Reporting to the Digital Operations Lead, the position holder will be responsible for improving existing solutions, providing technical support, troubleshooting, and monitoring financial solutions applications to ensure 99.999% availability of the system.

Technical support duties include but not limited to architecture reviews and optimization, incident handling, detailed root cause analysis, problem management, configuration management, automation of routine tasks, documentation, and operational acceptance

Key accountabilities and decision ownership:

•Ensure data and/or application availability of the assigned systems and applications.

Participate in design, testing and implementation of new products, services, functionalities, or upgrades

• Provide support for financial solutions which includes MPESA and integrations

•Perform Systems and Applications Monitoring

•Maintain knowledge base by documenting technical knowledge

•Collaborate with team members to improve the tools, systems, and procedures

•Participate and provide input to the M-PESA roadmap to ensure timely delivery of relevant products to Safaricom Customers.

•Work with the external and internal technical teams to ensure efficient resolution of all system issues

• Implement DevOps technologies and processes, e.g: containerization

•Liaise with all stakeholders to ensure new functionality, processes and systems are fully understood

•Transfer system knowledge to internal customers on new features and support processes

•Prepare and publish accurate and timely system performance reports

•Perform regular service improvements that align with 99.999% availability

•Diagnose and troubleshoot technical issues on the assigned systems and apply a work around or a permanent solution to resolve ensuring the MTTR is met

•Properly escalate unresolved issues to appropriate internal or external teams and follow up to ensure they are satisfactorily closed

•Provide prompt and accurate feedback to stakeholders on assigned tasks

•Ensure all issues are logged in the service management tool and are properly prioritized and also accurately log resolution details in the ticket

Core competencies, knowledge, and experience:

Business Competencies:

·Must be able to work without supervision & meet tight deadlines/schedules.

·Good presentation skills

Creativity and Innovation

·Excellent Problem solving skills

Business Know how

·Experience of working in Fintech organization

· Attention to detail

Working with Change

·Excellent communication skills

·Experience in planning medium to complex projects

Project and Programme Management

·Knowledge of Scrum/Kanban Agile methodologies

Functional Competencies:

Bachelor of Science Computer Science, Computer Engineering or Software Development or related subject.

·2 years of work experience as an engineer in a telecommunications or financial services environment

·Experience in Continuous integration and deployment methodologies using automated tools such as Jenkins.

·Knowledge in mobile money systems, integrations, or financial systems

·Knowledge of SRE concepts

Must have technical / professional qualifications:

·Extensive knowledge of networking and system administration (Unix/Linux)

·Software development skills in Java, python, Angular JS etc

·Knowledge in ITIL Service Operations processes and Agile methodology. Certification in Scrum fundamentals is an added advantage.

·Proficient in database management skills

Desired

·Certification in cloud technologies like AWS & GCP

· Certification in cloud native technologies such as Kubernetes