Support Engineer - Financial Services IT

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