Tech Lead and Payments Implementation Manager at Flocash (2023-12 – Present)
- Technical direction of projects, mentoring team members and ensuring product quality and timely delivery.
- Analyzing client requirements and collaborate with cross-functional teams. Ensuring the successful execution of software projects, meeting client expectations and driving innovation in software and projects development.
- Collaborating with cross-functional teams, including product managers, Business Development, Marketing, designers, QA engineers, and developers to deliver high-quality products.
- Monitoring project progress and provide regular updates to stakeholders.
- Providing all round leadership and guidance to team members, fostering a collaborative and supportive team culture.
Implementation Manager, Tech Support and QA Engineer at Flocash (2022-02 – 2023-11)
- Managed end-to-end technical implementation process for new and existing payment customers, ensuring smooth onboarding and production readiness.
- Designed and developed customer journey flows and API mappings for merchants and payment partners across multiple PSP integrations.
- Provided L2/L3 technical support for payment processing issues, including transaction failures, timeout errors, and integration misconfigurations.
- Performed incident management and escalation handling, ensuring critical issues were logged, prioritized, and resolved within defined SLAs.
- Conducted root cause analysis (RCA) on recurring transaction failures and system issues, providing actionable recommendations to engineering and product teams.
- Monitored payment transactions and system health using logs and dashboards to proactively detect anomalies and prevent service disruptions.
- Supported reconciliation and transaction validation processes, ensuring accuracy between merchant, gateway, and downstream systems.
- Led API troubleshooting and debugging sessions with clients and internal engineering teams using tools such as Postman and SoapUI.
- Executed comprehensive testing including functional, regression, smoke, and end-to-end testing for payment integrations and production releases.
- Collaborated with engineering teams to resolve production incidents and implement permanent fixes to reduce recurring operational issues.
- Maintained incident logs, ticketing workflows, and operational documentation, ensuring traceability and compliance with internal support processes.
- Assisted in defining and improving operational processes, escalation paths, and support workflows for better service delivery efficiency.
- Worked closely with product and engineering teams to ensure system stability, uptime, and transaction success rate improvements.
- Translated UI/UX requirements and business flows into technical implementations aligned with payment gateway capabilities.
- Participated in on-call support rotations for production incidents, ensuring timely response to critical payment system failures.
- Ensured successful deployment and post-deployment validation of payment features and merchant integrations.
Technical Product Manager (Part – Time) at Gladys Technologies (2024-08 – Present)
- Lead product design and delivery of API-driven fintech solutions.
- Define and manage product roadmap, prioritizing features based on customer needs, system capabilities, and business impact.
- Collaborate with engineering teams to design robust, scalable, and high-performance systems, particularly in payments and transaction processing.
- Translate complex business needs into clear technical specifications, user stories, and API requirements.
- Oversee integrations with third-party systems, ensuring reliability, performance, and compliance with industry standards.
- Implement and promote Agile methodologies, ensuring timely and high-quality product delivery.
- Monitor product performance, identify bottlenecks, and drive continuous improvement and optimization.
- Work closely with stakeholders (business, technical, and external partners) to ensure alignment and successful product adoption.
Product Manager, Financial Services at DPO Group (2019-02 – 2021-09)
- Facilitate systems integrations.
- Lead, Financial Services Projects.
- System integrations to 3rd party clients, write and understand API specs.
- Lead; communications and coordination with schemes.
- Project and product development on product requirements, release plans, and roadmaps.
- Monitoring to ensure constant improvement of product features and new tech developments.
- Training and preparation of reports to senior management and executive.
- Develop, implement, and maintains card programs for servicing needs Develop and maintain up-to-date presentations and process flows for the DPO Card programs in Financial Services.
- Develops and implements risk management tools to identify or prevent card and company fraud.
- Handling card complaints, providing appropriate solutions and alternatives within the time limits and following up to ensure resolution. Cards Customer service, support, Operations and Technical Support.
- Integration, testing and maintenance of all Financial Services system capabilities and developments.
IT Manager at Container Works Africa (2018-05 – 2019-01)
- Developed and implemented software solutions based on client requirements.
- Managed the IT section of the company.
- Developed, designed, and implemented the websites and architectural work.
Card Technical Support at Equity Bank Limited (2014-05 – 2018-04)
- In charge of cards projects development and QA. Card Systems product developments.
- Way 4, POS configurations, modules and updates.
- Troubleshoot and resolve issues within the Way4 system, in relation to cards, payments, including event failures.
- Part of the team that designed and implementation of instant card issuing systems across multiple regions.
- Conducted and ran SQL queries, system optimization, and hardware/software maintenance.
- Managed integration and troubleshooting of Visa and Mastercard-related systems.
Card Production Specialist at Equity Bank Limited (2013-07 – 2014-04)
- In charge of processing card data for printing. Handling card files and data sharing through SFTP between the bank and outsourced printing company.
Card Customer Care at Equity Bank Limited (2013-01 – 2013-06)
- In charge of handling card queries and support from bank branches.
Bank Clerk/Card Application Officer/Accountant/Account Opening officer at Equity Bank Limited (2007-01 – 2012-12)
- Worked in several departments in the bank after completing my KCSE.
- Gain experience in all operating divisions in the bank and customer service.
