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Enterprise Support - Platinum

Closing: May 20, 2024

2 days remaining

Published: May 14, 2024 (4 days ago)

Job Requirements

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Job Summary

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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 Network Connectivity Certifications on professional level .i.e. CCIP, CCNP, CCVP, CCSP HCNP, HCIP, CWNP and above.

and/or

  • Strong understanding of emerging digital technologies: SDWAN, IoT, Managed Security Services (Cisco ASA/Fortinet/Cyberoam/SOPHOS), AWS, Microsoft Azure, VMware, IoT, Telematics, RPA. Certifications and practical hands-on experience on the same is an added advantage.
  • Basic knowledge in Python, Java, Kubernetes. Certification on the same is an added advantage
  • CISA, CISM, CEH certifications are an added advantage
  • Strong knowledge of microwave and fiber transmission and access technologies i.e. TDM,SDH plus experience with vendors like Rad
  • Ability to manage/troubleshoot a large Service provider Transmission& IP network
  • Conversant with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM), VLANs, IP QOS, Triple play services.
  • Knowledge in ISP services; DNS, SMTP, POP3, RADIUS/PPPoE, Web Hosting, 
  • Knowledge of data networking and networking protocols in reference to the WAN and LAN environments.
  • General knowledge in all layers of data communications, customer applications and associated technologies.
  • Knowledge and experience with network operating systems such as Cisco IOS, IOS-XR, IOS-XE and Huawei OS 
  • Candidate should demonstrate deep and wide knowledge ITIL, Agile, SCRUM, DevNet frameworks and relevant certifications
  • Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, and log file analysis and experience in offering technical support to enterprise customers
  • Strong work ethic; Capability to influence cross-functional teams and to build trust with team, clients, and internal departments; Capacity to learn quickly and adapt to changing priorities; 
  • Ability to understand and communicate highly complex technical issues; Commitment to quality.


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 Network Connectivity Certifications on professional level .i.e. CCIP, CCNP, CCVP, CCSP HCNP, HCIP, CWNP and above.

and/or

  • Strong understanding of emerging digital technologies: SDWAN, IoT, Managed Security Services (Cisco ASA/Fortinet/Cyberoam/SOPHOS), AWS, Microsoft Azure, VMware, IoT, Telematics, RPA. Certifications and practical hands-on experience on the same is an added advantage.
  • Basic knowledge in Python, Java, Kubernetes. Certification on the same is an added advantage
  • CISA, CISM, CEH certifications are an added advantage
  • Strong knowledge of microwave and fiber transmission and access technologies i.e. TDM,SDH plus experience with vendors like Rad
  • Ability to manage/troubleshoot a large Service provider Transmission& IP network
  • Conversant with IPv4, IPv6 Addressing Schemes, Variable Length Subnet Masking (VLSM), VLANs, IP QOS, Triple play services.
  • Knowledge in ISP services; DNS, SMTP, POP3, RADIUS/PPPoE, Web Hosting, 
  • Knowledge of data networking and networking protocols in reference to the WAN and LAN environments.
  • General knowledge in all layers of data communications, customer applications and associated technologies.
  • Knowledge and experience with network operating systems such as Cisco IOS, IOS-XR, IOS-XE and Huawei OS 
  • Candidate should demonstrate deep and wide knowledge ITIL, Agile, SCRUM, DevNet frameworks and relevant certifications
  • Strong technical analysis, troubleshooting, and problem resolution skills, including research of customer issues, issue re-creation, and log file analysis and experience in offering technical support to enterprise customers
  • Strong work ethic; Capability to influence cross-functional teams and to build trust with team, clients, and internal departments; Capacity to learn quickly and adapt to changing priorities; 
  • Ability to understand and communicate highly complex technical issues; Commitment to quality.


  • Handle escalations from Safaricom Enterprise Platinum customers, its partners and Safaricom special projects;
  • Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability; 
  • Oversee fixed data partner engineers support and effectively liaise with internal subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues; 
  • Perform capacity monitoring and reporting on individual client circuits as well as network resources; 
  • Perform scheduled preventive maintenance for proactive support for global customers; 
  • Perform root cause analysis on issues to avoid recurrence; 
  • Escalate and follow up issues with NOC and relevant backend teams; 
  • Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
  • Ensure all customer solutions are documented; 
  • Ensure all running configurations are backed up; Ensure all Preventive and restorative procedures are documented and adhered to.
  • Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance role requirements;
  • Employ Data science analytics tools to simplify and Analyze Enterprise Edge IP network logs to resolve and report running faults before they become service affecting.
  • Lead Digital Empowerment of Customer facing teams to improve customer SLA and significantly reduce BAU escalations to Backend Infrastructure team.
  • Lead agile collaboration activities with digital NOC team and participate in End to End EBU automation project squad.
  • Optimize and monitor alerts on the Enterprise IP core and follow up on resolutions.
  • Be a custodian of network documentation and improvements of the versions.
  • Spares tracking and management in liaison with the responsible sections in the company for the IP devices in use.
  • Fix network faults on the transport network serving the Enterprise IP network in co-ordination with the regional networks Ops team.
  • 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
  • Liaise with vendors and fiber providers for resolution of the network faults within the agreed timelines.
  • Track QOS affecting parameters e.g. utilization and latencies on the last mile network serving enterprise customers and ensure proactive resolutions.
  • 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 


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