Operations and Support Specialist

Overview

This role involves maintaining continuous availability, stability, and optimal performance of the Telecel Cash platform and related services by active system monitoring, incident resolution, partner support, integration management, and ongoing service enhancement.

Primary Duties

• Track and report system uptime, service level agreements, and key performance indicators.
• Collaborate with Platform and Build teams to enhance system reliability and efficiency.
• Participate in capacity planning and performance tuning exercises.
• Carry out regular system health checks, maintenance tasks, and validations.
• Implement patches, system upgrades, and minor production releases.
• Confirm system stability following deployments through smoke testing.
• Ensure accuracy and consistency of data and transactions.
• Manage live integrations with financial institutions, aggregators, merchants, and third-party services.
• Oversee API performance and transaction processes to identify issues promptly.
• Troubleshoot and fix integration failures and reconcile discrepancies.
• Make sure partner service delivery aligns with contractual SLAs.
• Use monitoring tools such as Zabbix, Grafana, and ELK for system oversight.
• Create and update alerts, dashboards, and health check mechanisms.
• Detect irregularities proactively to prevent incidents affecting service.
• Observe system metrics including latency, throughput, and error rates.
• Engage in major incident management and coordinate bridge calls during critical events.
• Conduct root cause analyses and document procedures and corrective measures.
• Identify trend issues, help solve ongoing problems decisively.
• Keep detailed incident logs and generate timely post-mortem reports.
• Deliver second and third-level technical support focusing on complex escalations arising in Telecel Cash platforms.
• Lead or assist incident remediation to minimize system downtime and reduce impact on users.
• Perform comprehensive troubleshooting at system, database, and transaction levels.
• Meet service restoration targets within SLAs and mean time to recovery (MTTR) goals.
• Support mobile money related messaging services including SMS, USSD, and APIs.
• Maintain middleware services supporting Telecel Cash ecosystem.
• Handle escalations, system enhancements, and upgrades relevant to messaging channels.

Qualifications and Experience

• A degree in Computer Science, Computer Engineering, Information Technology, or a closely related field or equivalent experience.
• Between 5 to 10 years of relevant experience in operational support roles.
• Advanced problem-solving skills dealing with applications, APIs, and databases.
• Familiarity with system monitoring and observability tools.
• Knowledgeable in incident management processes aligned with ITIL frameworks.
• Understanding of mobile payments and money transfer platforms.
• Proficient with SQL, log analysis, and systems performance optimization.
• Experience working in continuous 24/7 operations and support environments.

Additional Information

Job location is based in Accra, Ghana.

The position requires full-time onsite commitment.

Application deadline is 05 July 2026.