Cellulant Service Operations Shift Lead Job in Kenya

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Job Title: Service Operations Shift Lead

Cellulant is the leading one-stop digital payments company in Africa operating in 10 markets i.e. Kenya, Nigeria, Uganda, Tanzania, Ghana, Malawi, Zambia, Zimbabwe, Botswana, and Mozambique: providing the glue connecting everyone to everything, every day.

To do this we are looking for qualified, passionate, dynamic, and vibrant people to drive our strategy and agenda.

Job Summary: This is a role in technology where the holder will be responsible to lead and drive activities guided by key processes in order to meet and maintain service levels and improve customer delight: Incident management, issue detection, monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.

Duties and Responsibilities

  • Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.
  • 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 times.
  • Timely escalation and follow through of support issues.
  • Monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.
  • Knowledge management for the support team through the identification of knowledge gaps.
  • Contributing towards training and forums for team Knowledge sharing.
  • Training of new employees.

Qualifications for the role

  • At least 3 years’ experience working within a busy IT Service operations/Desk environment.
  • Proficiency in Linux, MySQL is mandatory.
  • Working knowledge of databases, networks and security standards and application development is a clear advantage.
  • Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.
  • Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform, Ansible.
  • Ability to win in a highly collaborative environment.
  • 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:

  • Act as incident commander for all major service interruptions.
  • Prompt detection of all 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
  • Attributes we are looking for:
  • Excellent communication and interpersonal skills.
  • Leadership skills.
  • Problem solving skills.
  • Ability to teach and mentor.

How to Apply

Send your CV in PDF, email subject: Service Operations Shift Lead to [email protected] by 1st of April 2021.

Hiring will be done on a rolling basis.

Only shortlisted candidates will be contacted.

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