Job Title: Dealer Operations IT Support Lead
Hiring Organization: Safaricom
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Telecommunication
Job Type: Full Time
Salary: KES
Date Posted: 06/08/2024
Brief
Description
Reporting
to the Cluster Technical Tribe Lead, Channels IT, the job holder will maintain
and operates Safaricom’s digital platforms, provide technical guidance to
ensure high standards in system design, quality management, Quality Management,
SRE Principles, DEVOPS Practice, Change Management, Security & Compliance,
Monitoring and Performance Optimization, Documentation and Collaboration with
other teams.
This role
combines strategic planning, technical skills, and user-centered design to
create engaging digital experiences. They’re also responsible for ensuring the
stability of all Digital Channels platforms by building and maintaining robust
Portals, Chatbots, and Apps ecosystems for Safaricom customers.
Key Responsibilities:
Business
Delivery:
Responsible
for all Digital Channels (Self-Service) business projects by resourcing and
leading virtual teams across IT
Responsible
for delivering 99% of the projects on time
Responsible
for ensuring project stability within max 48 hours
Ensure
agile is implemented in at least 100% of the projects
Maintain
an accurate registry of all business projects with various statuses and ensure
business teams are appraised at all times
Agree
with Tribe Lead & Product Owners on projects KPI’s, milestones and
timelines
Leadership:
Attend
business strategy meetings to ensure IT is aligned with business needs
Regular
team and one-on-one engagements
Build the
team skillset according to the fit for future program
Team
performance management
Provide
budget inputs for business solutions.
Attend BU
strategy sessions
Weekly
Delivery reporting to Tribe Lead and Product Owners on the status of their
deliverables
Business
Analysis:
Responsible
for gathering, detailing and documenting all business requirements
Ensure
sensible consensus is reached for all requirements/specifications and help
Business Units , IT, CXX, Corporate Security and test leads to have the same
mutual understanding
Ensure
test plans cover all aspects of Business Requirements and existing business
rules
Solutions
Design:
Responsible
for Solutions Design to meet business requirements and non-functional
requirements
Enforce
Safaricom Architecture Golden Rules on all digital channels solutions
Ensure
all digital channels solutions adhere to the defined Safaricom Architecture
KPI’s
Drive
reuse on all technical and business functionality designed and no duplication
of business components
Collaboratively
oversee the development/configuration of solutions as per agreed designs
Provide
solution architecture input into all new system tenders
IT
Operations and Support
Manage
all digital platforms’ operations and ensure they are running smoothly.
Establish
processes for Site Reliability Engineering (SRE) in the digital channels
domain.
Maintain
operational excellence by actively maintaining, supporting, developing, and
implementing services. This includes monitoring, scripting, automation, and
using modern tools to keep platforms up-to-date.
Ensure
the stability and uptime of all digital channel applications, meeting
performance goals.
Handle
problem and incident management by providing support and addressing issues
within agreed-upon timeframes.
Define,
measure, monitor, and report on key indicators of system reliability. Escalate
any breaches and violations, aiming to improve capabilities and meet customer
needs.
Proactively
monitor all channel IT applications and service logs. Troubleshoot and respond
to issues raised by users.
Use AI
tools for proactive monitoring and identifying performance issues affecting
applications and services.
IT
Planning
Deployment
of software patches to platforms and applications within channels after proper
identification, documentation and testing.
Maintaining
of all Apps, Portals and Chatbots within the channels domain at version n-1 by
planning and conducting timely version upgrades.
Capacity
planning and management by the assessment of current and future resource needs
while maintaining service levels.
Quarterly
BCP planning and execution on all platforms within the Channels ecosystem.
Partners’
IT Support Strategy
Develop
and execute a comprehensive partners’ IT support strategy aligned with
organizational goals and dealer and franchise needs, prioritizing initiatives
to improve digital engagement and drive business outcomes.
Creation
of processes that ensure highest service levels and partner NPS as per business
targets.
Definition
of SLAs and OLAs with internal and external technology partners
Partner
IT Operations and Support
Serve as
the primary IT services point of contact for dealer and franchise outlets.
Addressing
technical inquiries and providing resolution and feedback within SLA.
Liaise
with other IT functions in resolving escalated tickets within SLA.
Providing
IT support related to systems operational processes and policies.
Resolution
of localized system issues affecting Safaricom partners within SLA. Proactively
resolve similar incidents.
Responsible
for proactive maintenance across all the franchise outlets ensuring the service
levels of the end user devices at the franchise outlets are met.
Ensuring
all end user device incidents are resolved within SLA.
Generate
reports on tickets, analyze trends, and identify opportunities for optimization
and improvement and share with service owners for resolution.
Adhere
with the Vendor management processes and standards of Safaricom.
Channel
Development and Enhancement
Lead the
development, enhancement, and optimization of digital channels, including
websites, mobile applications, portals, social media platforms, chatbots, and
other digital touchpoints in the dealer and franchise ecosystem.
Conduct
thoughtful and valuable stakeholder engagements (Users) to elicit feedback on
systems use / improvement needs and translate the same into business
requirements to guide automation opportunities.
Compliance
and Security
Ensure
Dealer Support Analysts comply with relevant laws, regulations, and industry
standards related to data privacy, security, accessibility, and digital rights
management.
Adhere to
Data Protection Act and Safaricom Code of Ethics for Employees with Privileged
Access with regards to all Data.
Implement
measures to protect user data, secure transactions, and mitigate exposure to
cybersecurity risks.
Stakeholder
Management and Collaboration
Collaborate
with regional & partner management teams to embed business processes and
routines, driving full adoption and use of partner systems to derive desired
business outcomes.
Support
the resolution of dealership and franchise escalations and complaints, working
closely with stakeholders to ensure prompt resolution and customer
satisfaction. Formal tracking of recurring issues and ensuring permanent
closure.
Collaborate
with internal teams to ensure timely resolution of issues affecting dealership
and franchise outlets.
Continuous
Improvement and Innovation
Skills
and capability development of the dealer support analysts on industry trends
and best practices in dealership and franchise operations, contributing to
continuous improvement initiatives.
Identification
of opportunities for service improvement and following through to adoption.
Qualifications
Degree in
Science/computer science/Engineering/Business related.
5+ Years’
Experience in SRE Practice
5+ years’
Experience in Technical Leadership of large IT organization
Experience
in delivering solutions using AI , RPA , Cloud and Bots.
Certification
in Solutions architecture, Business Analysis & Agile Project Management
will be an added advantage
Strong
business acumen and mindset – with bias to Consumer domains
5+ years
experience of software development experience in a busy IT development
environment, 2 years of which must include experience in Business Analysis and
Systems design.
Team
player who is skilled at building up and managing stakeholder relationships
successfully
Ability
to persuade stakeholders and to champion effective techniques through delivery