The Manager Vooma is responsible for the service reliability, quality, and integrity of VOOMA Platform. Developing subject matter expert knowledge of Fintech, Mobile, eCommerce and other payment banking technologies. The role holder will also provide leadership to support engineers and vendor consultants towards ensuring a service and system stability.
Provide leadership to KCB VOOMA Support team and prepare duty schedules.
Provide 1st level Support to Customer experience, Operations, Finance and other internal Sections on functionality issues.
Keep track of user issues and oversee their prompt resolution and documentation of RCAs.
Maintain up to date system and user documentation including configuration documents.
Maintenance of accurate and updated system configuration and documentation for all the VOOMA systems and ensure that constant review and versioning is done.
Ensure compliance of SLAs by system vendors
Continual Service Improvement by recommending and implementing upgrades or changes to the mobile & internet solutions for increased performance, security or business benefits.
Proactively research & investigate functionalities suitable for the local market and discuss with key stakeholders to obtain buy-in.
Transfer system knowledge to support and operations teams on new features and support processes.
Provide weekly system performance reports.
Work with the development teams to ensure that new deployments incorporate all the operational requirements.
Following established change management practices by ensuring that they are well tested and are rolled out in a manner that adheres to established business processes.
Drive attainment of efficiencies through automation of processes/activities.
Deploy and support of BCM strategies for Fintech Services.
Support VOOMA product development team by participating in testing and piloting new functionality where required.
Manage all the security elements related to the Fintech systems locally (certificates, interfaces, Access to systems).
Provide Risk Management for all Fintech Systems Operational requests as per the IS Audit/Risk Recommendations.
For the above position, the successful applicant should have the following:
Bachelor’s degree in Information Technology or Computer Science from a recognized university.
At least 4 years’ progressive experience in Technology with at least 3 years’ experience in Digital Channels Administration and at least 2 years’ experience in Linux Server Administration.
Experience in IT Projects and Business Analysis.
Strong interpersonal and communication skills.