20 Aug 2014

Senior Manager – Technical Support (MPESA) Job Vacancy

Safaricom Limited is the leading mobile telecommunications company in Kenya. We are pleased to announce the following vacancy in the IS Operations Department within the Technology Division.

Senior Manager – Technical Support (MPESA)
Ref: T_SMTS_AUG_2014

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:

  • Reporting to the Head of Department-IS Operations, the position holder will manage the MPESA technical 1st line and 2nd Line support; team lead, co-ordination and collaboration with both internal and external MPESA operation support teams;
  • Manage Resources both Human and material in provision of support to the MPESA systems, processes and functions;
  • Interface with 3rd line support, partners and Vendor deliverables, contracts and licenses for all the MPESA system components within Safaricom and will be accountable for the performance and availability of the MPESA system.

Key Responsibilities:

  • Plan, resource and deliver appropriate, proactive MPESA IT support, including skill analysis and training requirements, software and hardware resourcing;
  • Mentoring, motivation and training of the relevant teams;
  • Conflict resolution and ensuring good organizational climate;
  • Ensure MPESA process and policy documents are functional and up to date;
  • Manage the technical functions of the Safaricom Financial services eco-systems
  • Ensure that all MPESA System Software, MPESA applications, infrastructure servers, storage, operating systems, Backups and related applications are designed, implemented and managed to meet the business’ requirements;
  • Manage and lead a team of managers within MPESA technical support;
  • Define performance indicators, assign tasks, and define goals and objectives for the staff develop the skill base of the staff assigned, motivate, discipline and recommend reward of staff;
  • Development and analysis of relevant management KPI reports on all aspects of MPESA system;
  • Provide input to IS Operations departmental budget.

Role Requirements

  • Msc ISM or MBA is preferred;
  • Bachelor’s Degree in IT/Computer science or related field;
  • UNIX, Microsoft, ITIL v3 certification and project management Certification;
  • Oracle Certification especially database and applications;
  • 4 years’ experience in IT Senior Management;
  • 8 years’ experience in IT Administration working in a busy Telco or Bank;
  • Business analysis skills ( Advanced level);
  • Proven team leadership in a multinational IT environment preferably a telco or bank;
  • Hands on skills in Networks/RDBMS/Unix/Windows servers/Programing applications;
  • Excellent analytical and communication (written and verbal) skills along with meeting facilitation skills;
  • Logical and physical data modeling, relational databases;
  • Expertise in enterprise applications architecture;
  • Communication and interpersonal skills;
  • Problem solving skills;
  • Decision making skills.

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Monday 25th August 2014.

The Head of Talent and Resourcing,
Safaricom Limited
via E-mail to

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