Job Description
The Level 0 Support
Engineer for M-Pesa Africa will run with day-to-day standardized
troubleshooting and monitoring financial solutions, provide technical support
& improve existing solutions to ensure smooth and efficient service
delivery that meets the expectations of the business. 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 compliance.
Key Responsibilities
Develop
and maintain incident response procedures, including escalation paths and
communication protocols.
Monitor
and prioritize incoming incidents, ensuring appropriate allocation of resources
and timely resolution.
Actively participate in post-incident reviews to analyze the response process and identify opportunities for improvement that align with 99.999% availability.
Reduce
critical and major incidents, manage incident resolution time within SLA
target, and adhere to ITSM/ITIL
Ensure
compliance with regulatory requirements and industry best practices related to
incident management.
Build
a deep understanding of how M-pesa services and operations metrics work and are
built. Identify & track metrics that can be used to ensure objectives are
met then recommend process improvements.
Function
as the point of contact with the senior management and technical teams
communicating their priorities.
Participate
in design, testing and implementation of new products, services,
functionalities or upgrades.
Perform
Systems and Applications Monitoring.
Maintain
and transfer system knowledge to internal customers or stakeholders on new
features and support processes efficiently.
Collaborate
with team members to improve the tools, systems and procedures.
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 ensuring the MTTR is met.
Provide
prompt and accurate feedback to stakeholders on assigned tasks.
Ensure
all issues are logged in the service management tool and are properly
prioritized.
Qualifications
A
Bachelor’s Degree in Information Technology, Computer Science, Engineering or
any relevant field
2
years of experience in managed operations of large-scale IT applications and
services in multi-national environment
Expertise
in system monitoring, operational procedures, process standards (e.g.,
ITIL/ITSM) and alerting strategies and can draw on their experience to drive
improvements in system monitoring with automation, third party tools and
frameworks.
Ability
to understand and evaluate:
Web
and mobile service technologies, integrations or Financial systems
Operating
systems (e.g., Linux, Windows)
Databases
(e.g., oracle, mongo DB)
Cloud
solutions, DevOps and DevOps tools like Github
Development
languages (java, python)
Excellent
problem-solving and communication skills
Knowledge
in ITIL Service Operations processes and Agile methodology
Strong
ability to understand goals which are cascaded through a hierarchy and work
towards their prioritization and accomplishment in the department.
Strong
ability;
To
operate in dynamic, high-growth, high-uncertainty environments without
supervision & meet tight deadlines/schedules.
To
balance conflicting interest
To
take decisions
Good
presentation skills
Proactive
& self-motivated
How To Apply
Apply before or on 26th
Jan 2024
