Sylvia Gakii Mutegi
Nairobi
Summary
Innovative and results-oriented engineer with 10 years of experience in digital banking product design, development and support. Proven track record of success in data analysis to engineer new products for untapped market niches, and fully resolve recurring problems affecting existing customers.
Organized, dependable, creative, customer centric and seeking to leverage my expertise in digital banking and innovation to consistently drive business success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Continual Service Improvement Specialist
KCB Group PLC
03.2023 - Current
- Reduced number of major service outages by 66% from average of 60 incidents to 20 incidents per month. I am continually identifying gaps in people, process, vendor and technology management, and championing innovative ideas that ensure IT gets out of fire-fighting mode into consistent digital transformation.
- Developed improvement plan to close eKYC gaps that were making banks' mobile banking platforms susceptible to fraudsters.
- Conduct analysis of major incidents, customer feedback, recurring problems, and emerging Fintech market trends to identify architectural and digital redesigns needed to address IT systems problems, and to engineer innovative new solutions to enable customer success and expansion into untapped market niches
- Third Party vendors, partners and supplier relationships management to ensure Mean Time to Restore and IT service availability KPIs are met.
Level 2 Support Engineer, Digital Business
NCBA Bank Kenya PLC
10.2019 - 03.2023
- Reporting to the Head of Engineering, I was responsible for day-to-day second level support of Loop, Fuliza and M-Shwari (KE, TZ, UG, RW, and Ivory Coast's largest mobile money lending platform) and was promoted to team lead, guiding a team of 6 engineers through acceptance testing, change deployments to production, and incident management
- Led think-tank sessions to develop new look NCBA Loop mobile banking super app.
- Deployed several critical upgrades across multiple containerized application environments using Docker, ensuring seamless integration with the bank's partners and minimal disruption to operations.
- Developed automation scripts and tools to streamline operations and reduce manual tasks.
- Standardized configurations across data centers using infrastructure-as-code tools (Terraform and Ansible), and managed load balancers (F5, NGINX, HAProxy and cloud-native solutions).
Help Desk Analyst (First line)
Commercial Bank of Africa
05.2017 - 09.2019
- Provided first level technical support for core business databases and applications by resolving events generated by Dynatrace, Instana, Solarwind, i2000, and Zabbix monitoring tools
- IT Operation automation by writing complex and customized SQL queries to extract information from large datasets of over 35 million customers and over 60 million daily mobile banking transactions for real-time financial reporting and reconciliation of failed payments
- Provided ad hoc reports and system availability reports to business and partners, and effected bulk customer profile updates, fund transfers, and data extraction requests for New Business Ventures' operations in all markets - Kenya, Uganda, Tanzania, Rwanda and Ivory Coast
Assistant Project Manager
Equity Bank Kenya Limited
12.2016 - 03.2017
- Managed Equitel telephony and mobile banking projects and ensured seamless deployment of solutions from Developers to Operations team.
- Some of the projects I led were Mastercard and Visa QR code Scan-To-Pay, Jiko-Koa Buy now Pay Later, and Eazzy App continual updates
- Ensured compliance to change management by providing all preliminary documents and getting CAB approvals before deploying any changes
ICT Service Desk Analyst
Equity Bank Kenya Limited
04.2015 - 12.2016
- Provided first level technical support to the bank's staff and Equitel subscribers
- Access management to restricted banking applications under correct documentation and approval process
Education
Master of Science - Entrepreneurship And Innovation Management
University of Nairobi
Nairobi12-2024
Bachelor of Science - Telecommunication and information Engineering
Jomo Kenyatta University of Agriculture And Technology
12.2012
Skills
- Technical support
- Team Leadership
- Operational Efficiency
- Cloud Computing
- Project planning and management
- Business re-engineering
Certification
- Oracle Cloud Infrastructure Architect Associate, 05/01/24, in progress
- Oracle Cloud Infrastructure (OCI) Foundation, 06/01/23
- Innovation Management, 05/01/23, Erasmus University Rotterdam
- ITIL Foundation: ITIL Framework, Principles and techniques of IT service management, 07/01/18
References
- Amon Ngechu, Head of Engineering - Loop DFS, NCBA Group PLC, amon.ngechu@ncbagroup.com, The Promenade, General Mathenge Drive, Nairobi, Nairobi, Kenya
- Mr. Eric Kogi, erickogi14@gmail.com, +254714406984
Timeline
Continual Service Improvement Specialist
KCB Group PLC
03.2023 - Current
Level 2 Support Engineer, Digital Business
NCBA Bank Kenya PLC
10.2019 - 03.2023
Help Desk Analyst (First line)
Commercial Bank of Africa
05.2017 - 09.2019
Assistant Project Manager
Equity Bank Kenya Limited
12.2016 - 03.2017
ICT Service Desk Analyst
Equity Bank Kenya Limited
04.2015 - 12.2016
- Oracle Cloud Infrastructure Architect Associate, 05/01/24, in progress
- Oracle Cloud Infrastructure (OCI) Foundation, 06/01/23
- Innovation Management, 05/01/23, Erasmus University Rotterdam
- ITIL Foundation: ITIL Framework, Principles and techniques of IT service management, 07/01/18
Master of Science - Entrepreneurship And Innovation Management
University of Nairobi
Bachelor of Science - Telecommunication and information Engineering
Jomo Kenyatta University of Agriculture And Technology
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