Safaricom Limited Senior Operations Support Engineer Job in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya. 

We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. 

At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

Senior Operations Support Engineer

Ref: TECHNOLOGY-SOSE-JULY-2013
 

We are pleased to announce the following vacancy in the Regional Operations Department within the Technology Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
 

Reporting to the Senior Manager - Operations Support, the position holder will support the Senior Manager Operations Support in the achievement of operational excellence in all the managed services functions to meet and exceed network availability as a key KPI and to exceed other business requirements. 

This include; support contract Management, Quality Assurance and compliance of all outsourced Managed Service activities, project management and coordination within the department, internal SLAs and OLAs administration, maintenance, logistics and security requirements associated with the Safaricom BTS and MSR sites.

Key Responsibilities:

• The SPOC for all Project management, liaison and coordination within the regional operations department, with internal stakeholders and amongst the managed services partners (MSPs);
• Development of project requirements documentation, tender documentation (technical scope specification, SLA deliverables and approval sign-offs), project implementation phases supervision and close-out;
• Formulation of contract SLA, KPI deliverables and penalty situations for non-adherence including regular reviews of their effectiveness for all support contracts within RNO;
• Contracts support and development of quality assurance processes for managed services relevant to the regional operations;
• Continuous performance monitoring of all Managed Service Partners (MSPs) against the KPIs and SLA for Preventative, Corrective maintenance and project activities;
• Continuous formulation with the support of service providers on ways of improving performance;
• Regular Quality Assurance and Performance Audits of all Managed Service Partners (MSP) in all the regions;
• Regular formulation of best practice guidelines on preventive maintenance for outsourced activities within the regional operations department. Continuous assessment of compliance levels, reporting and ensuring action plans are fully executed;
• Coordination of quarterly and annual contract performance evaluations including formulation and regular reviews of the performance evaluation criteria. In addition carryout due diligence assessment of the vendor critical facilities relevant to the scope of works;
• Weekly analysis and reporting of contractor performance against set KPIs and SLAs (Network Unavailability Ratio (NUR), Network Availability, Recurrent Site Failure Rates e.t.c;
• Drive Health& Safety Compliance requirements amongst the Managed Service Partners including conducting regular health & safety audits and coordinating awareness creation;
• Management of support contracts, internal SLAs and OLAs including security and other support contracts;
• Manage operational excellence amongst the MSPs through regular evaluation of costs against NOPEX budgets, identification of inefficiency sources, optimization and implementation of solutions;
• Collection, analysis and storage of updated NOPEX monthly figures for all outsourced services centrally;
• Establish and maintain a database of all site inventories relevant to the outsourced activities;
• Drive attainment of efficiencies through automation of processes/activities/reports;
• Contract governance, processes and procedures administration.

Role requirements;

• Degree in electrical and electronics engineering or telecoms engineering or mechanical engineering;
• 4 years working experience in a technical role in operations and maintenance of which 2 should be in a managed services environment within a mobile telecommunications operator
• Good communication, analytical and interpersonal skills.

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Tuesday 30th July 2013.

The Head of Talent and Resourcing,
Safaricom Limited
Nairobi 

via E-mail to hr@safaricom.co.ke