Performance Management Reporting & Analysis Expert

Job Summary

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.

Responsibilities

• 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 Utilisation 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 laison, 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 Specialised Reports and Executive Presentations templates i.e. TPR, nNPS, Traffic, NED, Cells Analysis, NIP
• Compile adhoc 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.

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.