Provide 1st and 2nd level of support to M-Pesa systems and IT business processes. Provide ITIL management under M-Pesa ITIL Operations to cope with operational demand from existing and new services and suppliers.
Key Accountabilities and Decision Ownership
Lead and develop ITIL Operations team in enhancing and growing skills and capabilities through effective knowledge sharing.
Ensure expertise, quality and transparency on the end-to-end ITIL Operations and value delivered to organizational leaders and relevant stakeholders.
Actively Support M-Pesa incident/ Change/ Problem/ Service Request/ Documentation and SLA Management.
Lead and Support M-Pesa IT Business Continuity exercises.
Act as a Senior SME and constantly search for opportunities to identify relevant technology trends and innovations that can improve ITIL Operations engineers’ skillset and overall technology roadmap.
Deliver a service mentality and collaboration approach to enhance Continuous Service Improvement.
Core Competencies, Knowledge and Experience
Understanding of the OSI Stack.
Strong analytical and Planning skills, servant leadership, confident, Self-driven towards achieving goals.
API, UNIX OS, SQL, Business Intelligence, Power BI, Oracle, Cloud experience.
Excellent communication, presentation skills and fluent in both English and Portuguese.
Solid experience with financial services.
Must Have Technical/ Professional Qualifications
Degree in IT related field will be valuable and a minimum of 6 years’ experience in Information Technology.