28 Aug 2024

M-Pesa Africa – Application Operations Specialist at Safaricom Kenya

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Job Description

Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.

About the Role

Reporting to the Technical Operations Manager, you will be responsible for ensuring the delivery of assigned M-Pesa services to end-customers and/or Local Market Business Teams. You will act as the first escalation point towards service vendors / L2 support teams and Local Market IT teams supporting relevant infrastructure and/or connecting services. You will also work with all the internal and external partners in the support chain to ensure agreed service levels and adherence to the agreed support processes.

Responsibilities

  • Lead the deployment, configuration, and maintenance of software applications critical to the organization’s operations.
  • Identify monitoring requirements to track application performance and health, proactively identifying and addressing issues to minimize downtime.
  • Identify and implement best practice and process improvements with 3rd parties delivering application operation services.
  • Coordinate with cross-functional teams to troubleshoot and resolve application-related incidents, ensuring prompt restoration of services.
  • Support system audits for markets and services assigned.
  • Work closely with cybersecurity teams to ensure applications comply with security standards and regulations.
  • Develop and maintain disaster recovery plans to ensure business continuity in the event of system failures or disasters.
  • Coordinating capacity planning to forecast future resource requirements and scale applications accordingly.
  • Identify continuous improvement initiatives to enhance the reliability, performance, and efficiency of applications through process improvements and technology upgrades.
  • Maintain comprehensive documentation for applications, including configuration details and troubleshooting guides (SOP).
  • Provide training and support to internal teams on application usage and support procedures.
  • Lead a team of operations engineers or technicians, providing guidance, coaching, and mentorship to foster a high-performance culture.
  • Manage incident resolution time within SLA target.
  • Responsible to ensure technical service level compliance for services operated by Product Operations or by 3rd parties on behalf of service owner
  • Responsible for managing incidents, including implementation of workarounds and changes, and for executing service requests, including on call duties.

Qualifications

  • At least 5 years of experience in Managed Operations for large scale IT Applications and Services in a multinational environment
  • At least 5 years of experience in managing 3rd parties and solution vendors to ensure services are delivered according to agreed SLAs
  • Strong knowledge of operations management of high complex IT/financial  services
  • Deep understanding of operational procedures and process standards (e.g. ITIL) and the ability to apply and evaluate them for continuous improvements in the service operations area.
  • Experience and background in a complex business environment and working in multicultural teams with a strong focus on supplier management
  • Ability to understand and evaluate:
  • Web and mobile service technologies:
    • Operating systems (e.g. Linux, Windows)
    • Databases (e.g. oracle, mongo DB, postgres)
    • Cloud solutions
  • Strong ability to understand goals which are cascaded through a hierarchy and work towards their prioritization and accomplishment in the department
  • Strong ability
    • To manage in dynamic, high-growth, high-uncertainty environments
    • To balance conflicting interest
    • To take decisions


Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 4 September. 2024





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