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  • Posted: Nov 8, 2021
    Deadline: Not specified
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  • Wipro Limited  is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensi...
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    Application Operations Manager

    Roles and Responsibilities:

    As part of the MPesa Support Function, ensure the delivery of assigned MPesa services to end-customers and/or Local Market Business Teams. Act as the first escalation point towards service vendors / L2 support teams and Local Market IT teams supporting relevant infrastructure and/or connecting services. Work with all the internal and external partners in the support chain to ensure agreed service levels and adherence to the agreed support processes. Join the out-of-hours on-call rota of the support team

    Key performance indicators:

    • Manage incident resolution time within SLA target
    • Take on end to end service ownership and manage all involved parties towards a SLA compliant delivery
    • Responsible to ensure technical service level compliance for services operated by Product Operations or by 3rd parties on behalf of service owner
    • Responsible for managing incidents, including implementation of workarounds and changes, and for executing service requests, including on call duties.
    • Identify and implement best practice and process improvements with 3rd parties delivering application operation services.
    • Responsible for the communication of major incident and ensure the delivery of report to senior stakeholders

    Skills Required:

    • Must have technical / professional tertiary Education Degree/Diploma after metrics education.
    • 5-8 years of experience in managed operations of large scale IT applications and services in multi-national environment ( Mobile Payment or Financial Services Experience preferred )
    • 5-8 years of experience in managing 3rd parties and solution vendors to ensure services are delivered according to agreed SLA
    • Strong knowledge of operations management of high complex IT/financial services
    • Deep understanding of operational procedures and process standards (e.g. ITIL) and the ability to apply and evaluate them for continuous improvements in the service operations area.
    • Strong ability:
    1. To manage in dynamic, high-growth, high-uncertainty environments
    2. To balance conflicting interest
    3. To take decisions
    4. To act as a team player
    5. To act cost conscious taking into account of the financial impact of actions

    Experience and knowledge of:

    1. mobile internet communication,
    2. protocols,
    3. infrastructure,
    4. Database technology (Oracle DB, Microsoft SQL server)
    5. TCP/IP networks and Cloud
    6. Knowledge of agile and DevOPs methodology

    Benefits @ Wipro

    • Flexible working culture
    • Ongoing training and development to help you reach your full potential
    • Collaborative team - positive and empathetic people who love to laugh either through social distancing in the office or virtually from home!
    • Fun team with high-growth hustle
    • Team building, fun activities and social events
    • Career Progression

    Method of Application

    Interested and qualified? Go to Wipro Limited on www.linkedin.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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