NOC Senior Specialist: Performance Management, Reporting and Analysis (Internal/ External) Full Time

Role purpose:

• Perform day-to-day Radio Access Network (RAN), Transmission and Core Performance and Quality to achieve sets of interrelated KPIs such as Radio Access Network Availability, Call Setup Success Rate, Call Drop Rate and improve Customer Experience.
  •    Perform a Deep Dive Analysis into Radio Access Network (RNA) performance and maintain diagnostic network performance tools.
  •    Deliver Network Performance Intelligence, Analytics and Insights toward performance improvement and automated network solutions in the Radio Network domain.
  •    Ensure delivery of a world-class network to our customers by discovering actionable patterns in data and using that to support to our internal and external stakeholders in driving operational efficiency across the network.
  •    This role exists at the intersection of Network Performance Statistics, Business, and Performance Automation.
  •    Drive end to end service assurance.

Job Description:

• Ensuring end-to-end Analysis, Deep Dive, Diagnostics and reporting of network
• Ensuring end-to-end Analysis, Deep Dive, Diagnostics and Reporting of Network Performance from various sources, as well as drive continual improvement thereof.
•  In depth analysis of RAN and Customer experience KPI trends, failure causes & protocol/interface traces to identify performance problems and troubleshooting of call setup failure, interference, low data throughput issues to improve the KPI.
• Perform KPI Analysis and Comprehensive Audit across 2G, 3G, 4G and 5G not limited to One-Way Speech, RTWP, RSSI, SCTP Failure, Sleeping Cells, PDCP Delay etc. Worst Cell Analysis to meet high standards.
• Perform Traffic Trend Analysis (CS and PS), Data and Voice Experience and recommend initiates to improve usage/uptake by applying numerical/mathematical, statistical, and modelling methods.
• Drive Customer Experience within the context of key metrics such as Best Voice Quality, Best Data, Best Reliability.
•  Analysis of Congestion and Utilization KPIs for 2G, 3G, 4G and 5G including improvement measures.
• Play active role in network failures war/boiler rooms as a SPOC on cross functional network failures, coordinate RCAs and other network failure related reports.
•  Coordinate Competitive Network Benchmarking, Regular Drive Tests and understanding of scoring framework (Differentiator and Qualifiers).
•  Build framework and governance for Network Customer Complaints aligned with NOC Customer liaison, Contact Centre and Commercial Business Unit
•  Provide high level support to Regional Network Quality Specialists.
•   Apply systems and tools knowledge to efficiently perform Network Performance intelligence, investigation, and analysis.
•  Drive automation uptake and foster a culture of innovation within the team.
•  Drive operations towards robotic process automations in conjunction with the NOC team.
•  Work closely and support implementation of database solution or Network Performance platforms e.g. Safaricom-Operated, Vendo-Owned, Helix Performance Platform.
•  Lead Network Quality Forums with Network Vendors and Device OEMs on technical matters relating to RAN performance and quality.
• Develop Specialized Reports and Executive Presentations templates i.e. TPR, nNPS, Traffic, NED, Cells Analysis, NIP
• Compile ad hoc Network Performance presentations for Senior Executives as required.
•  Manage performance of RAN actively, through dashboard KPI development and monitoring for all the regions.
  •    Ensure updating /optimization of reports related to new KPI Implementations and modification.
  •    Work closely with other engineering teams to define the requirements and to drive the timely and quality release of new products and features.
• Engage with and support cross-functional technical teams (i.e. Core, Transport, Engineering, NOC) to ensure synergy across various departmental functions and improve network quality and overall Safaricom customer experience.
• Support and development towards Management, Engineering and Operational teams to drive up network quality.
•   Interface with other departments (Engineering, Commercial/Business, Big Data and Analytic, OSS and vendors to identify business requirements, drive business insights aligned with commercial ambitions.
• Align with Vodafone/Vodacom Group (Group Networks and Africa Service Operations Centre) on Network Performance Standards, KPIs and Roadmap.

Key performance indicator:

• Network Availability/SUR (99.8%, <20 min);
  •    NPS >80* (Connectivity + data).
  •    Network Experience Dashboard KPIs (Voice, Data). Call Completion time (CSSR 99.8%, CDR 0.55%).
  •    P3 tests/Crowdsourcing sourcing: #1 in all major KPIs.
  •    MTTR/MTD (10% Min. and 15% stretch improvement).
  •    Drive Superior Customer experience.

Core competencies, knowledge, and experience:

Business Competencies:

•  Steers business performance by setting strategic goals .
  •    Translates strategies into actionable plans/insights for divisions.
  •    Monitors performance metrics to determine the health of the business.
  •    Understanding of Service Level Agreements.

Creativity and Innovation

• Coordinates the innovation governance process through stakeholder engagement and management of the innovation roadmap and project management.
  •    Drives  the process of ideation both internally and externally by providing support through tools, techniques and processes.
  •    Drive automation of processes and systems.

Critical Analysis and Solution Development

• Analytical thinker & solution oriented Resilient planning, evaluating statistics and raw data towards required outputs.
  •    Culture and Change Champion, Supportive Technical lead, Relationship Builder.
  •    Results Achiever, Operationally Astute.
  Working with Change
  •    Ability to work in ever-changing technology environment and adapting to work in complex as well as stressful environment
  •    Identifies emerging technologies and best practice to define future architecture and evolution roadmap.
  Project and Programme Management
  •    Project Management and advanced Excel knowledge.
  •    Responsible for project governance related to Network Operations.
  Working With Partners
  •    Partners with Suppliers to develop and promote industry best practice in line with Safaricom goals.
  Optimization
  •    Defines requirements to improve monitoring and diagnosis framework and tools.
  •    Apply root cause analysis to complex data to identify the cause of serious incidents and performance issues.
  •    Conducts detailed analysis of Customer and Business impact of incidents.
  •    Defines standards and Key Performance Indicators for maintenance and response.
  Implementation & Integration
  •    Analyses all new implementation and integration activities in the roadmap to assess the potential impact on the business and customers.
  •    Defines implementation and integration objectives and quality criteria.

Functional Competencies:

• Good knowledge and experience in OSS tools such as NetAct RAN, iMaster Wireless.
  •    2G, 3G, 4G and 5G planning and Optimization principles.
  •    Exposure to UMTS / LTE planning & Optimization tools.
  •    Nokia SRAN and Huawei Equipment Knowledge preferably.
  •    Knowledge and understanding network KPIs (Accessibility, Retainability, Reliability, Utilization and Congestion) for existing and new technology, services and platforms, Core network, RAN network, transmission.
  •    Database: – MySQL.
  •    MS technologies: – Visual Basic, Power BI/Query
  •    Analytical/ Visualization Tools/ Language: – Python, Power BI and Tableau

Must have technical / professional qualifications:

• Bachelor’s Degree in one of the following: Electrical/ Electronic Engineering or Computer Science.
• Minimum 8 years of  Network Performance, analysis / planning and engineering experience either with a carrier or a vendor/consulting firm serving this industry.
•  Experienced with Incident and Problem Management practices and processes.

Desired
•    Business Intelligence and Data Analytics.
•    Microsoft Power BI.
•    Microsoft Power Automate or Flow.
•    Python Programming.
•    Strong Data Analytics Skills.
•    Statistical/Numerical Aptitude.

How To Apply

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

https://safaricom.bamboohr.com/careers/492

The closing date for receiving applications is Thursday, 10th March 2025, 5:30 pm.