Principal Service Quality Engineer - SAFARICOM

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.

If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below.

The deadline for application is Monday 5th September 2011.

The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi

Via email to: hr@safaricom.co.ke