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Officer: MPesa Ops Service Management

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Vodafone

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Location:
Mozambique , Maputo

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

To coordinate and restore services for all incidents based on agreed service levels, operating in overnight shift in a 24/7 standby mode to ensure continuous support and rapid response. The role is responsible for third and fourth-line support and acts as the key interface between third-line support, business verticals, business partners, suppliers, and technology teams. The Business Operations Specialist also leads the management and execution of the Unique Channel to support all M-Pesa verticals, oversees business incident resolution, manages the M-Pesa ticketing system ensuring escalations are resolved within SLA, drives resolution of queries and complaints, and identifies opportunities to simplify and automate processes.

Job Responsibility:

  • Lead third and fourth-line support for complex and high-impact incidents across M-Pesa platforms and Handle all M-Pesa Ticketing Management and ensure all escalation are resolved within the SLA defined
  • Manage and resolve complex technical cases escalated from second-line support, focusing on individual and coorporate customers from all M-Pesa verticals
  • Operate overnight s in a 24/7 standby mode to ensure immediate availability for incident response and coordination, including outside normal working hours, weekends, and holidays. Ensure continuity of service and rapid escalation for critical business incidents
  • Chase all areas and push for resolution of queries and complaints and Identify opportunities to simplify and automate processes
  • Oversee business incident management, ensuring timely resolution and communication with impacted stakeholders
  • Lead fourth-line support for complex and high-impact incidents across M-Pesa platforms

Requirements:

  • Degree in IT, Engineering, Business, or relevant field
  • A minimum of 2 years job related work experience in IT Service Desk and customer service environment is desirable
  • Strong understanding of M-Pesa architecture, integrations, and operational flows
  • Deep knowledge of M-Pesa operations, including Customers, compliance and AML processes
  • Analytical skills for transaction investigation and resolution of complex cases
  • Proven experience in incident management and cross-functional coordination
  • Excellent stakeholder engagement skills, including with external partners and regulators
  • Ability to manage high-pressure situations and drive resolution across multiple teams
  • Strategic thinking and process optimization capabilities

Additional Information:

Job Posted:
February 03, 2026

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