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  • Posted: Mar 25, 2021
    Deadline: Apr 1, 2021
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  • Cellulant is a digital payments business. We run an ecosystem of consumers, merchants and banks in which we facilitate payments and build value through the value-added services we layer on top. In building this ecosystem we serve different types of customers with different products, in a range that includes mobile banking products, mobile credit products, US...
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    Service Operations Senior Specialist (L2) Engineer

    Job Summary

    This is a role in technology that forms the basis of one point of contact for all SLA customers. It involves continuously seeking solutions for current issues, proactively improving processes and tools while building people’s technical capacity to deliver on the team’s goals.

    Duties and Responsibilities

    • Incident management: Fast and accurate detection and troubleshooting of issues to meet customer SLA
    • Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all
    • Timely escalation and follow through of support issues
    • Monitoring and knowledge management efforts to aid in faster issue detection and
    • Knowledge management for the support team through the identification of knowledge
    • Contributing towards training and forums for team Knowledge

    Qualifications 

    • At least 2 years’ experience working within a busy IT Service operations/Desk
    • Proficiency in Linux, MySQL is
    • Working knowledge of databases, networks and security standards and application development is a clear
    • Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or
    • Ability to win in a highly collaborative
    • Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
    • BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).
    • Certification ITIL v3/4 will be an added advantage

    How you will be measured

    • Prompt detection of the support issues
    • Quick and accurate troubleshooting and diagnosis of issues
    • Timely ticket resolution and closure within SLA
    • Adequate relevant knowledge in delivering service.
    • Accurate assignment and escalation of service issues

    go to method of application »

    Service Operations Manager

    Job Summary

     This is a role in technology where the holder will be responsible for defining and implementing Information Technology Service Management (ITSM) disciplines across the Cellulant group. This involves implementation and operation of the following functions: Service assurance, Problem management, Incident management, Change management and associated reporting.

    Responsibilities

    • Ensuring the optimal functioning of the overall service management function to ensure strict adherence to customer SLA
    • Providing a single point of contact for service management (Incident, Problem and Change) across all technology operation functions to ensure SLA targets are
    • Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact
    • Ensuring that service management policies, processes and procedures documentation is created, updated and
    • Leading and facilitating implementation of new service management framework components/processes.
    • Producing regular and accurate service management reports and dashboards for leadership
    • Provide thought-leadership on ongoing improvement and enhancement of the Service Management
    • Proactive identification of common causes of calls/ticket drivers to the service
    • Ensure that changes in the production environment are carried out as prescribed in the change control
    • Maintenance of adequate tools for end-to-end service including customer and partner touch
    • Implement and maintain a knowledge base for tickets created via the service
    • Provide daily reports on Service Operations activity including ticket status, open ticket status as well as trending
    • Training Technology Operations staff on service management processes and
    • Maintain adequate technology tools for service desk communication and ticketing

    Qualifications 

    • 2 years technology leadership
    • Minimum of 4 years of proven hands-on experience in System Administration, Network Operations and Application Development e.g. MySQL, Linux systems, PHP,
    • Deep experience of common service desk and monitoring tools such as Nagios, Cacti,Newrelic, Zabbix or
    • Deep experience in Service Management processes and policy such as Incident Management, Change Management, Problem Management, Service Assurance and SLA
    • Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
    • BS or MS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems).
    • Daily reporting on Service operations
    • Weekly review of per country quality of service and uptime
    • Weekly progress on the Service Improvement
    • Adequate detection of service incidents within the stipulated
    • Timely and adequate escalation and follow-through-to-closure of service tickets to the relevant Cellulant technology

    Method of Application

    Send your CV in PDF, email subject: Service Operations Senior Specialist (L2) Engineer to [email protected] by 1st of April 2021

    Hiring will be done on a rolling basis. Only shortlisted candidates will be contacted.

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

  • Send your application

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