IT Operations Manager - Smartcash PSBAirtel

• Lead operations on Wallet platform and all integrations with Smartcash Partners. Aiming to ensure the best possible customer experience in line with the goals the business.
• Providing service management and operational direction with particular focus on IT service management in cooperation with Smart Cash IT Partners.
• Ensuring IT products give the expected value to customers and hence meet commercial objectives of the business.

Key Responsibilities

• Ensure timely operations and maintenance work is carried out on hardware and systems.
• Ensure that all system changes are managed in line with agreed change process to avoid outages caused by poor planning and execution.
• Ensuring technology partners deliver all services in line with the agreed SLAs.
• Validation Quality of Service reports shared by partners partner engagement to obtain feedback on ways of continuously improve the service.
• Ensuring incidents are acknowledged to reporting party.
• Ensuring prompt resolution of incidents with SLA’s and escalation to relevant teams where necessary.
• Prompt and clear updates to business partners on progress and resolution of incident.
• Obtain feedback on product performance and persistent pain points for purpose of product improvement.
• Prompt engagement customer service, Wallet platform operation, Sales team teams during scheduled maintenance outages and incidents.
• Regular business engagement & external partner engagement to improve operational efficiency.
• Translation of business service requests into clear functional change requests to be implemented.
• Bridging between business and technical teams.
• Ensure optimal scheduling of changes to minimize downtime.
• Ensuring SmartCash IT Operational policies are followed during day-to-day operations of all services, products and applications.
• Follow SmartCash IT Governance processes in consequence management.
• Closure of points raised during IT audits.
• User ID management, Ensuring Monthly QUV & CBN.
• Put the customer at the center of all we do., Ensure fairness & transparency & can-do attitude. Works seamlessly across functions, with partners & customers.
• Proactively identifies customer issues & ensures timely resolution, looks at areas for service improvement.

Educational and Certification
Must Have:

• University Degree in Computer Science or other related disciplines.
• Professional qualification/Certifications in IT skills like ITIL, Oracle data base, Linux, etc.
• Wallet /Mobile money platform expertise e.g., Comviva , Ericsson, Huawei.

Work Experience:

• 7- 10 years with a minimum of 3 years in team leadership role preferably within the Telecoms/Finance services industry.
• Experience in databases, Linux, system integration, applications development and deployment is most desirable.
• Experience in service management.

Skills and Competencies:

• Demonstrated success in managing multiple services simultaneously.
• Proven ability to influence cross-functional teams without formal authority.
• Excellent communication, presentation and organizational skills.
• Successful background with stakeholder/partner management.