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"Our client runs a family-owned business in the production industry of food products.

They are looking for a Head of Operations who will be responsible for overseeing the production and distribution of a range of food products. S/he will ensure the organisation is running smoothly to meet the expectations and needs of the customers."

Head of Operations

Systems Officer

Job Ref: DP/SO/3

Our client, DPO Group is the leading online payment company across the continent who serves the travel, tourism and hospitality sector (with more sectors in the pipeline). They are leaders in technology, innovation, responsibility and leadership. Their company culture is modern and inspired. They are purveyors of advancing technology.

They are looking for a Systems Officer to be based in their headquarters in Nairobi.

The role of a Systems Officer is to effectively undertake the operational tasks within the DPO Systems Department. Systems Officer must have excellent quantitative and analytical skills, along with the ability to apply those skills across a variety of business processes within DPO.

Key Responsibilities

  • DPO system Monitoring
    • Monitoring performance of the DPO system
    • Identify system errors & bugs
    • Set up terminals, banks and other related settings in the payments system
    • Manage level 5 service requests from report to resolution.
    • Monitor processing volumes
  • DPO integrations
    • Manage merchant integration with the DPO system end to end
  • Technical support
    • Actively resolve merchant technical queries and API requests
    • Offer technical support to internal users of the DPO system
    • Track open tickets and monitor ticket progress per SLA, close ticket items when resolved
    • Support UATs in the deployment process
  • Merchant accounts
    • Create and update merchant accounts
    • Review terminal, bank and other related settings on DPO merchant accounts
  • Compliance
    • Support deployment of PCI DSS procedures
    • Support with training and education for both DPO staff and merchant
  • Provide support within agreed SLA to other departments including customer care, fraud, financial services, etc.
  • Performs other duties as assigned.

Skill Requirement and Academic Qualifications

  • Bachelor’s degree in a business or technology discipline or related field
  • 5+ years’ experience leading a technical support team in a diverse environment across multiple countries and cultures.
  • 3+ years’ experience in project management or similar role
  • 2+ years Customer Support or Operations experience required, preferably in a global organization preferred
  • Excellent written, verbal, interpersonal and customer service skills.
  • Excellent technical, problem-solving, and communication skills.
  • Work well under pressure and have the ability to meet tight deadlines
  • Good planning and organization skills
  • Tech-savvy with an understanding of online payment solutions
  • 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.
  • Accuracy and close attention to detail.


An attractive salary is on offer dependent on skills, qualifications and experience.

To apply, click on the link below, quoting the Job Reference in the subject header of your mail.

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