Multichoice Payments Incident Support Coordinator Position

Multichoice Payments Incident Support Coordinator Position

Multichoice Payments Incident Support Coordinator Position. Multichoice Africa Holdings is currently seeking qualified applicants for the position of Payments Incident Support Coordinator.

The application deadline is November 15, 2023, and the role is based in MultiChoice City.

About Multichoice

Multichoice Africa Holdings (MAH) delivers multi-channel pay-TV and subscriber management services across 49 African countries, including Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana, and Mozambique.

The company is committed to promoting local African talent and contributing to social and economic development in the communities it serves.

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Multichoice Payments Incident Support Coordinator Position

The primary purpose of this role is to coordinate incidents, aiming to restore production services promptly, handle payment escalations from third-party vendors and markets, and collaborate with internal and external partners to reduce payment failure rates.

Duties and Responsibilities

Key Accountabilities:

  • Ensure high-quality performance in Incident and Service Request processes, meeting Service Level Agreements.
  • Coordinate incidents with relevant personnel and service providers, determining escalation based on established criteria.
  • Resolve incidents and requests assigned to all Assignment Groups, ensuring service restoration for the payments team.
  • Lead incident investigations, coordinating internal and external teams to restore service and identify underlying root causes.
  • Act as a point of contact for users, providing clear progress communication and developing improvement plans.
  • Identify incidents for review and participate in Root Cause Analyses.
  • Provide feedback on escalations as needed.
  • Provide after-hours support during weekdays and weekends (standby/shiftwork).


  • National Diploma in IT or equivalent
  • 1-3 years of experience in Incident coordination
  • Proven facilitation/coordination experience in Incident
  • Demonstrable customer management/service skills
  • Previous experience in a highly pressurized environment
  • Strong written/verbal English communication skills
  • Good MS Excel/reporting package experience
  • Experience in IT systems


Technical Competencies:

  • Sound incident management knowledge
  • MCA Product/Service knowledge
  • Facilitation and coordination
  • Customer-centricity

Behavioral Competencies:

  • Accountability
  • Teamwork
  • Coordination
  • Perseverance
  • Prioritizing
  • Planning and Organizing
  • Analytical Thinking
  • Relationship Building
  • Problem Solving

How to Apply

Please use the link buttons below to submit your application.

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