IT Support Officer

JOB PURPOSE

• Our client in the fintech industry is seeking an IT Support Officer responsible for ensuring system reliability, resolving technical issues, and supporting payment integrations in a high-volume transaction environment. The role focuses on maintaining uptime, managing incidents, and ensuring compliance with regulatory standards while supporting efficient and seamless operations.

CORE IMPACT AND RESPONSIBILITIES

• System Reliability & Monitoring: Proactively oversee system performance and transaction health to ensure maximum uptime and immediate identification of bottlenecks or failures.
• Technical Problem Solving: Investigate and resolve transaction discrepancies, pending payments, and system errors with a focus on Root Cause Analysis (RCA).
• Integration Support: Facilitate smooth API deployments by troubleshooting authentication issues, callback failures, and transaction flows for external partners                                                                                                                                                                                        
• Stakeholder & Vendor Liaison: Serve as the primary technical point of contact for service providers (Safaricom, Airtel, banking partners) to resolve escalated network or gateway issues.
• Incident Management: Execute the end-to-end incident lifecycle—from initial logging and triage to resolution and stakeholder communication.
• Data & Compliance: Generate detailed reconciliation reports and ensure all technical operations align with Central Bank of Kenya (CBK) regulatory standards.
• System Evolution: Conduct rigorous post-deployment testing and maintain comprehensive documentation to streamline future troubleshooting and knowledge sharing.

Requirements
QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Minimum 2 years of experience in a FinTech, banking, or payments operations environment.
• Proven experience working with mobile money integrations (M-Pesa, Airtel Money) and payment gateways.
• Strong working knowledge of APIs, RESTful services, and troubleshooting tools such as Postman.
• Hands-on experience with SQL (PostgreSQL, SQL Server) for data analysis and reconciliation.
• Solid understanding of transaction lifecycles, payment flows, and reconciliation processes.
• Experience in incident management, including triaging, escalation, and resolution in high-pressure environments.
• Familiarity with CBK regulations and compliance requirements in financial services is an added advantage.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders.

PREFERRED ATTRIBUTES

• Experience working in a 24/7 operations or support environment.
• Exposure to system monitoring tools.
• Demonstrated ability to manage multiple priorities and respond effectively during incidents.