Job Description
We are pleased to announce the following Position in the Digital IT Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Financial Services Tech Lead, the position holder will be responsible for governing the services deployed across financial solutions IT, report deviations from the agreed service levels, capacity changes that affect budgets and any capabilities that impact on the delivery of the end-to-end service.
leading a team in 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.
During Major Incidents the Service Operations Manager will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay.
Key Responsibilities
• During Major Incidents the Software Engineering Support Lead will participate in service recovery and will drive to ensure that end-to-end customer service is restored without delay.
• Accountable for the delivery, to agreed SLA/KPIs, of the end-to-end service to a FS IT services
• Managing the operational relationships with all stakeholders
• 3rd Party supplier Operational Management
• Understand the process and procedures of all parties to ensure that they align with the overall goals and operational aims of the organization.
• Internal Operations Liaison within customer interfacing teams, partners and suppliers
• Continuous Service Improvement (CSI) opportunities
• Developing improvement plans and training the team in best operational practices
• Overseeing Capacity planning
• Assisting with Budget forecasting
• Supporting Delivery and Project activity with operational experience, acceptance, training and process adherence
• Influencing product development with real-world Operational experience and local market
QUALIFICATIONS
• A Bachelors degree in Information Technology, Computer Science, Engineering or relevant field as a minimum
• Experience Managing OLTP Environments
• At least 5 years’ experience in Operations Management within Technology
• Excellent problem-solving and communication skills
• Working knowledge in dev ops and dev ops tools like Github
• Experience in mobile money systems, integrations or Financial systems
• Must be able to work without supervision & meet tight deadlines/schedules
• Good presentation skills
• Proactive & self-motivated
• Certification in ITIL and Scrum fundamentals is an added advantage
• OLTP architecture knowledge is an added advantage
• Project planning and delivery skills and
• budget management and forecasting
• Working knowledge of databases (Relational and non-relational)
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