Brief Description

Reporting to the Core Billing & BSS Operations Lead, the position holder will be responsible for second line support of the integration platform and related services, provide technical leadership to the support team as well as report on service performance based on an agreed upon set of metrics.  He/she will also work with the planning and delivery teams to onboard new services and engage business and other stakeholders as and when required.

Key Responsibilities:

• Coordinate releases of new product and services into production, ensure alignment of all stakeholders, review runbooks and change work instructions to ensure deployment as per plan while achieving non-functional and operational requirements.
• Ensure the operational readiness requirements are properly documented, regularly reviewed, and updated where necessary to govern introduction of services/products to production environments.
• Manage events and incidents in the integration services production environments and ensure resolution within target recovery time by identifying the root cause or putting in place a workaround to restore service or a permanent fix. Document the incident, impact and track all arising actions items via problem management.
• Ensuring all stakeholders are actively engaged during incidents and critical/major changes.
• Planning, coordinating execution and documenting the business continuity all the services in the domain to ensure disaster recovery readiness is achieved.
• Continuously evaluate the performance of the systems in the domain, review configurations and monitoring to ensure policy and technical compliance, recommend improvements and track closure.
• Engaging stakeholders across different business units on continuous service improvement initiatives within the domain, track, update on progress to closure and manage any impediments.
• Maintain reports on team performance, vendor performance and system performance as well as review departmental and divisional reports especially around availability, capacity, and service management, pick out any actions that require attention and prioritize for resolution.
• Lead the integration engineers on day-to-day activities while ensuring proper resource scheduling for optimal delivery.
• Undertake regular one on ones, performance reviews and mentorship of team members to ensure optimal performance.
• Work with the planning and development teams to chart the target architecture and roadmap to evolve integration systems to fit for future platforms.
• Lead the team on research in new ways of operating integration platforms, identify opportunities for automation and well as spearhead the adoption of machine learning and AIOps.

Requirements:

• University Degree in Computer Science or related technical field.
• 8 years’ experience in a networked and dynamic IT environment at least 5 of those should be as a senior operations/support engineer or as a software developer.
• 5 years IT operations experience at least 3 of which are in middleware integration platforms like Tibco, MuleSoft, Oracle SOA, JBoss etc and Business Process Management solutions such as Tibco BPM.
• Advanced skillset in webserver administration and optimization. E.g., Apache, Apache Tomcat, Nginx, Microsoft IIS etc.
• Experience in relational databases e.g., oracle, MySQL; database scripting e.g., PL/SQL and working knowledge of NO-SQL databases.
• ITIL and agile experience, training, and certification.
• Experience in monitoring of large-scale systems and deployment of automation and machine learning to provide self-healing/AI Ops capabilities.
• Knowledge and experience with No-SQL databases, cloud technologies e.g., AWS, Python/Java programming will be an added advantage.

Closing: 29, Nov, 2022

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.

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 

Closing: 7 Dec, 2022