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Sun King

Off-grid solar home systems provider

PayG Phones Technology Operations Manager

System AdministrationUpdated on Nov 13
Full-timeNo salary listed

About the Job

Requirements

  • A bachelor's degree or equivalent in Computer Science, Information Technology, Computer Engineering, Software Engineering, Telecommunications, or a related technical field.
  • A minimum of 5 years of experience in Technology Operations, Product Operations, IT Operations, or Enterprise Mobility.
  • At least 4 years managing production technology platforms, including Incident, Problem, Release, and Change Management.
  • At least 4 years of people management and managing cross-functional technical teams.
  • At least 4 years of Mobile Device Management (MDM) experience, such as Samsung Knox, Android Enterprise, NuovoPay, Intune, or Workspace ONE.
  • Experience supporting multi-country or global operations.
  • Strong experience in vendor management, including SLA governance and technical escalations.
  • Hands-on knowledge of the Android ecosystem, APIs, SQL, system integrations, and data analysis.
  • Proven experience delivering large-scale technology rollouts and managing production environments.

Responsibilities

  • Own assisted PAYG Phones MDM environments, including configuration health, access governance, tenant hygiene, and business continuity.
  • Administer device-control capabilities, including enrollment, lock and unlock triggers, offline and temporary unlocks, SIM controls, and lost-phone blocking, in line with approved product and policy rules.
  • Define platform operating standards, monitoring thresholds, issue escalation paths, and rollback protocols for critical changes.
  • Implement and maintain approved MDM configurations consistently across markets, and escalate design or policy gaps to Product and business owners.
  • Run structured incident management for MDM, device-control, enrollment, unlock, SMS, and integration failures.
  • Prioritize incidents by business severity, restore service, communicate impact, and coordinate fixes with Engineering, vendors, and Operations.
  • Maintain an issue tracker with ownership, ETA, status confidence, escalation level, and preventive-action follow-through.
  • Guide post-incident root-cause evaluation and ensure corrective and preventive actions are implemented and verified.
  • Own operational execution and reliability for online and offline unlocks, USSD-based unlock flows, temporary unlocks, and post-payment device release processes.
  • Monitor unlock success rates and investigate failure patterns by market, OEM, MDM, app version, and integration point.
  • Maintain fallback procedures for high-risk customer-impact scenarios while minimizing fraud and policy leakage.
  • Partner with Collections, Customer Care, and Field Operations to ensure operational teams understand approved unlock pathways, exception handling, and approval controls.
  • Maintain control over MDM security updates, license lifecycle, access rights, and configuration changes across assisted platforms.
  • Own risk dashboards, compliance checks, and control reviews that identify service exposure, misconfiguration, aging licenses, or policy breaches.
  • Coordinate blocking controls for lost phones, misuse scenarios, and high-risk device exceptions at server, tenant, or MDM level as applicable.
  • Assist internal audit, compliance, and InfoSec requests with evidence, process documentation, and remediation tracking.
  • Serve as the primary technical operations counterpart to OEMs, MDM vendors, and integration providers.
  • Track vendor performance against uptime, defect resolution, roadmap dedication, security fixes, and launch deliverables; escalate unresolved partner issues with evidence, business impact, and mitigation options.
  • Coordinate TechOps workstreams for phone projects and deliverables, including migrations, unlock operationalization, security update optimization, launch enablement, reporting improvements, and process redesign.
  • Break initiatives into milestones, dependencies, owners, risks, and test-readiness criteria.
  • Balance project delivery with day-to-day operational escalations through a transparent prioritization framework.
  • Own reporting requirements for device operations, incidents, unlock performance, risk signals, license status, and open-issue backlog.
  • Develop or validate operational dashboards and data pipelines for service visibility and market-level analysis, using Looker or equivalent.
  • Use data to identify recurring failure patterns, process bottlenecks, control weaknesses, and automation opportunities.
  • Provide concise operational reviews to senior stakeholders, including trend breakdowns, risk commentary, service-impact summaries, and resolution requests.
  • Create and maintain SOPs, FAQs, control frameworks, troubleshooting guides, approval matrices, and escalation maps for major TechOps processes.
  • Standardize workflows for issue logging, incident reviews, unlock approvals, license monitoring, and launch checklists.
  • Keep documentation usable by frontline, country, and assist teams, not only technical specialists.
  • Incorporate lessons from incidents and projects into documented operating practices.
  • Coordinate across Product, Engineering, Commercial, Customer Operations, Risk, Compliance, Collections, Finance, and Country teams.
  • Translate technical constraints into business language and business priorities into executable technical actions.
  • Influence prioritization, build consensus during incidents or launches, and keep stakeholders aligned on trade-offs and timelines.
  • Coach evaluators or coordinators assisting TechOps processes and raise overall operating maturity.
  • Spend regular time in-country with agents, PayG customers, service desks, and country teams; observe device activations, unlock scenarios, payment collections, and post-payment device releases in the field.
  • Use field visits to identify pain points, edge cases, and workarounds, and convert them into follow-ups such as SOP updates, configuration hardening, test cases, UAT scenarios, vendor escalations, or training requests.

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size
1,001-5,000
Company stage
Debt Financing
Total funding
$864.9M
Headquarters
Chicago, IL
Founded
2008

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