Operations and Support Specialist - Telecel Cash
NewBe an early applicantRole 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
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