Moses Lukose

Manager – Operations Support Systems (OSS) @ Safaricom PLC

About

I am an IT Operations leader with 15+ years of experience delivering enterprise-scale service management and digital operations within Tier-1 telecommunications environments.At Safaricom, I led Operations Support Systems Team, supporting platforms used by thousands of enterprise users and millions of telecom subscribers.My focus is building resilient, high-availability technology environments while improving operational efficiency through automation, governance, and strong service management practices.Across my career I have consistently delivered measurable operational improvements including:•       20% reduction in Mean Time to Resolution (MTTR)•       35% reduction in major incidents•       Sustained 99.8% platform availability•       Automation of service operations through AI-driven workflowsI have led cross-functional teams, managed multi-million operational budgets, and implemented ITIL governance frameworks that strengthen service reliability and customer experience.My areas of focus include:•       IT Operations Leadership•       IT Service Management (ITIL)•       OSS / Telecom Platforms•       Digital Operations & Automation•       Service Delivery & Operational Governance•       Vendor & SLA Management•       Business Continuity & Risk ManagementI am passionate about building high-performing teams and aligning technology operations with business outcomes.Always open to conversations about IT leadership, telecom operations, and digital transformation.

Country

Kenya

City

Nairobi County

Industry

Telecommunications

Skill

Telecommunications, Project Management, Management, Integration, Team Leadership, System Administration, Business Analysis, GSM, Project Planning, Customer Service, Databases, Analysis, Team Management, IP, Requirements Analysis, Linux, Microsoft Office, Network Design, Unix, Oracle

Experience

Manager – Operations Support Systems (OSS)

Safaricom PLC

2019 - Present · 7 yrs

Nairobi County, Kenya

In my role at Safaricom PLC, I spearheaded the management of Operations Support Systems, ensuring seamless service delivery in one of Africa's largest telecom environments. I focused on enhancing operational efficiency and user support, achieving significant reductions in incident rates and response times. My leadership contributed to maintaining high availability and reliability across mission-critical platforms.

Manager – IT Operations & Quality Control

Safaricom PLC

2016 - 2019 · 3 yrs

Nairobi County, Kenya

In my role at Safaricom PLC, I spearheaded the operational management of IT systems, ensuring seamless support for a vast user base. I focused on enhancing service availability and efficiency through automation and proactive monitoring, which significantly reduced major incidents and improved operational workflows.

Principal CRM Support Analyst

Safaricom PLC

2001-10 - 2016 · 14 yrs

Nairobi County, Kenya

In my role at Safaricom PLC, I was responsible for leading CRM support operations to ensure optimal system performance across customer-facing platforms. I successfully implemented Oracle Siebel CRM support and upgraded BMC Remedy to an enterprise ITSM platform. Additionally, I established a dedicated Customer Systems Support Team, enhancing our service delivery capabilities. My efforts contributed to improved system stability and customer satisfaction.