Job Description
M-Pesa Africa – Service Operations Centre Manager – (22000710)
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 deals 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
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 24×7 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.
Note to Applicants
As part of our recruitment
process we will request the below documentation which will be required as soft
copies at a later stage of the process.
- An
updated CV with a confirmation of three referees- 2 must be professional
and must have supervised you at some point, the other referee can be a
colleague in the same professional field. If the referees are within the
same organization that you are working with, you will need to confirm to
us that it’s okay to contact them in writing (via email). This also
includes all references within the Human Resources department.
- Scanned
copy of certificate of good conduct from the CID (Less than 1 year old) –
Applicable to Kenyans Only
- Scanned
copy of certificate from Credit Reference Bureau (CRB) – Applicable to
Kenyans Only
- Scanned
copy of University Certificate
- Scanned
copy of your National ID / Passport-Legal Form of Identification
How to Apply
If you feel that you are
up to the challenge and possess the necessary qualification and experience,
kindly proceed to update your candidate profile on
the recruitment portal and then Click on the
apply button. Remember to attach your updated resume.
Persons with Disabilities (PwD) and Female candidates are highly
encouraged to apply.
Closing: 7 Dec, 2022
