Open to opportunities

John Kuria

@johnkuria

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Senior Product Manager and IT support specialist optimizing ITSM, cloud services, and field operations.

Kenya

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What I'm looking for

I seek a role where I can lead ITSM/product efforts, improve system reliability, mentor teams, and scale support for large field operations using cloud and automation.

I am a Senior Product Manager and versatile IT support specialist with 7+ years delivering technical support across enterprise systems, field operations, and cloud platforms. I focus on ensuring system reliability and seamless user experiences for large-scale operations.

At Safaricom Investments Co-op and Safaricom PLC I supported ERP, MDM, Microsoft 365 and Azure AD environments, maintained 99.2% system reliability, and reduced system-related issues by 30% through training and documentation.

I build knowledge bases, SOPs, and technical guides that reduce repeat tickets and improve resolution times, and I collaborate with vendors and cross-functional teams to maintain operational continuity for hundreds of thousands of field agents and millions of subscribers.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Manager

Current

Safaricom Investments Coop.

May 2023 - Present (2 years 6 months)

Provide IT support and product management for ITSM operations and cloud services supporting 5,000+ members, reducing system-related issues by 30% and maintaining 99.2% system reliability through monitoring, incident management, and user enablement.

ITSM Microsoft Business Central Azure AD Power Platform Incident Management Knowledge Management

IT Support Engineer

Safaricom Plc

Jun 2022 - Apr 2023 (10 months)

Provided field and remote IT support for 200,000+ M-Pesa agents and internal staff, achieved a 95% service delivery success rate across 300+ daily requests and reduced escalations by 25% via self-service solutions and knowledge base development.

Field Operations Mobile Device Management Active Directory Windows Imaging Service Desk

Helpdesk Support Lead

GDC Kenya

Jan 2022 - May 2022 (4 months)

Led a remote technical support team using Fortinet ITSM, improving first-call resolution by 15% and maintaining a 98% on-time resolution rate across distributed global teams.

Remote Support Incident Tracking Troubleshooting SLA Management

Volunteer Program Coordinator

Vijana Amani Pamoja

Jan 2019 - Dec 2021 (2 years 11 months)

Designed and delivered skills development and startup funding programs for underserved communities, monitoring outcomes and reaching 200+ young parents with vocational training and support.

Program Coordination Monitoring & Evaluation Community Outreach Training Delivery Logistics Management Impact Measurement

Data Officer

Impact Water KE

Jun 2020 - Aug 2020 (2 months)

Managed database systems for a safe drinking water program handling 100,000+ records across 60,000+ schools, improved reporting access for non-technical staff and ensured data protection compliance.

Database Management SQL Data Reporting Data Protection Dashboarding Remote Support Troubleshooting

Education

Degrees, certifications, and relevant coursework

Technical University of Kenya

Bachelor of Science, Information Science

2014 - 2018

Completed a Bachelor of Science in Information Science covering system analysis, database management, network administration, and IT service management.