Fred M

SOC Engineer

Safaricom PLC • Fulltime

Sep 2022 - Jun 2023 • 9 mos

𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 🎯 Maintained 99.8% uptime for critical systems including IT Support and RAN 📊 Managed 700+ monthly incidents with 95% SLA adherence ⚡ Supported automated RCA form integration for improved efficiency 🔄 Streamlined incident categorization, prioritization, and logging 📈 Ensured timely follow-ups and Root Cause Analyses 𝗜𝗺𝗽𝗮𝗰𝘁 & 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 🔍 Opportunity for Improvement: The incident management process required modernization to align with digital transformation goals. Outdated service owner information and limited Root Cause Analysis (RCA) integration presented opportunities to enhance efficiency, automation, and user experience. 💡 Proposed Solution: • Portal Optimization: Supported efforts to update and streamline the portal, ensuring accurate service owner data to support improved incident management. • RCA Integration: Contributed to the development and integration of an RCA feature into the Incident Management portal, advancing automation and usability. ⭐ Impact: • Streamlined incident management by leveraging accurate service owner data, reducing resolution time and enhancing operational efficiency. • Improved portal automation and user experience, supporting the organization's digital transformation initiatives.