Vacancies at MFS Africa

The ideal candidate will have experience developing and delivering exceptional customer journeys; providing high-quality, efficient customer support at scale; using data from the support team to provide input on how to improve a product or service; using pro-active problem-solving to identify key problems and prevent them from occurring again; and applying best practices in customer issue resolution.

You might be a good fit if you are/have:

• Self-starter with a natural curiosity for constant service improvement
• Proven track record of revolutionizing processes
• You lead by example and you enjoy getting your hands dirty
• You are a gifted communicator, both written and verbal
• Comfortable analyzing data to understand trends, identify issues, and identify opportunities for improvement
• Ability to multitask in an environment with shifting priorities
• Ability to work autonomously and independently in a highly demanding environment
• Willing to take accountability for work produced
• Resilient and comfortable working in a highly complex environment
• Highly organized and able to prioritize work appropriately
• Highly solution-oriented with solid problem-solving ability
• Possess a strong bias towards action
• Willingness to perform at a level that exceeds expectation
• Undertakes their role with the highest level of integrity
• Fluency in English and French (verbal and written) preferred

Duties and Responsibilities:

• Create a partner-centric culture focused on finding solutions and creating loyal partners
• Raise the bar – work continuously with the team to ideate, build and scale new ways of thinking/approaches to raise the bar in terms of the value we are bringing to our partners
• Establish, monitor, and report performance metrics for the Partner Support team
• Manage and lead a team of experienced Support Analysts contracted from around the continent
• Hire, coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
• Develop and manage ticket queues and escalation paths, ensuring SLAs are adhered to
• Maintain oversight of logged calls and tickets through the MFS Africa ticketing system to ensure they are being resolved accordingly
• Ensure the team is supported in troubleshooting escalated issues in real-time and in documenting issue resolution to contribute to department reference and training materials
• Drive operational framework that is repeatable and scalable to support to facilitate MFS Africa’s growth in clients, geographies and capabilities
• Serve as a key stakeholder, working with cross-functional teams to build out relevant help resources and internal documentation
• Drive bug resolutions, requirements and feature requests with Product and Technology teams to resolve issues and provide excellent service to the partners
• Develop a thorough understanding of MFS Africa’s products and partner/customer needs, ensuring the team is trained and enabled to support these both current and future
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention

The ideal candidate will have the following qualifications and experience:

• Bachelor’s degree, MBA advantageous
• 6+ years of experience in a customer support manager or technical support lead role
• Experience in mobile money, telecommunications or financial institutions (e.g., banks, etc.)
• Pan-African customer support experiences
• Certification in customer care-related courses advantageous
• Previous experience with the use of various service desk tools
• Advanced technical helpdesk experience
• Network monitoring tools and methodologies advantageous

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We are recruiting a DevOps and Infosec Director to join the Emerging Enterprise team. This role is paramount to the success of Beyonic  as it will initially combine the deployment manager, infrastructure manager, systems administrator, systems security engineer and database administrator functions. The role  will be in charge of eventually growing out each of these functions into separate roles on the Infrastructure, Systems, and InfoSec team.

The ideal candidate will have 4+ years of working experience in a high-tech, SaaS environment, including 2+ years as a senior engineer or network systems administrator. The position is location agnostic; however, a candidate’s home time zone will be relevant to success in the role (GMT -1 to +3 preferred). 

You might be a good fit if you have :

• Working knowledge of Unix/Linux systems administration
• Working knowledge of network administration, IP addressing, VPC, VPN setup, DMZs
• Knowledge of Google Cloud Platform, security and tools
• MySQL DBA skills & general SQL systems maintenance
• Knowledge of the general workings of SMTP, SMS, USSD, DNS, Android, IOS, Git
• Software development skills are a plus - particularly in Python, Django and/or Angular
• Microservice and Web service knowledge, including REST, SOAP, JWT
• API and web server configuration and deployment
• Knowledge of docker, kubernetes and related technologies
• Shell scripting knowledge

Duties and Responsibilities:

• Manage Beyonic’s deployment processes, including scheduling and managing deployments to ensure minimal customer impact
• Setup an robust continuous integration process across Beyonic’ s micro -services and development teams
• Assist in setting up the tools for efficient, automated QA and UAT processes
• Setup, maintain and scale Beyonic’s backend and front infrastructure and database systems, and development, test
• and production environments
• Make decisions about tools, providers and technologies to support Beyonic’s infrastructure as we scale
• Balance scale and cost to provide an efficient, performant user experience
• Setup and maintain processes for archiving, backups, security patching, application performance monitoring, redundancy and fault tolerance
• Define, disseminate & monitor Beyonic’s information security policy
• Take charge of Beyonic’s domain names, DNS systems, SSL certificates, third party services and service providers like mail,SMS and cache services
• Perform regular security scans and audits, keep abreast of the latest security advisories and threats, and train the team on the same
• Create mitigation plans for various service denial scenarios

The ideal candidate will have the following qualifications and experience:

• 4+ years of working experience in a high-tech, SaaS environment, including 2+ years as a senior engineer or network systems administrator
• An IT or software engineering degree
• IT and networking certifications with demonstrated experience

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We are recruiting Scrum Master to join the Emerging Enterprise tech team to help us deliver new features and improvements in a timely manner. As Scrum Master, your role will be to remove any impediments that slow down the team. While you will have many people to support you in this effort, you will be accountable for understanding, improving, and reporting on the team’s velocity and progress against deliverables. This team has a start-up mentality – we are working hard and fast, we must be reactive, and we want to enjoy our work and build something that we are proud of.  

We are seeking candidates with 3+ years of experience in and around software development teams. The role is location agnostic; however, a candidate’s home time zone will be relevant to success in the role (GMT –1 to +3 preferred).

You might be a good fit if you are:

• A strong communicator – You can write and speak efficiently, regardless of audience, ex. developers to C-suite.
• A team builder – You understand people and how to help them work together.
• Technically minded – You have experience with problems of a technical nature and can understand the issues the developers are facing.
• Agile – You have some experience working in an agile environment and more importantly, you can remain flexible to changing needs but also commit to projects and continue delivering work.

Duties and responsibilities:

• Coaching and guiding the team to be self-organising and use agile/scrum practices
• Ensuring that product releases/sprints are delivered on-time, within scope
• Tracking delivery priorities, tracking progress, and addressing obstacles to keep the project/ sprints on track
• Able to guide the team in refinement, daily scrum meetings, sprint demo’s, sprint retrospectives, user story point estimation etc
• Increasing team efficiency, motivating team(s) by advocating for processes that will ensure quality and timeliness
•  the development team’s velocity and working to incrementally improve it, making the team more efficient
• Create dashboards to automatically report on sprint statuses and send regular communications to stakeholders
• Working with the teams to identify and manage risks and dependencies

The ideal candidate will have the following qualifications and experience:

• Bachelor's degree in Computer Science, IT, or a related field; or equivalent related work experience
• Demonstrated track record of successful managing scrum teams with complex projects
• Experience using JIRA and Trello
• Create dashboards and communications such as status reports on team deliverables