Engineer Fixed Service Assurance Job Safaricom

Detailed Description 

Reporting to the Snr Manager, Service Assurance, the position holder will have the following key responsibilities;

Key responsibilities: 

• Drive the adoption and develop KPIs in the Fixed domain for Home and Enterprise. 
• Drive the adoption and lead KPI performance development in new growth areas, such as IoT and Fixed Wireless Access via both 5G and 4G. 
• Lead automation efforts for Fixed Services KPIs using Power BI and Tableau. 
• Formulate and implement plans to achieve a superior service experience across all Fixed Services platforms. 
• Develop a Fixed assurance strategy aligned with the Digital Telco strategy to ensure it is fit for the future. 
• Provide analytical, data-driven information alongside strategy recommendations, documentation, and presentations. 
• Create a Fixed service assurance strategy aligned with the Digital Telco strategy to ensure it is fit for the future. 
• Benchmark Fixed Services through crowdsourcing or using an appointed partner. 
• Create a customer experience roadmap for all Fixed services. 
• Perform Fixed Network Quality assessments, such as Node/Interface utilization and stability, document degradation, and follow up until resolution. 
• Analyze other Fixed customer touchpoints, such as call center demand and NPS verbatim responses, to draw actionable insights and resolve outliers. 

Qualifications: 

• Degree in /computer science/IT/Engineering/Business related.  
• Highly analytical skill 
• Strong business acumen and mindset 
• 1year experience in Fixed/Enterprise environment  
• Ability to persuade stakeholders and to champion effective techniques through delivery 
• Ability to drive initiatives without any formal authority in an ambiguous environment

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