JOB PURPOSE

To lead and manage IT Operations, Service Delivery, User Acceptance Testing (UAT), and Technology Project Delivery by ensuring the availability, performance, reliability, and continuous improvement of all businesscritical systems and services. The role is responsible for operational governance, incident management, partner management, change management, and successful execution of technology projects from initiation through implementation, ensuring alignment with business objectives and regulatory requirements.

CORE RESPONSIBILITIES ARE:

• Establishing and maintaining IT Service Management (ITSM) processes aligned to Information Technology Infrastructure (ITIL) best practices.
• Developing and managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conducting service review meetings.
• Ensuring customer satisfaction.
• Drive Continual Service Improvement initiatives.
• Producing monthly reports and dashboards.
• Managing service catalogues and performance measurements.
• Ensuring high availability, stability and performance of IT operations, infrastructure and business systems.
• Ensuring availability and performance of infrastructure, applications, databases and integrations.
• Successful User Acceptance Testing (UAT) and release readiness ensuring solutions meet business requirements prior to deployment.
• Developing User Acceptance Testing frameworks and governance.
• Coordinating test planning and execution.
• Maintain User Acceptance Testing records.
• Ensuring high availability, performance and reliability of all IT systems and services through effective operational management and governance.
• Conducting capacity planning and performance monitoring.
• Leading governance meetings and service reviews.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• Bachelor’s degree in Computer Science, Information Technology or equivalent.
• Atleast 4-8 years’ experience in IT Operations, Telecommunications and Project Management.
• Experience in Telecommunications, Financial Services, FinTech, Banking or Technology.
• PMI, ITIL certification preferred.
• Knowledge of Linux, databases, web applications, Android/iOS, Kubernetes.
• Knowledge of IN, SMSC and USSD. VMware experience.
• Member of Professional Body (ICTAZ).

Relevant Experience:

• Telecommunications or Banking experience.
• Deep knowledge of project management and system development methodologies.
• Strong understanding of online applications and Mobile Money platforms.
• Knowledge of mobile commerce and digital payments is desirable.

COMPETENCIES REQUIRED FOR THE POST

• Problem solving and analytical skills, result oriented.
• Able to work within and manage a team of professional, guiding and coordinating towards achieving common objectives.
• Networking ability – Internal & External
• Self-starter with strong business judgment who can initiate action and follow through with welldefined solutions and action plans.
• The ability to effectively communicate technical concepts to non-technical clients at all levels of the organization

• Establishing and maintaining IT Service Management (ITSM) processes aligned to Information Technology Infrastructure (ITIL) best practices.
• Developing and managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conducting service review meetings.
• Ensuring customer satisfaction.
• Drive Continual Service Improvement initiatives.
• Producing monthly reports and dashboards.
• Managing service catalogues and performance measurements.
• Ensuring high availability, stability and performance of IT operations, infrastructure and business systems.
• Ensuring availability and performance of infrastructure, applications, databases and integrations.
• Successful User Acceptance Testing (UAT) and release readiness ensuring solutions meet business requirements prior to deployment.
• Developing User Acceptance Testing frameworks and governance.
• Coordinating test planning and execution.
• Maintain User Acceptance Testing records.
• Ensuring high availability, performance and reliability of all IT systems and services through effective operational management and governance.
• Conducting capacity planning and performance monitoring.
• Leading governance meetings and service reviews.

• Problem solving and analytical skills
• Team management
• Networking ability – Internal & External
• Initiative and follow-through
• Effective communication of technical concepts to non-technical audiences
• Knowledge of Linux, databases, web applications, Android/iOS, Kubernetes
• Knowledge of IN, SMSC and USSD
• VMware experience

• Bachelor’s degree in Computer Science, Information Technology or equivalent.
• PMI, ITIL certification preferred.
• Member of Professional Body (ICTAZ).