Main Job Functions:

Technical Operations & Service Stability

• Ensure high availability and performance of Mobile Money platforms, APIs, and integrations in line with SLAs and OLAs.
• Own incident, problem, and root‑cause management for high and critical severity issues.
• Lead post‑incident reviews, corrective actions, and preventive controls.
• Oversee routine operational controls (monitoring, backups, patching, log reviews, access controls).

2. Delivery, Release & Change Management

• Govern release, deployment, and change management across MoMo systems, ensuring minimal service disruption.
• Ensure proper SIT, UAT, rollout readiness, and sign‑offs are completed for all changes.
• Coordinate delivery with Group FinTech, vendors, and OpCo teams.
• Ensure operational readiness for new products, enhancements, and integrations.

3. API & Integration Management

• Oversee API platforms and third‑party integrations, ensuring performance, security, and compliance.
• Support onboarding and lifecycle management of banks, fintechs, merchants, and ecosystem partners.
• Ensure adherence to Group API standards and security controls.

4. Vendor & Partner Management

• Manage delivery and performance of technology vendors and managed service partners.
• Enforce SLAs, track service credits, and escalate persistent delivery issues.
• Support contract governance, cost optimisation, and value realisation.

5. Governance, Risk & Compliance

• Ensure compliance with MTN Group governance, BoU/NPS Act requirements, and security standards.
• Identify operational risks and implement mitigation and control measures.
• Support audits, regulatory reviews, and risk acceptance processes where required.

6. Strategy, Reporting & Continuous Improvement

• Execute the Technical Operations & Delivery strategy aligned to FinCo and Group direction.
• Track and report service performance, availability, incidents, and delivery KPIs.
• Drive automation, process optimisation, and operational maturity (ITIL/ITSM).

7. People Leadership

• Lead and develop Technical Operations teams through clear KPIs, coaching, and skills development.
• Foster a FinTech‑centric, partnership‑driven, and accountability‑focused culture.
• Ensure effective workload planning and on‑call operational coverage.

Education:

• Bachelor’s degree in Engineering, Computer Science, Information Technology or related field
• MBA or relevant postgraduate qualification is an added advantage

Experience:

• 4+ years in technical operations or service delivery, with at least 2 years in a leadership role
• Strong experience in FinTech, Mobile Money, Banking, or Telecom environments
• Hands‑on exposure to ITSM/ITIL, APIs, integrations, cloud platforms, and vendor management
• Experience operating in regulated, high‑availability environments

Skills

• IT Service Management (ITIL)
• Incident, Problem & Change Management
• API & Integration Operations
• Vendor & SLA Management
• Risk, Compliance & Audit Readiness
• Strong stakeholder communication and decision‑making
• Delivery focus and continuous improvement mindset

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MTN UGANDA