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Information technology, software development, data Jobs in Kenya

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SAFARICOM

Specialist - Enterprise ICT Customer Support

Nairobi, Kenya

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Microsoft

Principal Engineering Manager

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Nairobi, Kenya

Pathfinder International

Senior Advisor, Global Information Technology

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Employd Staffing Solutions

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Data Scientist

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GiveDirectly, Inc

Senior Software Engineer

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SAFARICOM

Specialist - Cloud Solutions Architect

Nairobi, Kenya

Specialist - Enterprise ICT Customer Support

Closing: May 29, 2024

2 days remaining

Published: May 23, 2024 (5 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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QUALIFICATIONS
  • Degree in Telecoms, Engineering, IT, Physics or Math or any other relevant qualification.
  • Minimum 3 years’ Experience in a busy ISP/Telco in managing large IP & Transport networks.
  • Must have Cloud and Domain Certifications on professional level .i.e. CCIP, CCNP Cloud, Microsoft Certified: Azure Administrator Associate, HCIP-Cloud Service Solutions Architect, AWS Architect, AWS Certified Cloud Practitioner and above.


Responsibilities
QUALIFICATIONS
  • Degree in Telecoms, Engineering, IT, Physics or Math or any other relevant qualification.
  • Minimum 3 years’ Experience in a busy ISP/Telco in managing large IP & Transport networks.
  • Must have Cloud and Domain Certifications on professional level .i.e. CCIP, CCNP Cloud, Microsoft Certified: Azure Administrator Associate, HCIP-Cloud Service Solutions Architect, AWS Architect, AWS Certified Cloud Practitioner and above.


  • Reduce customer repeat callers due to downtimes and faults on ICT Services for Enterprise customers.
  • Lead and champion ICT Services capacity building effort to scale.
  • Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend team.
  • Optimize and monitor alerts on the ICT Services systems and track resolutions.
  • Define ICT Services Performance management metrics to measure success criteria and lead optimization efforts.
  • Hold regular service review meetings liaising with EBU account management teams with enterprise customers as per portfolio
  • Work closely with the customer experience teams to drive NPS 
  • Co-ordinate proactive exercises on solutions offering to customers to ensure optimal performance and reduce possibilities of service outages in co-ordination with internal backend teams and support partners.
  •  Lead collaborative effort with stakeholders to create ICT center of excellence, build competence for scale.
  • Define, review and Optimize Enterprise ICT Services Support processes and documentations.


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