Operations and Support Specialist - Telecel Cash

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 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