Engineer Operations Support
Safaricom plc
nairobi
07.2000 - Current
- Manage on a monthly basis all penalties and service credit situations for non-adherence .
- Weekly performance monitor of Managed Service Providers for Preventative as well as Corrective maintenance through weekly reports.
- Hold monthly meetings to review Quality and Performance Audits of Managed Service Partners (MSP) in all Regions.
- Agree with MSP ways to improve service quality and availability through sharing of weekly reports on repeated failures.
- Conducts inspections to ensure MSP compliance with Safaricom H&S regulations.
- Monthly preparation of credit notes for services outside SLA.
- Maintains up to yearly records of contract performance against set KPIs and SLA in a shared folder.
- Receives feedback from MSP's on resolutions of weekly failures.
- Prepare and share weekly NUR report.
- Prepare and coordinate quarterly MSP performance evaluation.