Enterprise Service Assurance Specialist Full Time NEW

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

The Enterprise Service Assurance Specialist is responsible for real-time monitoring, initial diagnosis, and resolution of enterprise service incidents. Operating as a hybrid L1/L2 support function, this role ensures rapid fault isolation, effective coordination with NOC and field teams, and timely restoration of services in line with SLA commitments.

The role serves as a critical bridge between technical operations and customer experience, ensuring service continuity across enterprise connectivity services

Key accountabilities and decision ownership:

 Service Assurance Activities

• Monitor network and service performance using NOC and assurance tools to detect and address faults.
• Perform first-level incident diagnosis and escalate issues as required to ensure resolution within SLA timeframes.
• Coordinate with internal and external teams to restore services quickly and minimize customer impact.
• Participate in proactive maintenance activities to improve service reliability.
• Log, track, and manage incidents through ITSM

   

   

  SLA & KPI Compliance

• Track service assurance KPIs, reporting on SLA performance and service quality trends.
• Support root cause analysis for recurring faults and contributes to corrective action plans.

   

   

  Customer & Stakeholder Support

• Provide timely and professional updates to enterprise customers and internal stakeholders
• Translate technical issues into clear business-impact communication
• Ensure proper expectation management during service disruptions

   

   

  Proactive Service Assurance

• Identify early warning signs of service degradation
• Participate in preventive maintenance and service improvement initiatives
• Contribute to knowledge base and standard operating procedures (SOPs)

   

Core competencies, knowledge and experience:

• Hands-on experience in telecom service fulfilment and/or service assurance operations.
• Strong foundational knowledge of IP Networking (Routing & Switching)
• Familiarity with NOC monitoring tools and incident management processes.
• Ability to perform structured fault diagnosis and escalation
• Strong understanding of SLAs, OLAs, and telecom service quality principles.
• Effective communication and coordination skills across teams and with customers.

Must have technical / professional qualifications: 

• Education: Bachelor’s degree in Telecommunications, IT, Engineering, or a related field.
• Experience: 0–3 years in telecom operations, IT Support or service assurance roles.
• Certifications (Preferred): CCNA, HCNA or equivalent entry-level networking certifications
• Skills: Service assurance, fault diagnosis, monitoring tools, customer communication, and SLA tracking.

How to Apply. 

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.