues with NOC and relevant backend teams;
- Effectively
communicate ticket status, service outages and escalate as per established
customer support and escalation matrix.
- Ensure
all customer solutions are documented;
- Ensure
all running configurations are backed up; Ensure all Preventive and
restorative procedures are documented and adhered to.
- Ensure
communication progressively and properly done to all stakeholders Weekly
and monthly reporting on link performance role requirements;
- Employ
Data science analytics tools to simplify and Analyze Enterprise Edge IP
network logs to resolve and report running faults before they become
service affecting.
- Lead
Digital Empowerment of Customer facing teams to improve customer SLA and
significantly reduce BAU escalations to Backend Infrastructure team.
- Lead
agile collaboration activities with digital NOC team and participate in
End to End EBU automation project squad.
- Optimize
and monitor alerts on the Enterprise IP core and follow up on resolutions.
- Be
a custodian of network documentation and improvements of the versions.
- Spares
tracking and management in liaison with the responsible sections in the
company for the IP devices in use.
- Fix
network faults on the transport network serving the Enterprise IP network
in co-ordination with the regional networks Ops team.
- 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
- Liaise
with vendors and fiber providers for resolution of the network faults
within the agreed timelines.
- Track
QOS affecting parameters e.g. utilization and latencies on the last mile
network serving enterprise customers and ensure proactive resolutions.
- Hold
regular service review meetings liaising with EBU account management teams
with enterprise customers as per portfolio
- Work
closely with the customer experience teams to drive NPS
Qualifications
- Degree
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 Network Connectivity Certifications on professional level .i.e. CCIP,
CCNP, CCVP, CCSP HCNP, HCIP, CWNP and above.
- Strong
understanding of emerging digital technologies: SDWAN, IoT, Managed
Security Services (Cisco ASA/Fortinet/Cyberoam/SOPHOS), AWS, Microsoft
Azure, VMware, IoT, Telematics, RPA. Certifications and practical hands-on
experience on the same is an added advantage.
- Basic
knowledge in Python, Java, Kubernetes. Certification on the same is an
added advantage
- CISA,
CISM, CEH certifications are an added advantage
- Strong
knowledge of microwave and fiber transmission and access technologies i.e.
TDM,SDH plus experience with vendors like Rad
- Ability
to manage/troubleshoot a large Service provider Transmission& IP
network
- Conversant
with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM),
VLANs, IP QOS, Triple play services.
- Knowledge
in ISP services; DNS, SMTP, POP3, RADIUS/PPPoE, Web Hosting,
- Knowledge
of data networking and networking protocols in reference to the WAN and
LAN environments.
- General
knowledge in all layers of data communications, customer applications and
associated technologies.
- Knowledge
and experience with network operating systems such as Cisco IOS, IOS-XR,
IOS-XE and Huawei OS
- Candidate
should demonstrate deep and wide knowledge ITIL, Agile, SCRUM, DevNet
frameworks and relevant certifications
- Strong
technical analysis, troubleshooting, and problem resolution skills,
including research of customer issues, issue re-creation, and log file
analysis and experience in offering technical support to enterprise
customers
- Strong
work ethic; Capability to influence cross-functional teams and to build
trust with team, clients, and internal departments; Capacity to learn
quickly and adapt to changing priorities;
- Ability
to understand and communicate highly complex technical issues; Commitment
to quality.