Support Engineer - Financial Services IT

Safaricom is seeking a Support Engineer for Financial Services IT to ensure the availability and efficiency of assigned systems and applications, particularly within the M-PESA ecosystem. The role involves a mix of proactive monitoring, incident resolution, system upgrades, and DevOps implementation to maintain high service availability. ### Responsibilities - Ensure data and/or application availability of the assigned systems and applications. - Participate in design, testing, and implementation of new products, services, functionalities, or upgrades. - Provide support for financial solutions which includes M-PESA and integrations. - Perform Systems and Applications Monitoring. - Maintain knowledge base by documenting technical knowledge. - Collaborate with team members to improve tools, systems, and procedures. - Participate and provide input to the M-PESA roadmap to ensure timely delivery of relevant products to Safaricom Customers. - Work with external and internal technical teams to ensure efficient resolution of all system issues. - Implement DevOps technologies and processes, such as containerization. - Liaise with all stakeholders to ensure new functionality, processes, and systems are fully understood. - Transfer system knowledge to internal customers on new features and support processes. - Prepare and publish accurate and timely system performance reports. - Perform regular service improvements that align with 99.999% availability. - Diagnose and troubleshoot technical issues on the assigned systems and apply a workaround or a permanent solution to resolve ensuring the MTTR is met. - Properly escalate unresolved issues to appropriate internal or external teams and follow up to ensure they are satisfactorily closed. - Provide prompt and accurate feedback to stakeholders on assigned tasks. - Ensure all issues are logged in the service management tool, properly prioritized, and resolution details are accurately recorded. ### Qualifications and Requirements - A bachelor’s degree in Information Technology, Computer Science, Engineering, or a relevant field as a minimum. - 2 years of work experience as an engineer in a telecommunications or financial services environment. - Expertise in system monitoring and alerting strategies; ability to drive improvements with automation, third-party tools, and frameworks. - Working knowledge of databases and SQL. - Software development skills in Java, Python, Angular JS, etc. - Knowledge in ITIL Service Operations processes and Agile methodology. Certification in Scrum fundamentals is an added advantage. - Working knowledge in DevOps and DevOps tools like GitHub. - Knowledge in mobile money systems, integrations, or financial systems. - Excellent problem-solving and communication skills. - Ability to work without supervision and meet tight deadlines/schedules. ### How to Apply Interested and qualified candidates should apply online through the Safaricom recruitment portal on Oracle Cloud. Ensure you complete your application before the deadline on March 17, 2026.