Safaricom M-Pesa Africa – Service Operations Centre Manager Jobs in Kenya

Safaricom M-Pesa Africa – Service Operations Centre Manager Jobs in Kenya

Description

We are pleased to announce the subject career opportunity within Technology (M-Pesa Africa) reporting to the Head of Service Operations.

Role Purpose

M-Pesa is a pioneering Fintech business and global market leader in mobile money. Starting from 2007 as a convenient means by which the unbanked and underbanked could make digital payments.

M-Pesa has now grown to offer over 50 million active customers Financial Services, Enterprise, Merchant and Retail solutions. We are proud of our work in enabling the digital economy in our markets, and in driving Financial Inclusion.

M-Pesa Africa is now making strides to deepen and strengthen its offering to consumers and businesses in our operating countries, making it easier for them to manage their money and get more from their resources.

In this role you will be responsible for managing and coordinating the Service Operations Centre (SOC) team. Specifically, you will be tasked with ensuring that the Operations Centre runs efficiently without interruption. You will primarily deal with Users, Customers, Vendors, Engineers and the whole technical team.

Key Role Responsibilities

Lead the Service Operations Centre team

Direct supervision of SOC team members

Report on key metrics of availability, incident resolution and service delivery performance

Manage and document Standards, Policies, and Processes for the SOC based on best practices

Perform regular process improvement reviews to ensure ongoing optimization

Incident and Event Management

Responsible for ensuring efficient resolution of incidents through people, process and technology.

Ensure correct categorization of calls to reduce SLA breaches and downtime

Provide timely, accurate, and effective communication on service impacting events.

Work with vendors on issue resolution and communications

Enterprise Monitoring

Responsible for the process to effectively monitor all services that ensures

compliance with Tier model and SLAs

Responsible for toolsets required to provide event management services

Ensure maximum exploitation toolsets within Vodacom catalogue for monitoring

Ad-Hoc Project Management

Manage projects to upgrade and maintain NOC technologies (SolarWinds, Splunk, etc).

Assist with various service-related projects as requested.

Qualifications

Apply if you have:

Essential

Degree Qualification - Preferably STEM (Science, Technology, Engineering and Mathematics

Minimum of 7 years of relevant experience or equivalent combination of education and work experience

3+ years team or project management experience

Experience with monitoring technologies including Splunk, SolarWinds.

Monitoring or troubleshooting experience for business-critical and revenue-generating platforms

System administration and troubleshooting of Linux, Unix and Windows

Experience implementing and maintaining monitoring policies and best practices

Demonstrated ability of industry standard process frameworks (ITIL / Six Sigma).

Desirable

Prior experience working with Site 24x7 and AlertSite

What you can expect from us:

We believe in a fair and robust interview process

We have a robust flexible total reward scheme
Dedicated support and mentoring/coaching

Opportunity to develop and progress – plus a solid dedication to work-life integration. It all means you’ll have everything you need to advance your career and achieve your full potential.

How to Apply

For more information and job application details, see; Safaricom M-Pesa Africa – Service Operations Centre Manager Jobs in Kenya

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