IT Support Officer - Fintech Payments

About the role

A fintech client is looking for an IT Support Officer based at its Head of Office in Nairobi, reporting to the Team Leader within the Customer Service department. The role ensures system reliability, resolves technical issues and supports payment integrations in a high-volume transaction environment, keeping systems up and running and compliant with regulatory standards.

Key responsibilities

• Monitor system performance and transaction health proactively to keep uptime high and spot bottlenecks or failures quickly.
• Investigate and resolve transaction discrepancies, pending payments and system errors using root cause analysis.
• Support API deployments by troubleshooting authentication issues, callback failures and transaction flows for external partners.
• Act as the main technical contact for service providers (Safaricom, Airtel, banking partners) on escalated network or gateway issues.
• Run the full incident lifecycle, from logging and triage to resolution and stakeholder communication.
• Produce reconciliation reports and ensure operations meet Central Bank of Kenya regulatory standards.
• Carry out post-deployment testing and keep detailed documentation for faster troubleshooting and knowledge sharing.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Software Engineering or a related field.
• At least 2 years of experience in a FinTech, banking or payments operations environment.
• Experience with mobile money integrations (M-Pesa, Airtel Money) and payment gateways.
• Incident management experience, including triage, escalation and resolution under pressure.
• Strong analytical and problem-solving skills, attention to detail, and clear communication with technical and non-technical stakeholders.

Required skills

• APIs, RESTful services and troubleshooting tools such as Postman.
• SQL (PostgreSQL, SQL Server) for data analysis and reconciliation.
• Understanding of transaction lifecycles, payment flows and reconciliation.
• Preferred: 24/7 operations experience, exposure to system monitoring tools, and familiarity with CBK regulations.