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Role purpose:
Provide 1st and 2nd level of support to M-Pesa systems and IT business processes.
Key accountabilities and decision ownership:
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Support M-Pesa IT Business Processes (User Management);
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Support M-Pesa IT Incident Management;
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Support M-Pesa IT Problem Management;
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Support M-Pesa IT Change Management;
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Support M-Pesa IT Service Request Management;
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Support M-Pesa ITIL Documentation Management;
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Support M-Pesa OnlinePayments SandBox Operations;
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Support M-Pesa IT Business Continuity Exercises;
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M-Pesa IT Project Support / Ops Transition;
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Raise Services and business process efficiencies;
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To understand ITIL Operations and backend systems availability and performance monitoring and ensure that best practice is applied in these areas to ensure the continuity and safety of M-Pesa services;
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Continuous service improvement.
Key performance indicators:
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Management IT Backoffice Support Reporting;
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Effective incident detection and remediation;
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Precise Support to M-Pesa Backoffice;
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Acting the Vodacom way and Ethics
Core competencies, knowledge and experience:
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Microsoft Suit (Access, Excel, PPT, Visual Basic, Project, Visio);
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GSM and e-commerce knowledge is desirable.;
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Fluent in English and Portuguese;
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Strong analytical skills are required;
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API, UNIX OS, SQL, Business Intelligence, PowerBI, Business Objects, OracleBI
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Understanding OSI stack.
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Excellent communication and presentation skills;
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Technical background oriented to business context;
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Demonstrable experience in leading complex products and services projects;
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ITIL Certification (desirable).
Must have technical / professional qualifications:
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Any IT related certification will be valuable
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Minimum of 3 years experience in the Information Technology field;
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Certification in UNIX Operating Systems (desirable);
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Experience with MySQL, SQL, ORACLE databases;
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Experience with API fundamentals