Driving banks/fintechs success rate to 98% of all transactions on the switch.● Driving certification (UATs and SITs) processes and ensure documentation sign-offs● Performing quality assurance tests and sanity checks before deployment of any solution.● Daily monitoring of platform performance and uptime of bank interfaces using availablemonitoring tools and dashboard.● Liaising with various stakeholders to ensure product success and sustainability.● Collaborating with other engineers to provide 24/7 support in line SLA principles to ensure99.99% uptime of the payment platforms(MGW,PGW, Switch)● Supporting workflows and service management consisting of closing incidents within servicelevels agreement (SLA), engaging 3rd line support where necessary, managing problemsensuring updated bug records and RCAs.● Supporting banks reconcile payments and ensure accurate settlement at KEPSS.● Creating, prioritizing, and maintaining a product backlog to maximize business value (ROI)● Prompt escalation of issues to vendors and ensure all issues are resolved within agreedTAT● Managing the fraud management system.● Facilitating smooth onboard of Banks and Fintechs.● Tracking and documenting the problems-solving process, including all successful andunsuccessful decisions made, and actions taken, through to final resolution.● Creating and maintaining technical articles (Tips, FAQs, etc.) for publication in a knowledge baserepository.● Leading training sessions for junior support engineers and end-users● Assisting in the deployment, configuration, and maintenance of applications across multipleenvironments

Documenting and tracking all customer interactions in the CRM system, maintaining detailedrecords for future reference.● Managing daily settlement process involving the banks settlements accounts at the KenyanCentral Bank with reports to each bank● Monitoring applications and devices for capacity management and alert management.● First line support and troubleshooting problems for Banks.● Prioritizing and managing many open support cases at one time. Solicit customer feedback toimprove service and support.● Training of new staff support methodology to existing and new colleagues.● Responding to customers’ inquiries concerning support requests and systems status.● Evaluate documented resolutions and analyze trends for ways to prevent repeated futureproblems/issues.● Create and maintain technical articles (Tips, FAQs, etc.) for publication in a knowledge baserepository.● Training banks on the use of various monitoring tools to help banks resolve their own customerissues.● Supported end-users by addressing application-related inquiries and issues via phone, email, andticketing systems.● Troubleshoot technical problems related to software and hardware, providing step-by-stepguidance to customers.

 Installation and configuration of devices Troubleshooting network related issues. Provide support to the staff. Support roll-out of new applications

 Provide first point of IT Support contact for all CIC staff Creating user accounts in the active directory. Unlocking and resetting user passwords as per request by the users Creating user emails accounts in the mail exchange server.  Connecting and troubleshooting printers from the print server Installing and configuring computer hardware operating systems and applications. Assisting staff through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues. Troubleshoot technical issues to resolution and/or escalate to supplier or partner organizations as required Log all incidents and service requests in CIC designated Helpdesk

 Managing the internet LAN/WIRELESS Managing customers database system Managing the computer system at workplace Updating the brokerage system/ reports