N
Manager - Ecommerce Solution Support
Network International
Nairobi, KE
Full-time
Posted 2 weeks ago
Job Description
About Us:
Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.
Our EVP:
At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.
Role Summary:
The Manager, Ecommerce Solution Support is a hands-on technical–operational role responsible for end-to-end support of eCommerce and POS payment solutions (DPO Pay & POS systems). The role sits between business, merchants, and technology teams, ensuring system stability, quality releases, merchant integrations, and SLA-driven support in a payments/acquiring environment.
Core Responsibilities:
Product and Business Analysis:
• Requirements gathering for new features and enhancements
• Documentation, prioritization, and participation in agile ceremonies (sprint planning, roadmap sessions).
• Ongoing collaboration with TechOps & DevOps during development and bug resolution.
• Third‑party/vendor coordination.
[This is not pure support; it requires business-facing product analysis capability].
System, Configuration & Operations Management:
• Identifying system issues and coordinating fixes.
• Monitoring system performance and functionality.
• Managing system configurations, permissions, TMS, POS downloads, key injections.
• Inventory management for POS assets.
• Ensuring PCI DSS compliance.
Quality Assurance & Release Management:
• Managing UAT, pilot testing, and production rollouts
• Coordinating deployments, approvals, and release communications
• Improving release and deployment procedures
• Testing new application releases via TMS before production
Merchant & Integration Support (Level 3):
• Acting as single point of contact for merchant integrations
• Handling escalated L3 issues from Service Desk
• Supporting POS & eCommerce integrations
• Merchant visits, operational support, and fraud-awareness guidance
• Ensuring SLA adherence
Reporting & Governance:
• Periodic reporting on projects, integrations, and system performance
• Supporting management visibility and operational decision-making
Key Job Requirements:
Education:
• Bachelor’s degree in a business or technology discipline or related field.
• Relevant technology & projects Certifications.
Experience:
• 5+ years of experience in technology solutioning and supporting Financial digital products in a diverse environment across multiple countries and cultures.
• 2+ years' experience in Customer Support/Operations in E-Commerce & POS required, preferably in a global organization.
• 1+ years’ experience in process mapping and process documentation.
Knowledge/Skills:
• Excellent technical, problem-solving, and communication skills.
• Ability to work in a dynamic environment with changing priorities, demonstrated ability to anticipate next steps, take initiative, exercise discretion, and apply sound judgment.
• Knowledge of Acquiring Business products, know-how of settlement processes.
• Analytical skills / technical knowledge of POS & E-Comm products.
• A team player/ ability to think out of box and demonstrate multi-tasking capabilities.
• Positive thinking and confidence in achieving targets. Ability to work under pressure and meet deadlines.
Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.
Our EVP:
At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.
Role Summary:
The Manager, Ecommerce Solution Support is a hands-on technical–operational role responsible for end-to-end support of eCommerce and POS payment solutions (DPO Pay & POS systems). The role sits between business, merchants, and technology teams, ensuring system stability, quality releases, merchant integrations, and SLA-driven support in a payments/acquiring environment.
Core Responsibilities:
Product and Business Analysis:
• Requirements gathering for new features and enhancements
• Documentation, prioritization, and participation in agile ceremonies (sprint planning, roadmap sessions).
• Ongoing collaboration with TechOps & DevOps during development and bug resolution.
• Third‑party/vendor coordination.
[This is not pure support; it requires business-facing product analysis capability].
System, Configuration & Operations Management:
• Identifying system issues and coordinating fixes.
• Monitoring system performance and functionality.
• Managing system configurations, permissions, TMS, POS downloads, key injections.
• Inventory management for POS assets.
• Ensuring PCI DSS compliance.
Quality Assurance & Release Management:
• Managing UAT, pilot testing, and production rollouts
• Coordinating deployments, approvals, and release communications
• Improving release and deployment procedures
• Testing new application releases via TMS before production
Merchant & Integration Support (Level 3):
• Acting as single point of contact for merchant integrations
• Handling escalated L3 issues from Service Desk
• Supporting POS & eCommerce integrations
• Merchant visits, operational support, and fraud-awareness guidance
• Ensuring SLA adherence
Reporting & Governance:
• Periodic reporting on projects, integrations, and system performance
• Supporting management visibility and operational decision-making
Key Job Requirements:
Education:
• Bachelor’s degree in a business or technology discipline or related field.
• Relevant technology & projects Certifications.
Experience:
• 5+ years of experience in technology solutioning and supporting Financial digital products in a diverse environment across multiple countries and cultures.
• 2+ years' experience in Customer Support/Operations in E-Commerce & POS required, preferably in a global organization.
• 1+ years’ experience in process mapping and process documentation.
Knowledge/Skills:
• Excellent technical, problem-solving, and communication skills.
• Ability to work in a dynamic environment with changing priorities, demonstrated ability to anticipate next steps, take initiative, exercise discretion, and apply sound judgment.
• Knowledge of Acquiring Business products, know-how of settlement processes.
• Analytical skills / technical knowledge of POS & E-Comm products.
• A team player/ ability to think out of box and demonstrate multi-tasking capabilities.
• Positive thinking and confidence in achieving targets. Ability to work under pressure and meet deadlines.
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