Operations Shift Lead Jobs In Kenya 2021

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Service Operations Shift Lead Job, IT Jobs 2021,

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.


  • 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
  • Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all
  • Timely escalation and follow through of support
  • 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
  • Training of new


  • At least 3 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
  • Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform,
  • 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
  • Act as incident commander for all major service
  • Prompt detection of all support
  • Quick and accurate troubleshooting and diagnosis of
  • Timely ticket resolution and closure within
  • Adequate relevant knowledge in delivering
  • Accurate assignment and escalation of service issues
  • Attributes we are looking for:
  • Excellent communication and interpersonal
  • Leadership
  • Problem solving
  • 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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