Job Description

Reporting to the Manager – Problem Management the position holder will track initiatives to prevent Problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented.
He/ She will spearhead continuous service Improvement through co-ordination, evaluation, execution, and monitoring of quality initiatives

Responsibilities

  • Problem detection, problem logging, problem categorization and problem prioritization.
  • Problem Investigation and diagnosis through Root Cause Analysis.
  • Problem Resolution, Problem Closure and Documentation.
  • Participate in Problem Review meetings.
  • Identifying problem trends, thoroughly documenting resolutions and/or workarounds.
  • Proactive Problem management through identifying operational issues, incident/quality related recurrences, and process bottlenecks.
  • Participate in ITIL Problem Management Process implementation within Technology
  • Participate in the definition of Service Improvement Plan, Measurable Targets and Success Criteria for Network Quality Initiatives.
  • Participate in the identification Network Quality Initiatives in line with Technology objectives, working in liaison with other Technology Departments.
  • Tracking and monitoring of Continuous Service Improvement Initiatives.
  • Participate in CSI problem definition, tracking and reporting.
  • Monitor implementation of health checks recommendations

Qualifications

  • Degree in Electrical & Electronics / Telecommunications / Computer Science or Information Technology
  • 4 – 6 years BTS network rollout experience. At least 3 years in GSM related works.
  • Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately, and clearly for both technical working teams and executives,
  • 2-3 years IT Service Management experience with knowledge of IT platforms, Operating Systems, User Support and Safaricom Systems,
  • Good knowledge of ITIL 4 Practices is a must.
  • Strong analytical skills with the ability to use data-driven techniques, analyze and interpret data to drive meaningful insights and continued focus on Continuous Improvement to Senior Management,
  • Multi-tasking – can manage several concurrent initiatives with pace and prioritize demands whilst maintaining composure
  • Ability to approach problems logically and with good judgment to ensure the appropriate outcome
  • Knowledge of Jira or Confluence,
  • Knowledge of analytical tools such as Power BI,
  • Participating in Projects.
  • Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analysis, recommending solutions, and supporting resolution efforts,
  • Personal maturity, personable, credible, professional presence, Coordinative authority, Calm under pressure,
  • Ability to work professionally with other teams and individuals to deliver timely outcomes,
  • Formal training and experience in a structured problem analysis method is an asset such as Lean Six Sigma or similar methodology,
  • Ability to translate technical information into an executive-level report,
  • Ability to think outside the box, talk openly and ask tough questions; looking for solutions that put customers first