Our client in the fintech industry is seeking an IT Support Officer responsible for ensuring system reliability, resolving technical issues, and supporting payment integrations in a high-volume transaction environment. The role focuses on maintaining uptime, managing incidents, and ensuring compliance with regulatory standards while supporting efficient and seamless operations.
Core Impact and Responsibilities
- System Reliability & Monitoring: Proactively oversee system performance and transaction health to ensure maximum uptime and immediate identification of bottlenecks or failures.
- Technical Problem Solving: Investigate and resolve transaction discrepancies, pending payments, and system errors with a focus on Root Cause Analysis (RCA).
- Integration Support: Facilitate smooth API deployments by troubleshooting authentication issues, callback failures, and transaction flows for external partners.
- Stakeholder & Vendor Liaison: Serve as the primary technical point of contact for service providers (Safaricom, Airtel, banking partners) to resolve escalated network or gateway issues.
- Incident Management: Execute the end-to-end incident lifecycle—from initial logging and triage to resolution and stakeholder communication.
- Data & Compliance: Generate detailed reconciliation reports and ensure all technical operations align with Central Bank of Kenya (CBK) regulatory standards.
- System Evolution: Conduct rigorous post-deployment testing and maintain comprehensive documentation to streamline future troubleshooting and knowledge sharing.
Qualifications and Experience
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Minimum 2 years of experience in a FinTech, banking, or payments operations environment.
- Proven experience working with mobile money integrations (M-Pesa, Airtel Money) and payment gateways.
- Strong working knowledge of APIs, RESTful services, and troubleshooting tools such as Postman.
- Hands-on experience with SQL (PostgreSQL, SQL Server) for data analysis and reconciliation.
- Solid understanding of transaction lifecycles, payment flows, and reconciliation processes.
- Experience in incident management, including triaging, escalation, and resolution in high-pressure environments.
- Familiarity with CBK regulations and compliance requirements in financial services is an added advantage.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders.
Preferred Attributes
- Experience working in a 24/7 operations or support environment.
- Exposure to system monitoring tools.
- Demonstrated ability to manage multiple priorities and respond effectively during incidents.
How to Apply
Interested and qualified candidates should apply through the Stratostaff portal via the link provided below.
