ESSENTIAL JOB DETAILS

Position Titles:

• Engineer – Data Center Mechanical (Job ID: 622)
• Customer Support Team Lead – Public Sector (Job ID: 720)
• Brand Specialist – Safaricom | M-PESA (Job ID: 725)
• Engineer – Regional Support Core Network (Job ID: 724)

Location: Nairobi, Kenya
Employment Type: Full-Time
Number of Vacancies: Multiple Openings
Salary: Confidential
Departments: Engineering, Customer Support, Brand Strategy, Information Technology
Reporting To: Relevant Department Leads
Application Deadlines:

• Engineer – Data Center Mechanical: 27th May 2025, 09:00 AM
• Customer Support Team Lead: 26th May 2025, 11:59 PM
• Brand Specialist: 26th May 2025, 11:59 PM
• Engineer – Regional Support Core Network: 23rd May 2025, 09:00 AM

INTRODUCTION

Safaricom Kenya, the nation’s telecommunications pioneer, is hiring across four critical departments in 2025. These job openings represent a golden opportunity for career professionals who are passionate about data center management, core telecommunications infrastructure, customer support excellence, and strategic brand leadership.

Each position provides a unique platform to contribute to Safaricom’s transformative mission—whether that’s through optimizing critical infrastructure, delivering customer satisfaction at scale, strengthening Kenya’s digital backbone, or shaping some of East Africa’s most iconic brands. If you’re ready to shape the future of technology and communications in Kenya, these positions are designed to align your ambitions with impact.

ABOUT SAFARICOM PLC

Safaricom PLC is the largest mobile network operator in East Africa. With more than 42 million subscribers, Safaricom is a cornerstone of Kenya’s digital ecosystem, offering services in mobile telecommunications, broadband internet, mobile money (through the globally celebrated M-PESA), and enterprise solutions. Headquartered in Nairobi and listed on the Nairobi Securities Exchange (NSE), Safaricom is a purpose-driven organization whose mission is to transform lives by connecting people to people, opportunities, and critical information.

Safaricom’s impact on the economy is significant, supporting over 1 million jobs directly and indirectly while contributing over KES 360 billion in economic value. With a consistent focus on innovation, sustainability, digital inclusion, and community transformation, Safaricom provides an exceptional environment for professionals who want to work at the intersection of technology and social impact.

ENGINEER – DATA CENTER MECHANICAL (JOB ID: 622)

KEY RESPONSIBILITIES

• Develop and implement short and long-term strategies for Safaricom’s mission-critical data centers
• Lead high-impact energy efficiency initiatives targeting reduced greenhouse gas emissions and enhanced operational sustainability
• Conduct and coordinate energy audits and integrate corrective plans into engineering roadmaps
• Design and oversee deployment of mechanical systems including diesel generators, HVAC units, ventilation systems, fire suppression, plumbing, and drainage
• Approve engineering specifications, drawings, and Bills of Quantities (BQs) for all mechanical infrastructure installations
• Serve as the ISO 50001 Program Manager and spearhead continuous improvement across all related programs
• Collaborate with cross-functional teams and sustainability officers to validate carbon data, manage monthly reports, and meet emissions-reduction targets
• Ensure compliance with all statutory energy and environmental regulations as well as company internal policies

QUALIFICATIONS AND SKILLS

• Bachelor’s degree in Mechanical Engineering, HVAC, or Mechatronics from a recognized university
• Professional registration with a Kenyan engineering body is preferred
• Experience of 5+ years in energy management and mechanical design in telecommunications or high-availability IT environments
• ISO 50001 familiarity, and certification in energy management systems (CEM, CEA, CMVP) preferred
• Hands-on knowledge in designing and maintaining mission-critical mechanical systems
• Technical proficiency in MS Office, MS Project, AutoCAD
• Strong organizational and project management capabilities
• Excellent stakeholder communication skills

CUSTOMER SUPPORT TEAM LEAD – PUBLIC SECTOR (JOB ID: 720)

KEY RESPONSIBILITIES

• Lead the delivery of frontline technical and customer service support for public sector digital transformation
• Coordinate with hardware/software vendors and third-party service providers to ensure optimal service delivery
• Establish and manage service escalation matrices to ensure resolution of customer queries
• Monitor all customer service metrics, including Net Promoter Score (NPS), to assess performance and identify improvement areas
• Resolve escalated complaints and critical customer issues in a timely manner
• Supervise and mentor end-user device technicians, call center agents, and support teams
• Collaborate with internal stakeholders from sales, logistics, and procurement departments to ensure seamless operations
• Maintain documentation, helpdesk resources, and troubleshooting repositories for technical support
• Ensure compliance with all relevant policies on customer data, safety, and regulatory standards

QUALIFICATIONS AND SKILLS

• Degree in Business, ICT, or a relevant technical field
• 3+ years’ experience in customer support within a telecommunications or technology environment
• Minimum 1 year working with or supporting public sector initiatives
• Project management certifications such as PMP or Agile methodologies are an added advantage
• Strong communication, leadership, and incident management skills

BRAND SPECIALIST – SAFARICOM | M-PESA (JOB ID: 725)

KEY RESPONSIBILITIES

• Define and position the Safaricom and M-PESA brand across consumer segments
• Create and execute integrated brand campaigns with cross-channel consistency and performance metrics
• Manage agency relationships, briefs, and creative direction
• Analyze customer data, market research, and business analytics to derive actionable insights
• Ensure brand consistency across marketing communications, internal documents, and partner collateral
• Oversee marketing technology (MarTech) adoption and effectiveness
• Craft brand stories that resonate emotionally with key demographics
• Develop brand PR and content calendars aligned with corporate communications
• Contribute to category leadership by identifying growth opportunities and responding to market dynamics

QUALIFICATIONS AND SKILLS

• Bachelor’s degree in Marketing, Communications, or related field
• 5+ years experience in brand management, preferably in telecommunications, financial services, or a creative agency
• Digital marketing fluency including data-driven campaigns and AI/ML tools
• Strong storytelling, brand PR, and stakeholder engagement skills
• Experience managing multi-million shilling marketing budgets and KPIs

ENGINEER – REGIONAL SUPPORT CORE NETWORK (JOB ID: 724)

KEY RESPONSIBILITIES

• Provide first-line fault resolution and incident management on core network systems (MSS, MGW, SGSN, MME, GGSN, PGW, etc.)
• Conduct technical audits and database performance reviews
• Configure and test core network elements and implement software upgrades
• Execute preventive maintenance plans and performance checks
• Support high availability mechanisms, business continuity activities, and disaster recovery testing
• Audit asset inventories hosted in Safaricom data centers
• Coordinate with Managed Services Providers and ensure adherence to SLAs
• Champion Health and Safety (H&S) compliance across all data center facilities

QUALIFICATIONS AND SKILLS

• Bachelor’s degree in Telecommunications, Electrical Engineering, Computer Science, or related IT field
• 3+ years’ experience in core network support within a telco environment
• Knowledge in IMS, CS, PS, SDM systems and network interfaces (VoLTE, VoBB, etc.)
• CCNA, cloud certifications, or scripting language proficiency preferred
• Strong troubleshooting, reporting, and documentation skills

COMPANY CULTURE AND VALUES

Safaricom’s organizational culture emphasizes innovation, accountability, diversity, and collaboration. Employees are encouraged to work in high-performing, cross-functional teams that deliver real-world solutions aligned with customer needs and societal progress. With a strong emphasis on ethical leadership and sustainable operations, Safaricom fosters a purpose-driven environment where every team member is empowered to lead change.

HOW TO APPLY

Apply now for any of the above exciting full-time roles at Safaricom PLC.

• Engineer – Data Center Mechanical
  Apply Here
  Deadline: 27th May 2025, 09:00 AM
• Customer Support Team Lead – Public Sector
  Apply Here
  Deadline: 26th May 2025, 11:59 PM
• Brand Specialist – Safaricom | M-PESA
  Apply Here
  Deadline: 26th May 2025, 11:59 PM
• Engineer – Regional Support Core Network
  Apply Here
  Deadline: 23rd May 2025, 09:00 AM

All applicants must submit:

• Updated CV
• Cover Letter
• Academic and Professional Certificates

Only shortlisted candidates will be contacted.

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