Reporting to the Manager – MPESA Partner Management, the position holder will be responsible for providing technical support, troubleshooting and monitoring Mpesa application 24 hrs. to ensure 99.99% availability of the system
Key Responsibilities
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
Use software skills to automate repetitive tasks within M-PESA system and the ecosystem
Document and perform business continuity tests
Analyze code and communicate detailed reviews to development teams to ensure a marked improvement in applications and the timely completion of projects
Optimize existing software design architectures and ensure new architecture provide always on solutions
Provide support for core M-PESA and related interfaces
Perform systems and applications monitoring and identify events that would potentially lead to incident or service disruption
Collaborate with team members to improve processes, 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 teams to ensure efficient resolution of system issues
Implement DevOps technologies and processes e.g containerization
Engage 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
Diagnose and troubleshoot technical issues on the assigned systems and apply a work around
or a permanent solution to resolve within SLA
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, properly prioritized and accurate resolution details updated in the ticket
Maintain cordial relationships with internal and external partners/stakeholders
Qualifications
Bachelors degree in Information Technology, Computer Science, Engineering or relevant field as a minimum
Minimum 2 years of work experience as an engineer in a telecommunications or financial services environment (vendor or operator)
Ability to diagnose and troubleshoot complex technical issues
Expertise in system monitoring and alerting strategies and can draw on their experience to drive improvements in system monitoring with automation, third party tools and frameworks
Working knowledge of databases and SQL
Excellent problem-solving and communication skills
Software development skills preferably in Java, Python.
Knowledge in ITIL Service Operations processes and Agile methodology. Certification in Scrum fundamentals or higher is an added advantage.
Working knowledge in dev ops and dev ops tools like Github
Knowledge in Tibco is an added advantage
Knowledge in mobile money systems, integrations or Financial systems
Must be able to work without supervision & meet tight deadlines
