Detailed Description
Leases and Agreements
To assist in the tracking, review and file management of
Interconnection agreements for national, IDD and VoIP
Roaming and signalling contracts
International carrier agreements
Co-location and facility sharing agreements;
National capacity leases
Co-location and Site Share Support
Get bills monthly per site from respective operators
Reconcile on a monthly basis the bills against installed equipment per operator.
To collect data from approved drawings as guided by the technical contact in the department.
Co-ordinate issuance of work orders to allow third party works on our sites
Co-ordinate issuance of keys for our sites for purposes of installation of third party equipment
Research and Analytical Support
To conduct and document in detail research findings on issues/topics of interest to the department.
Compile and analyse regulatory and public policy topics of interest to inform decision making around those topics.
Track trends in regulatory issues, and benchmark Safaricom’s position with this.
Prepare detailed opinions on various regulatory issues, share and develop best practice methods.
Qualifications for the Contractor Regulatory and Public Policy
Degree in Business Related field
Good communication skills (written & spoken English)
Excellent organization skills
Ability to exercise discretion in handling sensitive matters
Team player
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Company Address: Address Safaricom Limited P.O Box 66827, 00800 Nairobi
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Contractor Regulatory and Public Policy IP Planning and Optimisation Engineer
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Relationship Executive
Brief Description
Reporting to the Customer In-Life Manager – -ESD Large Enterprises. Role Purpose: To ensure excellent and timely customer service by managing relationships of assigned accounts. Handle support issues, escalations and ensure resolution within SLA by maintaining communication with customers on all account support issues throughout the entire customer journey
Relationship Executive Job Responsibilities
Develop, update, maintain and fulfill loyalty contracts for each individual customer account
Keep the customer informed on the entire Customer Journey and processes associated with it (onboarding process, billing process, support process)
Follow up on all existing contracts renewal, and ensure renewals are made in time
Managing and updating the DMU contacts list
Provide leadership for customers in understanding business objectives and recommend business solutions to achieve those goals
Manage Service experience on an end to end basis by:
Supporting the Account Manager with all back end and support requests and issues
Liaising with Technology, Finance, and relevant teams within the business to address all customer concerns
Ensuring that all queries and escalations are logged into Siebel
Following through on all escalated issues to ensure resolution within SLA
Communicate to customers once queries have been resolved
Send all arising leads to the Account manager for follow through
Compile and send to direct manager, issues pending past SLA for each account
Flag any recurring incidences per account or per escalation type, and send to direct manager
Track and report on all churn attempts, clearly indicating reasons for churn and associated effort to abate churn including success rate
Drive Customer Satisfaction Index and Customer Delight Index by:
Maintaining strong and deep relationships with accounts under direct management
Following through on all issues to ensure closure
Maintaining communication with the customer throughout the entire customer journey.
Embrace Safaricom Culture of Simplicity, Speed & Trust
Job Requirements for Relationship Executive Job
A Bachelor’s degree in Business or any other related field
At least 2 years exposure in Service and/or Customer management for major corporate clients, commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise
Industry certifications would be an added advantage -
Senior Digital Services Strategy Engineer Talent Manager HR Business Partner Accountant – Accounts Payables
Responsibilities for the Senior Digital Engineer Job:
Reporting to the Senior Manager, Core Network Strategy the holder of the position will provide technical leadership in the evolution journey of current network and service platforms to next generation platforms and associated architectures, for delivery of emerging digital services and evolution of existing voice, data and messaging services, with continuous alignment to business strategy.
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Principal Officer-Category Sourcing
Brief Description
Reporting to the Senior Manager – Purchasing, the position holder will add value to the organization by effectively managing the purchasing cycle, ensuring that procurement policies and procedures are complied with, negotiating and managing supplier contracts and end-to-end tendering process as well as ensuring that in all circumstances Safaricom secures the best service/product for the best economical price within the IT and Product Services section
Responsibilities For Category Sourcing Job
Provide support in Category sourcing strategy development, supply base rationalization and implementation
Perform / support contract analysis and risk evaluation; cost reduction; Cost build up and cost discovery, pricing analysis; and target price evaluation/negotiation for IT and product Services
Negotiate and facilitate implementation of long term agreements and / or partnerships
Maintain knowledge database of supplier’s markets, sub-categories, capabilities, technology, cost analysis and key performance indicators.
Develop and fully implement long term supply agreements for key strategic high value items and services.
Develop, Implement and Maintain procurement Plans
Develop and fully implement supplier catalogues/pricelists within the ERP system
Drive category Management within supply chain with emphasis on category buying
Ensure harmonization of prices of goods and services procured by the company from various suppliers at different times.
Develop and implement cost reduction targets in liaison with budget holders and suppliers
Monitor the performance of supplier to ensure they deliver quality goods & services as per contract/Purchase Order.
Enforce supplier Payment Terms that are , favorable to Safaricom and in line with company Strategy
Use category strategies to drive cost management
Drive Total cost of ownership approach to price evaluations
Ensure adherence to policies and procedures
Develop Purchasing SLA with all Internal & External stakeholder, and integrate with daily activities of Stakeholders and act as a business partner for Supply chain.
Evaluate suppliers to ensure consistently high performance and value-addition
Manage all tender documentations/processes.
Ensure contract renewal/tendering processes is started at least 2 months before expiry of the current one, but at all times within an appropriate time frame
Requirements for Category Sourcing Job
Degree in Technology, Engineering, Business or similar qualification, CIPS or equivalent quaification
At least 5 years’ experience in procurement all with responsibility for purchasing processes incorporating category sourcing strategy development, tender documentation and tendering process, tender analysis and procurement performance management in an environment leveraging ERP capabilities for procurement-related functions and processes.
New business development skills. -
HR Special Projects Internship Principal Officer
Department Description Safaricom pleased to announce the following internship opportunity in HR-Special Projects department within the Resources Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Brief Description
Reporting to the Manager – HR Special Projects, the successful candidate will be responsible for learning how to provide project support for all approved projects within the department.
HR Internship Detailed Description
Learn how to gather user requirements together with stakeholders and prepare documentation on user and project requirements.
Learn how to plan all tasks and activities related to each project.
Learn how to document comprehensive project plans for all projects and circulate to stakeholders for approval.
Learn how to coordinate and manage project related activities for all approved projects in adherence to basic Project Management principles.
Learn how to continuously monitor project progress after implementation.
Learn how to monitor and manage communication throughout project life cycle.
Learn how to document and circulate all project minutes to keep all parties informed on progress.
Learn how to provide feedback from stakeholders to project team and vice versa.
Learn how to communicate project progress to stakeholders on a regular basis by producing project status reports that contain decision support information in a timely and accurate manner.
Learn how to document all projects being undertaken by the department with an associated priority list.
Learn how to provide documentation on project life cycles.
Learn how to maintain all project documentation in an organized manner.
Learn how to Interact with project teams and stakeholders in a professional and cooperative manner by respecting personal, ethnic, and cultural differences in order to ensure a collaborative project management environment
Requirements for HR Internship
An undergraduate student studying project management or a business related undergraduate course with exposure to project management;
Ability to analyze significant amounts of data and information and distill it to the key points that aid in decision making;
Highly developed interpersonal and communication skills;
A highly organized individual with attention to detail;
Highly developed reporting and presentation skills
Ability to analyze significant amounts of data and information and be able to monitor and explain trends and variances
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Rig Driver
Brief Description
Reporting to the Regional Trade Marketing Manager, the position holder will provide Rig transport services, Rig maintenance and related duties within the Regional Sales and Operations Division.
Rig Driver Job Detailed Description
Plan routes and meet delivery schedules during activations and promotions
Inspect vehicles for mechanical items and safety issues and perform preventative maintenance.
Ensure that the company vehicles are in perfect condition monitor wear and tear and maintain all equipment to ensure optimal functionality.
Report and document all defects, accidents or violations.
Ensure vehicles are serviced when due and all paperwork and payments are processed.
Run all urgent Regional Sales and Operations Division (company) errands
Act as a road safety ambassador and drive a culture of continuous improvement on road safety.
Requirements for Rig Driver Job
O’ Level education (Minimum KCSE D+)
At least 5 years working experience as a Rig or Truck driver
Valid (BCE) driving license with no recent driving violations
Basic Mechanics Course Certification.
Ability to drive long hours and travel regularly
Basic Computer Knowledge.
Defensive Driver training certificate from a reputable organization will be an added advantage.
Additional Details The candidate should be willing to work in any part of the country. Ability to work with minimal supervision. Costumer focused -
Fraud Investigations Senior Manager Enterprise Segments Manager Account Relationship Manager Marketing Discerning Professionals Principal IP Planning Engineer
Brief Description
Reporting to the Head of Department – Ethics & Compliance, the successful candidate will be required to lead fraud and other ethical investigations within Safaricom by proactively gathering, evaluating investigation evidence and recommending actions to be taken including changes to processes to reduce exposure to Fraud risks. This role will be responsible for managing a team of investigators both corporate and attached law enforcement officers.
Fraud Investigations Job Detailed Description
To identify, propose and lead the implementation of strategic objectives for the Fraud Investigations Team;
To analyze and evaluate information/evidence gathered, identify investigation objectives, define investigative approach and ensure investigations are executed according to work-plan within SLAs defined;
To manage all fraud investigations and ensure that they are cost-efficient and are conducted within budget & agreed timelines;
To undertake significant fraud investigations for sensitive & high-level cases as instructed/escalated by senior management;
Managing and strengthening engagement with Law Enforcement Agencies & Criminal/Civil Justice system e.g. CID/regular/Administration Police, Cyber-crime, Interpol, Banking Fraud, Kenya Revenue Authority, Ethics & Anti-corruption Commission, Kenya Army, Lawyers, Judges/Magistrates and Prosecutors etc. in the fight against crime & fraud;
Managing and strengthening engagement with other Industry & non-industry players to enhance co-operation on mutually beneficial information, fraud investigations, asset tracing & recovery etc;
To oversee and effectively manage risk-based intelligence-gathering networks in all areas of business;
To develop and maintain a regular KPI monitoring and reporting system to EXCO & Board Audit Committee;
To propose, discuss and agree recommendations to improve control weaknesses identified during investigations and regularly follow up for their implementation;
To effectively manage investigative tools and ensure they are only used as and when required.
Requirements for Fraud Investigations Job
A graduate with a bachelor’s degree is a MUST, preferably in Forensics, Engineering, IT, Accounting, Commerce or any business degree. A Masters’ degree in any of the above fields is an added advantage;
Professional certification in Fraud Examination, Auditing, IT Security, Accounting, Risk management or Information systems audit is a MUST;
Have at least 8 years’ experience in an auditing, forensics or risk management environment;
Highly developed interpersonal and communication skills;
High level experience and skills working with many stakeholders;
Ability to work with speed and within short timelines;
High degree of integrity.
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Hospitality & Catering Manager Senior Officer- Property, Leases, Assets & Archiving
Job Purpose
Reporting to the Senior Manager- Property and Essential Services, the individual manages plans and organizes the internal services operations, Policies, Processes and Procedures, Supplier Contracts and SLAs development, Stakeholders liaison, Supplier performance evaluations, Performance Dev Processes, Budget and sectional reporting processes.
Hospitality & Catering Manager Job Detailed Description
Manage all hospitality and catering Services for Safaricom facilities to ensure quality service offered to visitors and staff is at all times in manner consistent with Safaricom brand Image.
Formulate and continuously review policies, processes and procedures for hospitality and catering services section.
Verify and analyze operational reports and use emerging trends to offer better services.
Manage the company relationship with external contracted firms offering services.
Develop Contracts and documentation of all suppliers’ SLAs.
Formulate and continuously review policies, processes and procedures for hospitality and catering services section.
Monitor monthly reports on vendor expenses and liaise internally with supply chain and Finance for timely payments.
Management of the Cafeteria services to the satisfaction of the customers.
Manage the selection, growth, development and performance, of direct reports.
Manage Hospitality team seconded by contractor on service provisions.
Develop and manage budgets and forecast for all hospitality and catering related issues.
Prepare weekly, monthly and annual reports.
Requirements for Hospitality & Catering Manager Job A degree in Hospitality oriented field.
Certified in Property Management, MS Office – Intermediate.
Pro-actively adapts own style and approach to build rapport, and work with others more effectively.
Builds and maintains strong relationships and networks.
Prioritises effort and resources on high-value, high impact activities.
Focuses on achieving maximum performance,business continuity and driving continuous improvement.
Thinks about processes and problems cross-functionally and end-to-end.
Uses knowledge of products, technology, process, systems and policy to solve problems.
Finds creative and unorthodox approaches to exploit opportunities and solve problems.
Acts in line with legal, regulatory, professional and ethical standards.
Defines project scope and deliverables in terms of time, cost, quality and business benefit.
Schedules project activity and identifies resource needs, dependencies and synergies evaluates progress, mitigates risks and addresses issues.
Applies Health& Safety policy, structures and systems to ensure the business delivers a safe working environment.
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Customer Experience Executive
Brief Description Reporting to the Team Leader-Call Centre Operations -the holder of the position will provide great Customer experience (by showing empathy, creating rapport and building trust) through contact with Safaricom Customers by answering incoming calls/SMS to: answer inquiries and questions,handle complaints, troubleshoot problems and provide information, solutions and advice. Detailed Description Core Responsibilities:
Handle customer inquiries via telephone and/or SMS.
Manage and resolve customer complaints.
Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.
Identify and escalate priority issues and where necessary, follow up customer concerns.
Document all customer interaction information according to standard operating procedures.
Maintains and improves quality results by adhering to standards and guidelines and recommending improved procedures.
Essential Responsibilities:
Updates self on job knowledge by studying and understanding new product descriptions and/or new service processes.
Recommend process improvements for process excellence.
Recognize,document and alert the Team Leader of trends in customer calls.
Maintains communication equipment in working order, reporting problems promptly.
Job Requirements
Qualification Criteria:
Degree OR Diploma in any business related field.
English and Kiswahili proficiency both spoken and written
Great service attitude towards customer satisfaction
Demonstrate ability to handle pressure and perform duties well to completion
Demonstrate ability to be a team player, working to achieve own and team targets
Previous work experience is not essential
Additional Details
Safaricom is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified Kenyan applicants will receive consideration for employment without regard to race, color, religion,gender, tribal origin, disability or age. As much as we welcome all applications,we will go an extra step to create a team that is representative of Kenya’s rich and diverse cultures. -
Senior Cyber Security Operations Center Analyst Digital NOC Engineer Senior Operations Support Systems (OSS) Network Management System (NMS) Engineer Senior Manager – Wholesale Infrastructure & Products
We are pleased to announce the following vacancy within the Corporate Security Division.
The Cyber Security Operations Center (CSOC) team is responsible for monitoring, assessing and defending Safaricom Enterprise Information Systems. The team continuously develops and investigates correlated security event feeds, escalating any identified security incidents. They are the primary contact for any suspected security incidents, working together with remediation teams, resolving incidents and foiling Cyber Security threats against the Safaricom Brand.
Reporting to the Team Leader – Cyber Security Operations Centre (CSOC), the successful candidate will lend support in Cyber threat detection, working in 24/7 shifts, providing eyes-on-the-glass service at the Safaricom CSOC, performing real-time monitoring and identification of security incidents. He/She will help identify suspicious activity, open incident investigation tickets and escalate any key concerns to Level 2/3 for additional analysis & communication.
ResponsibilitiesWork in 24*7 shifts performing real time monitoring of security alerts generated by various security tools deployed by Safaricom
Serves as a primary point of contact for reporting potential security incidents
Validate, classify and open tickets for security incidents
Analyze and assess security alerts and escalate to Level 2/3 analysts for further investigations and communication
Document security incidents as identified by the case management process
Provide feedback on enhancing the operations of the cyber security operations Centre
Respond to generated security alerts within the time window as defined in procedural SLAs
Pick out potential intrusions from seemingly benign sets of audit logs or security alerts
Triage (primary investigation) of detected security alerts and make necessary escalation decisions
Escalation to appropriate teams, follow ups and provide assistance during remediationRequirements
Bachelor’s degree in Electrical Engineering/Computer Science/IT Security/Information Technology
Knowledge of common SIEM solutions, the purpose of them and an understanding of how they work
Knowledge of common network protocols such as TCP/IP, HTTP, DNS, etc.
Experience with Microsoft Windows and *NIX operating systems is required.
Knowledge and/or experience with common security tools such as anti-virus, Intrusion Prevention Systems and Firewalls is an added advantage
Knowledge and/or experience with Relational Database Management Systems (RDBMS) – Oracle, MS SQL, My SQL, Pervasive SQL is an added advantage
Good communication and presentations skills are required
Enthusiasm, curiosity, thirst for knowledge and passion for the job is required
Analytical thinking
Customer focused. Team spiritgo to method of application »