IT Support Officer
On-siteNairobi, Nairobi County, Kenya
Job Summary
Oversee system performance and transaction health to ensure maximum uptime, investigating and resolving transaction discrepancies, pending payments, and system errors through Root Cause Analysis. Facilitate smooth API deployments by troubleshooting authentication issues and callback failures for external partners, while serving as the primary technical point of contact for service providers like Safaricom and banking partners to resolve escalated network or gateway issues. Execute the end-to-end incident lifecycle from logging and triage to resolution, generate detailed reconciliation reports, and conduct rigorous post-deployment testing to maintain compliance with Central Bank of Kenya standards. This role requires a Bachelor's degree and minimum 2 years of FinTech experience, with a focus on mobile money integrations and SQL data analysis.
Required Qualifications
- 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
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders
Desired Qualifications
- Familiarity with CBK regulations and compliance requirements in financial services
- 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
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