Technical Support Engineer Job Nairobi

Job Description

Technical Support Engineer Job Nairobi

 About Company 

Comviva is a global leader in digital solutions and platforms for organizations in the communications and financial industry. Our portfolio of innovative digital solutions and platforms enables organizations to better meet the evolving needs of their customers and drive growth, transformation, and efficiency. Our solutions have been deployed by over 130 Communication Services Providers and Financial Institutions in more than 90 countries, bringing the benefits of digital and mobility to billions of people around the world.

Experience range – 2 to 5 Years

Skills – Linux, any database is fine, 24*7 shifts. L1 support Application Support, Basic knowledge of VAS Good to have Telecom domain,

Position Requirements

• Service Management: Responsible for managing Operations for MS VAS and to provide 2nd level support –24x7x365

• Platform Administration: To pro-actively monitor, manage and optimize resource/capacity utilization. Would also be in charge of performance monitoring and Statistical Reporting.

• Revenue Assurance: To ensure compliance to data security standards and revenue assurance.

• Incident management: To ensure fault reporting and escalation.

• Availability Management: To monitor and manage Systems to ensure end to end service availability as per platform KPI.

• Supplier Management: To provide trouble ticket escalation to relevant support partners.

• Reporting: To provide Technical, Performance and Statistical Reporting of the above support systems.

• Standby: To ensure team schedule for after hour’s standby for Value Added Services.

Role & Responsibilities

• Analyze, enhance and manage day to day operations of VAS platforms such as Messaging, Roaming, Data and Voice applications

• Resolve application problems within agreed SLA’s and coordinates users’ requirements

• Actualize policies and procedures guiding the VAS applications to ensure that integrity of applications are not compromised; and maintain optimum security of all data in the platform for business continuity and contingency planning purpose

• Work closely with the vendors during projects implementation and ensure business requirements are properly implemented

• Develop and maintain documentation for supported infrastructure.

• Supervise and ensure knowledge improvement of L1 resource

• Manage Client communication with Technical, Business and Sr. Mgmt. at Operator

• Responsible to deliver all Contractual scope and meeting KPIs/SLAs with no penalty

• Responsible for adhering to all Processes related to Operations

• Perform periodic Governance reviews with client and KPI/SLA sign offs with them

• Co-ordinates with various internal stakeholders for all Comviva deliveries

• Manage Local Operations teams & Review customer feedback with team

Nairobi County, Kenya

Technical Support Engineer Job Nairobi

Comviva