Head of IT Infrastructure & Operations at d.light

Position Description

The job holder will be responsible for d.light Kenya’s end-to-end delivery of IT business systems integration and support requirements. The services will include (but not limited to) supporting connectivity & integration engagements and projects, 3rd party vendor engagements, system availability, and redundancy management.

R&Rs

• Define & follow-through on all IT-related project deliverables to support Kenya’s business needs. Such activities will include:
• Manage a team of IT resources delivering support to the Kenya market.
• Lead & create a climate that attracts, retains, and motivates top-quality team members.
• Drive the SLA performance management for all services.
• Drive maintenance of pay-bill platforms with identified mobile service providers (B2C, B2B, etc).
• Set up and deploy related interconnection activities with selected contact center partners.
• Contract sign-offs to deploy and maintain IT infrastructure in d.light offices in Kenya.
• Drive the integration of d.light systems with communication platforms in Kenya (SMS, USSD, etc.).
• Oversee user training and documentation on technology systems.
• Overall responsibility of business systems availability to ensure operations are managed as required, including providing visibility of system availability to key business stakeholders in real-time. This will involve systems uptime, designing and deploying business continuity plans, remedy and escalation management,
• project management of business systems initiatives, and 3rd party vendor management.

KPIs

• Deployment of systems as per approved project milestones (time, cost, and scope).
• Deployment of business redundancies for systems and applications.
• Signed off Processes and SOP that guide on business system management.
• Vendor/ 3rd party compliance to agreed deliverables.
• Attainment of set system target deliverables notably:
  • System Availability and uptime at 99.99%
  • Problem Resolution Time
  • First Time Resolution Rate
  • Service Level Agreement compliance

Desired Skills and Experience

• Degree in Computer Systems Design, Computer Science, Electrical and Electronics Engineering, and/or equivalent work experience.
• Experience with database platforms, including Microsoft SQL Server and Oracle Database, will be required.
• Minimum of 5 years direct experience managing applications and/or systems management with demonstrated success as a manager. As well as experience in deploying business systems will be desired (e.g. deploying an ERP system, system integrations (with internal and external vendors), and contract negotiations and SOP/ Process management)
• Proven track record of delivering integration solutions in complex environments with multiple delivery teams.
• Experience in managing relationships with third-party System Integrators for SMEs.
• Experience leading a team in a fast-paced environment preferably in a commercial organization, partnering with senior business leaders.
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
• Superior verbal and written communication skills, with an emphasis on tact and diplomacy.
• Business-driven, people-focused, with exceptional influencing skills; Excellent organizational, multi-tasking, presentation, and time-management skills.
• Passion for social enterprise, development of people, and environmental benefits