We are pleased to announce the following vacancy in the Service Assurance and Quality Department within the Technology Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Principal Service Quality Engineer
Ref: TECHNOLOGY_ PSQE _AUGUST 2011
Reporting to the Senior Manager Network & Service Assurance, the holder will offer leading strategic plan in Contract management, SLA enforcement, Problem management and technical leadership in performance management of all Safaricom IT applications.
Key Responsibilities
- Proactively monitor and report on system health, access security, and Tech/IT applications / support center duties, change management process enforcement, administration, and customer user support;
- Ensure systems availability and SLA/OLA monitoring for internal and external support analysts/engineers;
- Ensure monitoring tools are implemented as per IT standards e.g. ITIL in the SOC;
- Ensure SLA’s/OLA’s are implemented with Business Units, Vendors and various Support Teams;
- Maintain all process, procedures, work instructions and ISO documents and ensure they are followed;
- Ensure associated records are maintained including system architecture records, technical and functional specifications;
- Ensure professional coding schemes are used in all the products and there are continuous process reviews and reengineering;
- Maintain output records and policy implementation and ensure ease of accessibility of static and dynamic process records;
- Carry out due diligence during project phases and run quarterly surveys that give performance index;
- Establish customer comfort parameters with business applications;
- Ensure problem management is carried out by reviewing incidents, ensuring root cause analysis is carried out, action plans are identified and implemented;
- Maintain an inventory of problems under analysis and their current progress and status against action plan timelines;
- Provide monthly Problem Management trend analysis reports on incidents;
- Coordinate meetings with service owners to resolve problems.
Minimum requirements
- Bsc. Computer Science, B Eng Telecommunications or related field;
- Minimum of 6 years experience of which 3 years MUST be in Systems development or Support role;
- UNIX/Microsoft certifications are an added advantage;
- Knowledge of integrated systems and enterprise systems such as ERP, CRM;
- WAN and LAN appreciation and technologies;
- ITIL and software quality assurance Certification preferred;
- Programming skills in any 4GL or a functional programming language e.g. SQL;
- Highly developed analytical thinking skills;
- Ability to role-model and manage customers and fellow team members – negotiation skills;
- Appreciation of basic accounting knowledge preferred;
- Good Knowledge in GSM/UMTS.
The deadline for application is Monday 5th September 2011.
The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi
Via email to: hr@safaricom.co.ke
