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Career At A Pan African Mobile Commerce Company

Date Posted: 19/Aug/2014
Deadline: Not Specified

We are a mobile commerce partner of choice and our goal is to connect all of our corporate customers, including e.g. the top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, and more services, and more value to their end consumers. We do that by providing services like mobile banking, mobile payments, content, information services and other mobile related services.

Information Technology Operations Manager

Job description

The role will primarily be responsible for the scoping, planning and designing of solutions for Company's clients. The role will also manage and oversee company' s technical operations:

-          Covering  integration of  new customers into Company's hub

-           Supporting (SLA and management of production services) of live products and services in a structured and scalable manner and to maintain and improve service levels

Candidate will be responsible for managing, developing processes for problem management and resolution that can return services to normal without delay. Maintain operational integrity of the technologies and services provided.  Daily interface with the Integration, Development, Quality Assurance, Support and IT Security members to deliver world class IT services.

Core Responsibilities:

Solutioning

  • Lead technical scoping for existing and new clients for solutions
  • Oversee planning and budgeting for solutions as per clients’ requirements
  • Lead solution development and liaise with Product Development and Product Strategy Teams to ensure adherence to budget and timelines
  • Manage all implementation client solutions as per clients’ needs in conjunction teams

Technical Support and Service management

  • Develop, manage and operationalize all client SLA’s
  • Ensure effective monitoring of services
  • Ensure accurate and fast ticket and incident management
  • Engage with customers on matters around technology operations.
  • Oversee timely and effective issue escalation and resolution with third party service providers.
  • Ensure accurate and regular service reporting for all client services.

 

 

Customer relationship management

  • Together with CTO and technical teams, pitch new services.
  • Build and maintain trustworthy relationships with key customers CTO/CIOs/IT Heads/Directors.
  • Manage multiple vendors
  • Utilize in-depth technical knowledge and business requirements to design and implement secure solutions to meet customer / client needs while protecting the corporation's assets.

Continuous Service Improvement

  • Maintain and manage a roadmap of technology deliverables that are important to ensure continuous improvement of service.
  • Drive consumerization efforts from a technology POV to optimise user experience.
  • Review and propose cost reducing improvements to solutions offered to company’s clients.
  • Develop security standards, procedures and guidelines for multiple platforms

 Project delivery

  • Manage the delivery process to ensure timely and high quality delivery of new products for Cellulant’s clients.
  • Manage required internal relationships to ensure prioritisation and sufficient resource
  • Develop project tracking and variance reports
  • Assemble risk management plans and work effort documents

Resources management (People and Capacity)

  • Build and manage people capacity to develop, implement and support company's services for all business units
  • Provide technical guidance and professional leadership for IEs, Developers, QA, IT security and Support Engineers.
  • Report team performance metrics periodically and roll-up cross-functional metrics quarterly
  • Develop/roll out training programs for technology staff to be able to handle their responsibilities and the meet business goals.
  • Improve productivity and efficiency to ensure costs are in line with budget plans
  • Provide input to the business for budgeting, estimating, planning and objective setting with respect to technology operations.
  • Define and improve the governance structures required to effectively manage, control and improve technology.
  • Mature Company’s technology operating practices against global benchmarks using ITIL

Desired Skills and Experience

Qualifications

  • Bachelor's Degree in Computer Science or related field
  • Minimum of 7 years of Technical Operations experience, with at least 3 years’ experience in leadership role
  • At least 3 years of experience in developing, deploying and managing technology solutions (products and services) for large multinational clients. Experience in the cashless payments industry is desired.
  • Project Management Certification is desired

Skills/Requirements:

  • Effective written and oral communication with all levels of the organization including senior leadership
  • Enjoys working in a team environment
  • Good knowledge of payment domain
  • Good knowledge of Java/J2ee Technology, MySQL, Oracle database.
  • Sharp analytical abilities and problem solving skills
  • Ability to prioritize and synthesize action items from disparate options and trains of thought
  • Mature judgment, negotiation, and leadership skills
  • Excellent leadership skills and teamwork skills
  • Results oriented, high energy, self-motivated

Desired experience

  • Demonstrable expertise around specifying, designing, and/or implementing payments solutions
  • Experience managing teams of engineers to deliver against project plans and SLAs.
  • Strong experience and detailed technical knowledge in technical support, incident management and issue resolution for 24x7 environments.
  • Demonstrable experience in implementing strategic technology goals across a multidisciplinary business.
  • Experience in engaging client senior staff in scoping for technology solutions needs

Method of Application

Interested and qualified? Click the Apply now button to send your application

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