Dealer Operations IT Support Lead

  • Full Time
  • Nairobi
  • Posted 21 hours ago


Safaricom is seeking an experienced IT professional to join their team as the Dealer Operations IT Support Lead, reporting to the Cluster Technical Tribe Lead, Channels IT.

Job Overview

The Dealer Operations IT Support Lead will be responsible for maintaining and operating Safaricom’s digital platforms, providing technical guidance to ensure high standards in system design, quality management, SRE principles, DevOps practices, change management, security & compliance, monitoring and performance optimization, documentation, and collaboration with other teams.

Key Responsibilities

Business Delivery

  • – Responsible for all Digital Channels (Self-Service) business projects, resourcing, and leading virtual teams across IT
  • – Ensure 99% of projects are delivered on time and project stability is achieved within a maximum of 48 hours
  • – Implement agile methodologies in 100% of projects
  • – Maintain an accurate registry of all business projects and ensure business teams are kept informed
  • – Agree on projects’ KPIs, milestones, and timelines with the Tribe Lead & Product Owners


  • – Attend business strategy meetings to ensure IT alignment with business needs
  • – Conduct regular team and one-on-one engagements
  • – Build the team’s skillset according to the “fit for future” program
  • – Manage team performance
  • – Provide budget inputs for business solutions
  • – Attend BU strategy sessions
  • – Report weekly to the Tribe Lead and Product Owners on the status of deliverables

Business Analysis

  • – Gather, detail, and document all business requirements
  • – Ensure consensus is reached for requirements/specifications and mutual understanding among stakeholders
  • – Ensure test plans cover all aspects of business requirements and existing business rules

Solutions Design

  • – Responsible for solutions design to meet business and non-functional requirements
  • – Enforce Safaricom Architecture Golden Rules on all digital channels solutions
  • – Ensure adherence to defined Safaricom Architecture KPIs
  • – Drive reuse and avoid duplication of business components
  • – Oversee the development/configuration of solutions as per agreed designs
  • – Provide solution architecture input for new system tenders

IT Operations and Support

  • – Manage all digital platforms’ operations and ensure smooth running
  • – Establish processes for Site Reliability Engineering (SRE) in the digital channels domain
  • – Maintain operational excellence through monitoring, scripting, automation, and modern tools
  • – Ensure stability and uptime of all digital channel applications, meeting performance goals
  • – Handle problem and incident management, providing support and addressing issues within agreed timeframes
  • – Define, measure, monitor, and report on key indicators of system reliability
  • – Proactively monitor all channel IT applications and service logs, troubleshoot, and respond to issues
  • – Use AI tools for proactive monitoring and identifying performance issues

IT Planning

  • – Deploy software patches to platforms and applications within channels after proper identification, documentation, and testing
  • – Maintain all Apps, Portals, and Chatbots within the channels domain at version n-1 by planning and conducting timely version upgrades
  • – Perform capacity planning and management, assessing current and future resource needs while maintaining service levels
  • – Conduct quarterly BCP planning and execution on all platforms within the Channels ecosystem
  • – Address all audit items within agreed milestones

Partners’ IT Support Strategy

  • – Develop and execute a comprehensive partners’ IT support strategy aligned with organizational goals and dealer and franchise needs
  • – Create processes to ensure highest service levels and partner NPS as per business targets
  • – Define SLAs and OLAs with internal and external technology partners

Partner IT Operations and Support

  • – Serve as the primary IT services point of contact for dealer and franchise outlets
  • – Address technical inquiries and provide resolution and feedback within SLA
  • – Liaise with other IT functions in resolving escalated tickets within SLA
  • – Provide IT support related to systems operational processes and policies
  • – Resolve localized system issues affecting Safaricom partners within SLA and proactively resolve similar incidents
  • – Responsible for proactive maintenance across all franchise outlets, ensuring service levels of end-user devices
  • – Ensure all end-user device incidents are resolved within SLA
  • – Generate reports on tickets, analyze trends, and identify opportunities for optimization and improvement
  • – Adhere to Safaricom’s vendor management processes and standards

Channel Development and Enhancement

  • – Lead the development, enhancement, and optimization of digital channels, including websites, mobile applications, portals, social media platforms, chatbots, and other digital touchpoints in the dealer and franchise ecosystem
  • – Conduct stakeholder engagements (Users) to elicit feedback and translate it into business requirements for automation opportunities

Compliance and Security

  • – Ensure Dealer Support Analysts comply with relevant laws, regulations, and industry standards related to data privacy, security, accessibility, and digital rights management
  • – Adhere to the Data Protection Act and Safaricom Code of Ethics for Employees with Privileged Access regarding all data
  • – Implement measures to protect user data, secure transactions, and mitigate exposure to cybersecurity risks

Stakeholder Management and Collaboration

  • – Collaborate with regional & partner management teams to embed business processes and drive full adoption and use of partner systems
  • – Support the resolution of dealership and franchise escalations and complaints, ensuring prompt resolution and customer satisfaction
  • – Collaborate with internal teams to ensure timely resolution of issues affecting dealership and franchise outlets

Continuous Improvement and Innovation

  • – Develop the skills and capabilities of the dealer support analysts on industry trends and best practices in dealership and franchise operations
  • – Identify opportunities for service improvement and follow through to adoption

Qualifications and Requirements

  • – Degree in Science, Computer Science, Engineering, or Business-related field
  • – 5+ years of experience in SRE Practice
  • – 5+ years of experience in Technical Leadership of a large IT organization
  • – Experience in delivering solutions using AI, RPA, Cloud, and Bots
  • – Certification in Solutions architecture, Business Analysis & Agile Project Management (added advantage)
  • – Strong business acumen and mindset, with a bias toward Consumer domains
  • – 5+ years of software development experience in a busy IT development environment, with 2 years of experience in Business Analysis and Systems design
  • – Team player skilled at building and managing stakeholder relationships successfully
  • – Ability to persuade stakeholders and champion effective techniques through delivery

How to Apply

If you meet the qualifications and experience required, kindly proceed to update your candidate profile on the recruitment portal and click the “apply” button. Remember to attach your resume.

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