Operations and Support Specialist Telecel Cash

Role OverviewThe position is focused on guaranteeing constant availability, robustness, and efficient performance for the Telecel Cash platform, its products, and related services. This involves proactive system surveillance, configuration management, incident resolution, partner support, integration executions, and ongoing enhancement of service quality. Main DutiesMonitor system uptime, service level agreements (SLAs), and key performance indicators (KPIs).Collaborate with platform and development teams to enhance system reliability and efficiency.Participate in capacity planning and optimize performance settings.Conduct regular system inspections, maintenance routines, and health checks.Assist with system patching, software upgrades, and production releases.Confirm proper system functionality following deployments with validation smoke tests.Maintain data accuracy and ensure consistent transaction processing.Support live integrations involving banks, aggregators, merchants, and external partners.Oversee API performance and transaction processing flows.Investigate and resolve integration failures and transaction reconciliation issues.Ensure partner services adhere to agreed service levels.Utilize monitoring tools such as Zabbix, Grafana, and ELK stack to track system health.Create and sustain alerts, dashboards, and regular system health validations.Identify system anomalies proactively to prevent service interruptions.Analyze system performance metrics including latency, throughput, and error occurrences.Participate actively in major incident management and coordinate response efforts.Perform root cause analysis for incidents and recommend effective solutions.Address recurring issues to ensure long-term problem resolution.Maintain detailed incident documentation and reporting post-event.Provide advanced Level 2 and Level 3 technical support for Telecel Cash platforms.Lead or support incident resolution to minimize downtime and customer impact.Conduct deep troubleshooting at system, database, and transaction levels.Restore services promptly within defined SLAs and mean time to repair (MTTR) goals.Support mobile money communication channels including SMS, USSD, and APIs.Manage Middleware services related to Telecel Cash platform.Handle technical escalations, system upgrades, and enhancements affecting messaging systems.Qualifications and ExperienceA degree in Computer Science, Computer Engineering, Information Technology, or a related field or equivalent experience.Between five to ten years of experience in a comparable operations or support role.Proficient troubleshooting abilities with applications, APIs, and database technologies.Practical knowledge using monitoring and observability platforms.Familiarity with incident management practices consistent with ITIL framework.Understanding of mobile money and payment systems landscape.Experience working with SQL and log analysis, along with system tuning.Capability to operate effectively in a 24/7 support and operations environment.LocationThe opportunity is based in Accra, Ghana, on an onsite basis. Application DeadlineApplications are accepted until May 5, 2026. ResponsibilitiesContinuously monitor and report system uptime, SLAs, and KPIs.Coordinate with build and platform teams to boost platform stability.Engage in capacity planning and set performance tuning protocols.Run routine maintenance and system health checks.Facilitate patching, system upgrades, and minor production releases.Perform post-deployment smoke testing to ensure system readiness.Guarantee transaction consistency and data integrity.Manage and support integration with financial and third-party partners.Track API usage and transaction flows to spot issues.Resolve integration failures and discrepancies in reconciliation.Maintain partner SLA compliance.Use monitoring tools such as Zabbix, Grafana, and ELK for system observation.Establish alerts, dashboards, and health monitoring mechanisms.Detect and prevent anomalies proactively.Monitor key system metrics like latency, throughput, and error rates.Participate in major incident management and communication bridges.Conduct root cause analyses to troubleshoot and document fixes.Lead problem management to resolve recurring system issues.Log incidents and ensure thorough post-incident reporting.Deliver Level 2 and Level 3 support for complex technical incidents.Manage escalation and lead efforts to restore services swiftly.Support message platforms including SMS, USSD, and APIs related to mobile money.Maintain middleware services and manage related upgrades and escalations. RequirementsDegree in Computer Science, Computer Engineering, IT, or equivalent field/experience.A minimum of 5 years and up to 10 years related experience.Solid troubleshooting skills for applications, APIs, and databases.Experience with observability and monitoring technologies.Knowledge of ITIL-based incident management processes.Understanding of mobile money and .