JOB DESCRIPTION
Reporting to the Engineering Lead – Financial Services IT, the position holder will be responsible for improving existing solutions, providing technical support, troubleshooting, and monitoring financial solutions applications to ensure 99.999% availability of the system.
Technical support duties include but not limited to architecture reviews and optimization, incident handling, detailed root cause analysis, problem management, configuration management, automation of routine tasks, documentation, and operational acceptance compliance.
RESPONSIBILITIES
- 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
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
ABOUT US
Safaricom is the leading technology company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 60 million customers connected across Kenya and Ethiopia, and play a critical role in the society, supporting over 1.13 million jobs both directly and indirectly while our total economic value was estimated at KES 1.1 trillion ($ 8.5 billion) for the 12 months through March 2025.
Listed on the Nairobi Securities Exchange and with annual revenues of close to KES 388 billion as at March 2025, Safaricom provides connectivity through wide range of technology. Our 2G, 3G, 4G and 5G network in aggregate covers over 99% of Kenya’s population.
We run the world’s largest mobile payment system and Africa’s largest Fintech, M-PESA, the world’s first mobile money transfer system. By empowering millions of customers to transact, save or borrow money through their mobile phone, M-PESA has driven financial inclusion in Kenya to 84.8% of the adult population in 2024, from a low of 26.7% in 2006, and generated over KES 161 billion in revenue as at FY25.
Our subsidiary, Safaricom Telecommunications Ethiopia, has deployed world class network and services to contribute to Ethiopia’s digital transformation.
Safaricom is an equal opportunity employer, actively recruiting staff from different backgrounds reflecting the communities that we serve. We are committed to equal gender representation at all levels.
As part of our ongoing commitment to the Sustainable Development Goals (SDGs), we continue to work towards improving energy and resource efficiency in our network and facilities to reduce carbon emissions and our fuel consumption. We remain committed to becoming a Net Zero carbon-emitting company by 2050.
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