Vodafone

Officer – MPesa Ops Service Management

Vodafone

full-time

Posted on:

Location Type: Office

Location: Mozambique

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About the role

  • To coordinate and restore services for all incidents based on agreed service levels.
  • Operate in overnight shifts in a 24/7 standby mode to ensure continuous support and rapid response.
  • 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.
  • Lead the management and execution of the Unique Channel to support all M-Pesa verticals.
  • Oversee business incident resolution and manage the M-Pesa ticketing system ensuring escalations are resolved within SLA
  • Drive resolution of queries and complaints and identify opportunities to simplify and automate processes.

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.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
incident managementM-Pesa architectureM-Pesa integrationsM-Pesa operationstransaction investigationprocess optimization
Soft Skills
stakeholder engagementanalytical skillsstrategic thinkinghigh-pressure situation managementcross-functional coordination
Certifications
degree in ITdegree in Engineeringdegree in Business