Job Description

Location: Dar es Salaam

Experience: 8-12 years

Qualifications:

• Master's degree or engineering school qualification in Computer Science, Telecommunications, Information Systems, or a related field.
• 8-12 years of experience in NOC, IT Operations, Telecom, or Fintech.
• Proven leadership experience in incident management, operations, and KPI governance.

Core Responsibilities

• Lead and govern 24/7 operations across Alpha, Bravo, and Charlie shifts, ensuring compliance with shift management and handover processes.
• Ensure accurate shift handovers, roster management, leave coverage, and operational readiness across the hub.
• Act as the primary escalation point for major incidents, owning P1 incident management, resolution coordination, and stakeholder escalation.
• Enforce incident response protocols and coordinate cross-hub support during high-severity or multiple concurrent incidents.
• Oversee operational KPI reporting, including Platform Availability, Transaction Success Rate, MTTD, TTR, MTTR, and Detection Quality Ratio.
• Monitor incident trends and on-call activation metrics, escalating operational capacity concerns when required.
• Manage GSOC monitoring tools, platform configurations, and adherence to operational processes and governance standards.
• Drive cross-hub operational alignment, process compliance, and continuous improvement initiatives.
• Escalate process deviations, operational risks, and unresolved issues to GSOC leadership within agreed timelines.
• Lead and manage the performance of Senior Operators and NOC Operators, ensuring high operational standards.
• Govern onboarding, training, and shift-readiness of new operators in line with established operational requirements.
• Support career development and succession planning, maintaining progression pathways from NOC Operator to Senior Operator and Hub Team Lead roles.

Core Competencies

• Strong knowledge of ITIL incident, problem, and change management.
• Proficiency in ServiceNow ticketing, workflows, and reporting.
• Experience with Grafana and Prometheus monitoring and alerting.
• Skilled in Kibana log analysis and troubleshooting.
• Understanding of mobile money, USSD, and transaction flows.
• Familiarity with network and application monitoring.
• Experience in KPI reporting and dashboard management.

• Lead and govern 24/7 operations across Alpha, Bravo, and Charlie shifts, ensuring compliance with shift management and handover processes.
• Ensure accurate shift handovers, roster management, leave coverage, and operational readiness across the hub.
• Act as the primary escalation point for major incidents, owning P1 incident management, resolution coordination, and stakeholder escalation.
• Enforce incident response protocols and coordinate cross-hub support during high-severity or multiple concurrent incidents.
• Oversee operational KPI reporting, including Platform Availability, Transaction Success Rate, MTTD, TTR, MTTR, and Detection Quality Ratio.
• Monitor incident trends and on-call activation metrics, escalating operational capacity concerns when required.
• Manage GSOC monitoring tools, platform configurations, and adherence to operational processes and governance standards.
• Drive cross-hub operational alignment, process compliance, and continuous improvement initiatives.
• Escalate process deviations, operational risks, and unresolved issues to GSOC leadership within agreed timelines.
• Lead and manage the performance of Senior Operators and NOC Operators, ensuring high operational standards.
• Govern onboarding, training, and shift-readiness of new operators in line with established operational requirements.
• Support career development and succession planning, maintaining progression pathways from NOC Operator to Senior Operator and Hub Team Lead roles.

• Strong knowledge of ITIL incident, problem, and change management.
• Proficiency in ServiceNow ticketing, workflows, and reporting.
• Experience with Grafana and Prometheus monitoring and alerting.
• Skilled in Kibana log analysis and troubleshooting.
• Understanding of mobile money, USSD, and transaction flows.
• Familiarity with network and application monitoring.
• Experience in KPI reporting and dashboard management.

• Master's degree or engineering school qualification in Computer Science, Telecommunications, Information Systems, or a related field.
• 8-12 years of experience in NOC, IT Operations, Telecom, or Fintech.
• Proven leadership experience in incident management, operations, and KPI governance.