Support Engineer - Financial Services IT at Safaricom Kenya

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