Cellulant Service Operations Shift Lead Jobs in Kenya

Cellulant Service Operations Shift Lead Jobs in Kenya


Job Summary:

  • This is a role in technology where the holder will be responsible to lead and drive activities guided by key processes in order to meet and maintain service levels and improve customer delight: Incident management, issue detection, monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.

    Duties and Responsibilities

  • Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.

  • Incident management: Fast and accurate detection and troubleshooting of issues to meet customer SLA.

  • Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.

  • Timely escalation and follow through of support issues.

  • Monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.

  • Knowledge management for the support team through the identification of knowledge gaps.

  • Contributing towards training and forums for team Knowledge sharing.

  • Training of new employees.

    Qualifications for the role

  • At least 3 years’ experience working within a busy IT Service operations/Desk environment.

  • Proficiency in Linux, MySQL is mandatory.

  • Working knowledge of databases, networks and security standards and application development is a clear advantage.

  • Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.

  • Experience with automated systems, scripting, software development disciplines like python,
    php, Puppet, Terraform, Ansible.

  • Ability to win in a highly collaborative environment.

  • Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4

  • BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).

  • Certification ITIL v3/4 will be an added advantage.

    How you will be measured:

  • Act as incident commander for all major service interruptions.

  • Prompt detection of all support issues.

  • Quick and accurate troubleshooting and diagnosis of issues.

  • Timely ticket resolution and closure within SLA.

  • Adequate relevant knowledge in delivering service.

  • Accurate assignment and escalation of service issues.

    Attributes we are looking for:

  • Excellent communication and interpersonal skills.

  • Leadership skills.

  • Problem solving skills.

  • Ability to teach and mentor.

    How to Apply

  • Send your CV in PDF, email subject: Service Operations Shift Lead to

  • jobs@cellulant.com by 1st of April 2021.

  • Hiring will be done on a rolling basis.

  • Only shortlisted candidates will be contacted.



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