Fresh Jobs at Interswitch

Job Purpose

• Managing Technology Processes inherent in creating, managing and delivering training virtually.
• Building, Partnering and Managing and supporting administrative platforms for the Professional Services Team such as the Learning Management System (LMS) and Learning Content Management Systems (LCMS).
• Effectively markets professional services learning solution to pre-defined target markets online and deliver revenue targets as assigned for the financial year.

Key Responsibilities:

Strategy Development

• Understands the vision and strategy for the Professional Services Market
• Builds and grows Professional Services brand virtually
• Successfully transform key Professional Services onsite courses to virtual programmes
• Work with the team to ensure execution of sales strategies to improve market share for our virtual training solutions.

Graphic Design:

• Provide and evaluate visuals used during the content development process
• Work closely with the Design & UX Team to provide visuals, design and UX for learning programs.

LMS/LCMS Management:

• Maintain and support administrative platforms such as learning management systems (LMS) and learning content management systems (LCMS).
• Maintain and support partner platforms LMS & LCMS.

Authoring Systems Management

• Maintain, support and supervise the tools, technologies and content used during instructional design and content development.

Delivery Platform Management

• Provide technical and learning support for the technology used for electronic and online delivery of learning programs.
• Deliver end to end learning solutions virtually on Professional Services Platform
• Consistently update and make readily available learning programs on ISW platforms for client consumption.
• Managing Technology Processes inherent in creating, managing and delivering training virtually.

Collaboration Platform Management

• Manage social and collaborative tools for the purpose of knowledge sharing and team learning.
• Increase number of virtual presences of the professional services portfolio.

Marketing and Communication

• Increase number of users on learning platform in line with meeting revenue targets
• Effectively markets professional services learning solutions to pre-defined target markets and deliver revenue targets as assigned for the financial year on the virtual platform.
• Prospects for new opportunities and identifies new profitable customers for Professional services learning solutions in all the sectors
• Cross-sells and up-sells departmental learning solutions to both new and existing clients Follows up on leads and opportunities
• Telemarketing- virtual selling and onsite selling cold calls (when necessary)
• Own and manage internal and external KYC documentation process for clients on-boarding.
• Provide periodic reporting on leads and sales activities
• Generates demand by pro-actively reaching potential customers to make them aware of professional learning solutions

Customer Relationship and Account Management

• Develops, manages and maintains strong relationship with key accounts in different sectors by applying the relevant key account management framework
• Liaises with relevant internal teams to ensure customer issues and complaints with key clients are properly resolved and escalated when necessary.
• Identification and confirmation of customer requirements

Project management and sales tracking

• Service management as regards upgrades, outages and issues Competition/Market Feedback Analysis
• Monitors trends in client buying behavior and provides relevant market feedback about competing solutions to the team
• Understands industry trends and sells value proposition based on case studies
• Provides input about competitor solutions (features/pricing/strategy) that will aid professional services sales efforts

Event Management & Product Visibility

• Identifies networking opportunities, sales conferences and events that would provide positive impact to the sales bottom line in all sectors.

Performance Review and Monitoring

• Carries out daily review of open opportunities for the team to ensure they are closed in the month of consideration.
• Reviews set targets against actual with the team with respect to sales turnover and revenue generated.
• Reviews possible revenue lines and income for the coming quarter.
• Monitors performance & deviations from budget.
• Conducts monthly review of open opportunities for the team to ensure they are closed in the month of consideration.
• Track sales progress.

Academic Qualification

• BSc in Computer in Science
• MSc is an advantage

Professional Qualification

• Digital Marketing, Technical Writing etc

Experience: 7 - 10 years

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Job Summary

• We are seeking a highly skilled Project Manager that will be responsible for implementing Agile/Scrum methodologies, managing project resources, and ensuring the successful delivery of projects. The PM will work closely with cross-functional teams to drive projects from conceptualization to deployment.

Responsibilities

Internal Communications

• Execute a communications plan within established internal communication systems and procedures. Facilitate communication between technical and non-technical stakeholders.

Project Management

• Work within an established project management plan to achieve specific goals.
• Lead Agile/Scrum methodologies across project teams and conduct daily stand-ups, backlog grooming, sprint planning, and retrospectives.
• Engage in technical discussions and decision-making with engineering teams.

External Communications

• Execute a communications plan within established systems and procedures.
• Monitor and report on project statuses to various stakeholders.

Leadership and Direction

• Delivers outcomes by managing others and working within established systems

Technical Competencies:

Verbal Communication

• Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.

Computer skills

• Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

Planning and Organizing

• Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

Action Planning

• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Policy and procedures

• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

Using ERP

• Microsoft Dynamics AX, JIRA Atlassian, MS Project, MS Excel.

Qualifications

• University (First degree) Minimum of 2 years of project management experience.
• Certified Scrum Master (CSM) or equivalent Agile certification is a plus.
• PMP/ Prince2 Certification is a plus.
• Proven track record of successfully delivering technical projects.
• Exceptional communication skills, both verbal and written.
• Strong team management skills.

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Job Purpose:

• Lead the delivery and support of complex solutions and service requests, ensuring alignment with organizational objectives and customer needs.
• Provides Technical Support / Site Reliability Engineering services to implement and support the delivery of Value-Added Services (VAS) around SMS Messaging, USSD, and Mobile/Digital Financial Services.
• Mentor and guide junior engineers, fostering a culture of continuous improvement and professional development within the team.

Responsibilities 

Technical Implementation and Delivery

• Lead the design, installation, configuration, and delivery of systems supporting Interswitch’s messaging, USSD, Mobile, and Digital infrastructure applications.
• Oversee the implementation of SMS, USSD gateway, Mobile Banking Proxies, and 2FA
• Servers for bank operations and business continuity, including the resolution of postmigration incidents.
• Develop comprehensive documentation for configuration changes, impact assessments, and rollback procedures, ensuring all changes are communicated effectively to relevant stakeholders.
• Identify and implement scalable solutions to optimize resource utilization and provide economies of scale.
• Drive the engineering of SA-related solutions for various projects and operational needs,
• initiating requests for network configuration changes with the infrastructure management team.

Technical Support and Escalation Management

• Serve as the primary point of contact for technical inquiries from customers/clients, ensuring timely closure of support tickets on the Interswitch Helpdesk platform.
• Provide third-level incident resolution for complex issues related to SMS Messaging/USSD/

Mobile Banking, and Internet Banking.

• Monitor message queues, network outages, and e-payment failures (Bills payment/VTU), escalating and collaborating with TELCO's/third-party IT support teams for swift resolution.
• Analyze customer support data trends to identify areas for improvement and implement strategies to enhance service quality.
• Engage with MNOs for sender ID registration and whitelisting, streamlining the onboarding process for new and existing SMS customers.

Technology Infrastructure and Service Management

• Proactively monitor and optimize the performance of technical infrastructure and services, utilizing advanced tools like App Dynamics, Nagios, Prometheus, Grafana, Dynatrace, and DataDog.
• Ensure compliance with internal and external regulatory requirements in technology and service management.
• Represent customers in liaising with shared technology teams on incident reports, ensuring effective communication of service downtimes or notifications to both internal and external customers.
• Report significant issues to line managers, product managers, and software development clusters, providing actionable insights for resolution.

System Maintenance and Optimization

• Lead weekly routine/health check maintenance and optimization efforts for existing
• Interswitch Digital Messaging and Mobile Banking systems to ensure reliability and performance.
• Oversee database backups, cleanup, and space reclamation on SMS gateway and mobile banking proxies to maintain optimal storage availability.
• Conduct regular system performance assessments, recommending and implementing improvements to enhance efficiency and effectiveness.
• Apply system and application patch updates as required, ensuring server workloads are upto- date and secure.

Collaboration and Communication

• Collaborate with Project Managers, Product Owners, Back-office Operations, and Quality
• Assurance (QA) Engineers to achieve Interswitch Systegra business goals.
• Communicate complex technical information effectively to both technical and nontechnical stakeholders, ensuring clarity and understanding.

Continuous Improvement

• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of technical support and engineering processes.
• Implement and advocate for continuous delivery practices, ensuring code changes are automatically prepared for deployment to production.
• Leadership and Mentorship
• Mentor and guide junior engineers, fostering a culture of knowledge sharing and professional development within the team.
• Lead technical training sessions and workshops to enhance team capabilities and ensure alignment with industry best practices.
• Provide strategic input into the development of technical roadmaps and project planning, aligning with organizational goals and customer needs.
• Client and Customer Management (Internal)
• Conduct post-implementation training and user knowledge sharing, ensuring customers and internal teams are well-informed and capable of utilizing new features and services effectively.

CAPABILITIES

BEHAVIOURAL COMPETENCIES

• Technical Skills: Demonstrates advanced technical proficiency in payment systems, troubleshooting, and problem resolution, ensuring efficient and effective support.
• Analytic Skills: Exhibits excellent analytical abilities to diagnose issues, interpret data, and develop solutions, enhancing system performance and reliability.
• Time Management Skills: Effectively prioritizes tasks and manages time to meet deadlines and service level agreements, maintaining high productivity levels.
• Organizational Skills: Maintains organized workflows, documentation, and processes to ensure smooth operations and easy access to information.
• Customer Service Skills: Provides exceptional customer service by addressing client issues promptly, courteously, and effectively, fostering positive relationships.
• Communication Skills: Communicates clearly and effectively with clients, team members, and stakeholders, ensuring accurate information exchange and collaboration.

EDUCATION

General Education

• University Post Graduate Degree in Information Technology, Electrical & Electronics Engineering, Computer Science, Computer Engineering, or any Technology-related fields.
• Evidence of strong industry/sector participation and relevant professional certifications such as:
  •  Information Technology Infrastructure Library (ITIL)
  •  Microsoft Certified: Azure Fundamentals
  •  CompTIA Security+, Network + CompTIA Linux +, Linux Professional Institute (Linux  Essentials)
  • Cisco Certified Network Associate
• Other technical proficiencies required for this role include:
• Microsoft SQL MCTS, MySQL, and Oracle Database administration
• Java and .Net Fundamentals, Jboss/Wildfly, Tomcat-Apache server
• Develop APIs using Python, C# or JAVA for web and mobile platforms
• Strong experience managing Cloud infrastructure - AWS, Microsoft Azure, etc.
• Databases (e.g., MySQL, PostgreSQL, MongoDB) and SQL query optimization
• Message queuing: Redis, Kafka, RabbitMQ,
• Familiarity with DevOps methodology and Tools (Git, GitLab, Bitbucket, Jira, Postman, Jenkins, Docker and kubernetes
• Application Performance and System/Server/Service Monitoring (AppDynamics, Grafana, Kibana, etc.)

EXPERIENCE

General Experience

• At least 5-7 years of Enterprise Engineering/Technical Support experience, preferably in a reputable Financial Institution, FinTech, Telecommunications, or Service Provider company.