Operations And Support Specialist

Role Purpose

• Ensure 24/7 availability, stability, and performance of the Telecel Cash platform, products and services by proactively monitoring and configuring systems, resolving incidents, supporting partners, performing integrations, and driving continuous service improvement.
  

Key Responsibilities

• Monitor and report on system uptime, SLAs, and KPIs
• Work with Platform and Build teams to improve reliability and performance
• Contribute to capacity planning and performance tuning initiatives
• Execute routine system checks, maintenance, and health validations
• Support patching, upgrades, and minor releases in production
• Validate system readiness post-deployment (smoke checks)
• Ensure data integrity and transaction consistency
• Support live integrations with banks, aggregators, merchants, and third parties
• Monitor API performance and transaction flows
• Troubleshoot and resolve integration failures and reconciliation issues
• Ensure partner services meet agreed SLAs
• Monitor systems using tools (e.g., Zabbix, Grafana, ELK, etc.)
• Define and maintain alerts, dashboards, and health checks
• Proactively detect anomalies and prevent incidents before impact
• Track system performance (latency, throughput, error rates)
• Actively participate in major incident management (MIM) and bridge calls
• Conduct Root Cause Analysis (RCA) and document findings with actionable fixes
• Identify recurring issues and drive permanent resolution (problem management)
• Maintain incident logs and ensure proper post-incident reporting
• Provide L2/L3 support for Telecel Cash platforms, handling complex technical escalations
• Lead or support incident resolution, ensuring minimal downtime and customer impact
• Perform deep-dive system, database, and transaction-level troubleshooting
• Ensure timely restoration of services in line with SLAs and MTTR targets
• Support SMS, USSD, API and other messaging platforms related to mobile money services
• Support Middleware services related to Telecel Cash
• Handle escalations, upgrades, and enhancements impacting messaging channels
  

Qualification Required & Experience
Professional / Technical Competencies

• Degree in Computer Science/Computer Engineering/ Information Technology or related discipline / experience
• 5–10 years’ experience in similar role
• Strong troubleshooting skills across applications, APIs, and databases
• Experience with monitoring and observability tools
• Knowledge of incident management (ITIL practices)
• Understanding of mobile money / payments systems
• Familiarity with SQL, logs analysis, and system performance tuning
• Ability to work in 24/7 support and operations environment
  

Location: Accra
How To Apply For The Job
To submit your application, click on the link below and complete all relevant fields on the online application form.
Closing Date: 05 July, 2026
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