Officer: MPesa Ops Service Management Job at Vodafone (Maputo)

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

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Officer: MPesa Ops Service Management

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