Description
Role purpose: Provide 1st and 2nd level of support to M-Pesa systems and IT business processes. Provide ITIL management under M-Pesa ITIL Operations to cope with operational demand from existing and new services and suppliers.
Key accountabilities and decision ownership
• Develop ITIL Operations team in enhancing and growing skills and capabilities through effective knowledge sharing
• Ensure expertise, quality and transparency on the end-to-end ITIL Operations and value delivered to organizational leaders and relevant stakeholders
• Actively Support M-Pesa incident / Change / Problem / Service Request / Documentation and SLA Management
• Support M-Pesa IT Business Continuity exercises
• Act as a Senior SME and constantly search for opportunities to identify relevant technology trends and innovations that can improve ITIL Operations engineers’ skillset and overall technology roadmap
• Deliver a service mentality and collaboration approach to enhance Continuous Service Improvement
Core competencies, knowledge and experience
• Understanding of the OSI Stack.
• Strong analytical and Planning skills, servant leadership, confident, Self-driven towards achieving goals;
• API, UNIX OS, SQL, Business Intelligence, Power BI, Oracle, Cloud experience
• Excellent communication, presentation skills and fluent in both English and Portuguese
• Solid experience with financial services
Must have technical / professional qualifications
• Degree in IT related field will be valuable and a minimum of 5 years’ experience in Information Technology
• API and Linux Certification
• ITIL Certification
• AWS and Agile Certification (desirable)
Key performance indicators
• General Service Level (Availability, Capacity Planning, Timely Reporting, Continuous Service Improvement Initiatives)
• Able to expose himself in a multinational environment and to management level with good communication skills (one company & local roots) and be innovation hungry
• Capacity to drive project choices and to implemented them (ambitious and competitive)
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company
