Support Engineer at Corporate Staffing

Key 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.
• 1 – 4 years of work experience as an Engineer in a telecommunications or financial services environment.
• 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. 
• Expertise in 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
• Knowledge 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