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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. About Mixx At Mixx, we believe that diversity is a source of strength. When candidates have equal skills, we encourage female applicants and actively work to create a fair, inclusive, and stimulating professional environment for everyone. Joining Mixx by Yas means becoming part of a fintech company belonging to the AXIAN Group, a pan-African player operating in five African countries. You will be working in a fast-growing fintech company driven by a culture of innovation, agility, and impact. Our young, passionate, and ambitious teams are shaping the financial services of tomorrow every day.
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