Application Operations Manager at Wipro Limited

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