Qualifications

• A bachelor’s degree in information technology, Computer Science, Engineering or relevant field as a minimum
  
• 2 years of work experience as an engineer in a telecommunications or financial services environment
  
• Expertise system monitoring and alerting strategies and can draw on their experience to drive improvements in system monitoring with automation, third party tools and frameworks
  
• Working knowledge of databases and SQL
  
• Excellent problem-solving and communication skills
  
• Software development skills in Java, python, Angular JS etc
  
• Knowledge in ITIL Service Operations processes and Agile methodology. Certification in Scrum fundamentals is an added advantage.
  
• Working knowledge in dev ops and dev ops tools like Github
  
• Knowledge in mobile money systems, integrations or financial systems
  
• Must be able to work without supervision & meet tight deadlines/schedules
  

• Ensure data and/or application availability of the assigned systems and applications.
  
• Participate in design, testing and implementation of new products, services, functionalities, or upgrades
  
• Provide support for financial solutions which includes MPESA and integrations
  
• Perform Systems and Applications Monitoring
  
• Maintain knowledge base by documenting technical knowledge
  
• Collaborate with team members to improve the tools, systems, and procedures
  
• Participate and provide input to the M-PESA roadmap to ensure timely delivery of relevant products to Safaricom Customers.
  
• Work with the external and internal technical teams to ensure efficient resolution of all system issues
  
• Implement DevOps technologies and processes, e.g: containerization
  
• Liaise with all stakeholders to ensure new functionality, processes and systems are fully understood
  
• Transfer system knowledge to internal customers on new features and support processes
  
• Prepare and publish accurate and timely system performance reports
  
• Perform regular service improvements that align with 99.999% availability
  
• 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
  
• Properly escalate unresolved issues to appropriate internal or external teams and follow up to ensure they are satisfactorily closed
  
• Provide prompt and accurate feedback to stakeholders on assigned tasks
  
• Ensure all issues are logged in the service management tool and are properly prioritized and also accurately log resolution details in the ticket