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Safaricom M-Pesa Systems Support Manager Job in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya.

We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.

At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

Manager - MPesa Systems Support


We are pleased to announce the following vacancy in the IS OPERATIONS Department within the Technology Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:

Reporting to the Head of IS Operations the role holder will be responsible for providing and managing local technical support operations of the MPESA Service.

Key Responsibilities:
  • Provide Mpesa product development support by participating in testing and piloting new functionality where required;
  • Identify & implement local changes for process improvement, in liaison with internal stakeholders from Financial services and other departments;
  • Participate and provide input to the M-PESA roadmap to ensure timely delivery of relevant products to Safaricom Customers;
  • Provide 2nd level Support to Customer Care, Operations, Finance and other internal Sections on functionality issues;
  • Work with the external and internal technical teams to ensure efficient resolution of all system issues;
  • Liaise with all stakeholders to ensure new functionality, processes and systems are fully understood;
  • Manage M-PESA system capacity and anticipate user demands on resources;
  • Manage all the security elements related to the MPESA system locally (certificates, interfaces, Access to systems);
  • Provide Risk Management for all MPESA Operational requests as per the IS Auidt;
  • Provide 2nd Line Support to M-PESA Business whose Applications include M-PESA; Mshwari and IPN
  • Work with the third party development teams to ensure that the requirements as documented are clearly understood and incorporate all the operational requirements;
  • Proactively research & investigate functionalities suitable for the local market and discuss with key stakeholders to obtain buy-in;
  • Transfer system knowledge to internal Customers on new features and support processes;
  • Provide weekly system performance reports to Safaricom management.
  • Attract & recruit the best talent;
  • Develop the team through learning initiatives, mentoring & coaching;
  • Ensure team Engagement though constant feedback & communication, performance discussions;
  • Drive attainment of efficiencies through automation of processes/activities.

Role Requirements
  • Bachelor’s Degree in Computer Science, IT, and other relevant fields;
  • Holder of an advanced ITIL certification;
  • 5 years’ Work experience in a technical field of a large organization to Line Management or Senior Engineer level working with financial transactional systems, billing systems or mobile money transfer systems;
  • Experience in Logical and physical data modeling, relational databases;
  • Working knowledge of Oracle ERP/Siebel/TIBCO will be a definite added advantage;
  • Experience with MSSQL or PLSQL, automation of routine tasks, scripting;
  • Business analysis skills (Advanced level);
  • Good understanding of financial principles, financial ratios, interpretation of standard financial statements;
  • Good understanding of the IT industry, subscriber preferences and subscriber trends;
  • Attention to detail with good organizational, planning, report writing and presentation skills;
  • Proactive, confident, energetic with the ability to work under pressure, to meet tight schedules/deadlines and monitor and follow up on all actions taken;
  • Familiar with MIS Reporting;
  • Experience in managing disparate teams with diverse cultural backgrounds an added advantage;
  • Expertise in enterprise applications architecture;
  • Problem solving and Decision making skills.

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Wednesday 9th October 2013.

The Head of Talent and Resourcing,
Safaricom Limited

Nairobi via E-mail to

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