JAMES MBITHI MUSAU
Quality Assurance & Technical Support Engineer
Nairobi,30
Summary
ICT Systems & Application Support Engineer with 9+ years' experience supporting enterprise systems, digital platforms, L2 technical support, systems troubleshooting, database queries, and deployment support within FinTech and EdTech environments. Skilled in SQL, Linux systems, incident resolution, system monitoring, and integration support.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Quality Assurance & System Support Analyst
Acacia Knowledge Solutions Ltd
08.2024 - Current
- Supported L2 system incidents and performed root-cause analysis on platform issues.
- Executed UAT & regression testing on new deployments to ensure system stability.
- Performed API validation, system functionality checks and live issue reproduction.
- Supported backend fixes and collaborated with engineers during deployments.
Quality Assurance Engineer
Eneza Education Ltd
01.2022 - 07.2024
- Owned UAT cycles and led planning for new product features and enhancements.
- Designed test scripts, documented defects, and maintained detailed test execution reports.
- Performed regression testing on web and mobile platforms after bug fixes.
- Tracked QA metrics, including defect leakage, test coverage, and open defect rates.
- Worked closely with cross-functional teams to troubleshoot system issues affecting user experience and digital channel reliability.
- Provided end-to-end support for digital platform rollouts by validating requirements, performing regression testing, and ensuring stable deployments.
Technical Support Engineer (Supporting Kenya & Rwanda)
Eneza Education Ltd
08.2020 - 12.2021
- Resolved Level 2 technical incident management, consistently meeting SLA timelines.
- Provided technical support for customers' onboarding, including system configuration and verification of third-party integrations.
- Performed QA validation for staging and production releases to ensure deployment stability.
- Delivered application support to internal users and partners, collaborating with MNOs, ISPs, and third-party providers to resolve user issues and restore service availability.
- Proactively monitored system resources, logs, and performance metrics to detect and address potential issues.
- Led the end-to-end development and commercialization of digital channel enhancements, from conceptualization and business case development to testing and rollout.
- Communicated incident updates to stakeholders using both technical and nontechnical language and escalated incidents to ensure timely resolution.
- Led the resolution of critical incidents, including system outages and processing failures, ensuring SLA compliance across Kenya and Rwanda Teams and users.
- Managed key stakeholder relationships with business units, technology partners, and internal teams to deliver on digital channel objectives.
- Conducted regular portfolio risk assessments and ensured compliance with all AML and Sanctions requirements for digital banking channels.
- Championed a customer-centric culture in digital channel development, acting as the voice of the customer throughout the project lifecycle.
Technical Support & Systems Operations Lead
Cellulant Kenya -FinTech
02.2018 - 08.2019
- Led Digital Channel Incident Management: Directed the resolution of high-priority incidents for mission-critical services (Pesalink, RTGS, Merchant Payments, etc.), coordinating escalations across partner banks, internal dev teams, MNOs (Safaricom, MTN, Airtel), and L3 engineering to ensure strict SLA compliance and minimize client impact.
- Championed Operational Excellence & Team Development: Mentored and coached junior support engineers, fostering a high-performance culture focused on superior service delivery. Established and maintained rigorous standards for ticket quality, knowledge base articles, and technical documentation.
- Optimized Digital Transaction Journeys: Troubleshot and enhanced end-to-end transaction flows for key digital services, including mobile wallets, C2B/B2C loans, and payment gateways across multiple African banks, improving reliability and the customer experience.
- Supported Strategic Channel Development & Integration: Provided technical leadership for the support and maintenance of the entire digital banking suite (USSD, online banking, payment gateways, mobile money platforms), ensuring stability for transactional banking integrations.
- Proactive System Monitoring & Risk Mitigation: Monitored system resources, logs, and performance metrics to proactively detect issues, conducting preliminary risk assessments to prevent service disruptions across the digital channel portfolio.
- Stakeholder & Client Relationship Management: Acted as a key technical liaison, building effective networks with internal teams, technology partners, and bank clients to facilitate collaborative problem-solving and maintain strong operational relationships.
- Drove Channel Utilization & Quality Assurance: Contributed to channel evolution by analyzing performance data (volumes, success rates) to identify utilisation barriers and performing QA validation on new releases to ensure stability before production deployment.
- Provided Level 2 technical support for digital financial services and banking integrations across several African markets.
- Monitored system performance and escalated operational issues to engineering teams.
- Troubleshot integrations, API issues, mobile money failures and transactional errors.
- Provided real-time support for mission-critical digital services.
System Analyst/ICT Support
RAMCO Group (ASL Trading Division)
11.2016 - 01.2018
- Applied Compliance and Risk Management Frameworks: Implemented and adhered to established IT policies and security procedures, contributing to the organisation's overall risk and compliance standards.
- Supported Technology Implementations and Enhancements: Collaborated with relevant teams on the deployment and maintenance of technology systems, gaining experience in the implementation lifecycle of business-critical platforms.
- Developed Technical Documentation and Knowledge Sharing: Created and maintained clear documentation for system configurations and support procedures, facilitating effective knowledge transfer and operational consistency.
- Cultivated Effective Stakeholder Relationships: Acted as a primary IT liaison for internal users, effectively communicating technical issues and solutions to ensure a clear understanding and resolution.
Education
Bachelor of Science - Computer Science Major
Maseno University
Kisumu 01.2012 - 12.2015
No Degree - Kenya Certificate in Secondary Education
Kitandi Secondary School
Makueni County 01.2007 - 11.2010
Customer Service, Image and Business Etiquette Skills Training - undefined
Dolphins Training and Consultants Ltd
11.2018
Skills
- Manual Testing
- Regression Testing
- User Acceptance Testing (UAT)
- Test Case Design
- Test Plan Design
- API Testing
- Bug Tracking
- Defect Management
- Agile Methodologies
- Scrum Methodologies
- Software Development Life Cycle (SDLC)
- Database Management
- MySQL
- PostgreSQL
- Data Analysis
- SPSS
- Search & Analytics
- Elasticsearch
- Windows Server Administration
- Linux Server Administration
- Network Protocols
- TCP/IP
- DNS
- Server Support
- Desktop Support
- Digital Channel Development
- Product Enhancement
- Mobile Application Support
- USSD Operations
- API Integration Support
- Digital Customer Journey Mapping
- UX Optimization
- Stakeholder Engagement
- Stakeholder Management
- Verbal Communication
- Written Communication
- Technical Documentation
- Process Documentation
- Java
- C
- PHP
- HTML
- SLA Management
- OLA Management
- Incident Management
- Problem Management
- Root Cause Analysis
- System Monitoring
- Log Analysis
- Ticketing Systems
- Analytical Problem-Solving
- Cross-Team Collaboration
- Customer-Centric Delivery
- Risk Monitoring
- Compliance Monitoring
- Digital Controls Monitoring
- Agile Project Management
- Hybrid Project Management
- Cross-Functional Team Collaboration
- Project Coordination
Career Profile Summary
ICT Systems & Application Support Engineer with 9+ years' experience supporting enterprise systems, digital platforms, L2 technical support, systems troubleshooting, database queries, and deployment support within FinTech and EdTech environments. Skilled in SQL, Linux systems, incident resolution, system monitoring, and integration support.
Core Ict Support Competencies
- Database querying SQL (PostgreSQL, MySQL, MSSQL)
- UAT and Release support
- Operating systems (OS): Windows, Linux / Ubuntu; mobile (Android, iOS)
- API integrations troubleshooting
- Application support
- System monitoring (Grafana/Splunk optional)
- Shell scripting (basic)
- API analysis and Testing Using Postman
- Web technologies (HTML/CSS/JavaScript)
- IT Service Desk / Incident Management
- Core system support and Systems troubleshooting
Technical Skills And Competencies
Manual Testing, Regression Testing, & User Acceptance Testing (UAT), Test Case & Test Plan Design, API Testing using Postman, Bug Tracking & Defect Management with Jira, Agile/Scrum Methodologies, Software Development Life Cycle (SDLC), Database Management: MySQL, PostgreSQL - data integrity and operational reporting, Data Analysis: SPSS - performance and transaction trend analysis, Search & Analytics: Elasticsearch - log aggregation and system monitoring, Windows & Linux Server Administration, Network Protocols: TCP/IP, DNS, Server & Desktop Support, Digital Channel Development & Product Enhancement, Mobile Application Support & Feature User Acceptance Testing (UAT), USSD Operations & API Integration Support, Digital Customer Journey Mapping & UX Optimization, Stakeholder Engagement & Management, Excellent Verbal & Written Communication, Technical & Process Documentation, Programming Languages: Java, C, PHP, HTML, Eager to expand my expertise in modern development stacks and emerging technologies., SLA/OLA Management, Incident & Problem Management, Root Cause Analysis (RCA), System Monitoring & Log Analysis, Ticketing Systems, Analytical Problem-Solving, Cross-Team Collaboration, Stakeholder Communication, Process Documentation, Customer-Centric Delivery, Incident Management, Root Cause Analysis (RCA), & Impact Assessment, Risk, Compliance & Digital Controls Monitoring, Agile & Hybrid Project Management (Scrum), Cross-Functional Team Collaboration & Project Coordination
Professional Development Certifications And Training
- Ongoing, COBIT-Foundations of IT Governance, Alison
- Ongoing, Foundations of ITIL 4-Service Management, Alison
- 2022-01-01, Certified Information Systems Auditor (CISA), Strathmore University
- 2022-02-01 to 2022-11-30, Information Systems Auditing, Controls, and Assurance Certificate, The Hong Kong University of Science and Technology (Coursera)
- 2022-05-01 to 2022-09-30, System Administration & Infrastructure Services, Google (Coursera)
- 2022-01-01 to 2022-03-31, Programming Foundations: Software Testing/QA, LinkedIn Learning
- 2022-08-01 to 2022-12-31, Project Management Foundations Quality, LinkedIn Learning
- 2022-05-01 to 2022-08-31, Introduction to Business Analytics, LinkedIn Learning
Personal Information
Title: Quality Assurance & Technical Support Engineer
Timeline
Quality Assurance & System Support Analyst
Acacia Knowledge Solutions Ltd
08.2024 - Current
Quality Assurance Engineer
Eneza Education Ltd
01.2022 - 07.2024
Technical Support Engineer (Supporting Kenya & Rwanda)
Eneza Education Ltd
08.2020 - 12.2021
Technical Support & Systems Operations Lead
Cellulant Kenya -FinTech
02.2018 - 08.2019
System Analyst/ICT Support
RAMCO Group (ASL Trading Division)
11.2016 - 01.2018
Bachelor of Science - Computer Science Major
Maseno University
01.2012 - 12.2015
No Degree - Kenya Certificate in Secondary Education
Kitandi Secondary School
01.2007 - 11.2010
Customer Service, Image and Business Etiquette Skills Training - undefined
Dolphins Training and Consultants Ltd