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Job Description

Detailed Description

Reporting to the Manager – Operational Excellence, the position holder will be responsible for reporting on the performance on all the defined operational processes for Technology Departments and driving process compliance through engagements with the respective service owners.

Key Responsibilities

Engage the respective service owners to ensure excellence in operations and service delivery.

Prepare daily, weekly and monthly reports on the various domains as per the defined process categories and KPIs.

Ensure information is collected from the correct data sources.

Track compliance action items on BCP, Backup, Version management, SLM, Availability Management and Knowledge Management

Review and automate reports/dashboards through own initiative or based on user requirements.

Interact with service owners on initiatives for continuous service improvement.

Document the Operational Excellence work instructions, policy and processes.

Design report layouts to achieve simplicity and visualization for the captured requirements.

Ensure that customer SLA's exist and are kept up to date.

Ensure proper SLA's are configured on the service management suite.

Report to the various internal customers on technology service delivery.

Conduct customer satisfaction surveys for the internal customers.

Qualifications

Degree in IT or Computer Science or Telecommunications or Technical Related Field;

With at least 2-3 years’ experience in IT or GSM related role 

Technical experience in database design, data modeling and data mining using SQL and NoSQL DBs. 

Experience in Data Analytics

Experience in SQL, Python scripting and Power BI

Experience in Process Governance especially using ITIL Framework.

Agile and Scrum certified.

Attention to details and analytical thinking.

Excellent communication, presentation, and interpersonal skills

Certifications – ITIL Foundation; ITIL Intermediate courses and governance skills are an added advantage.

How To Apply

Interested and qualified candidates should make their applications through Safaricom's portal Safaricom Careers

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