Operations and Support Specialist

Role summary

This role is focused on keeping the Telecel Cash platform and related services available around the clock, stable, and performing well. The position involves active system monitoring, configuration work, incident resolution, partner support, integration support, and ongoing improvements to service reliability.

Core responsibilities

• Track platform uptime, service-level targets, and key performance indicators, then report on findings.
• Partner with platform and build teams to strengthen reliability and improve system performance.
• Support capacity planning efforts and performance optimisation activities.
• Carry out routine checks, maintenance tasks, and system health validations.
• Assist with production patching, upgrades, and small release deployments.
• Verify that systems are ready after deployment through smoke testing and readiness checks.
• Protect data accuracy and ensure transaction consistency across services.
• Support live integrations with banks, aggregators, merchants, and other third parties.
• Observe API behaviour and transaction movement across connected systems.
• Investigate and fix integration breakdowns and reconciliation problems.
• Make sure partner-facing services continue to meet agreed service levels.
• Use monitoring and observability platforms such as Zabbix, Grafana, and ELK to oversee production systems.
• Create and maintain alerts, dashboards, and health checks to spot issues early.
• Identify unusual patterns before they affect users or services.
• Measure latency, throughput, and error trends to guide operational decisions.
• Take part in major incident calls and coordinate during service-critical events.
• Perform root cause analysis and document corrective actions.
• Spot repeated incidents and help drive permanent fixes through problem management.
• Keep incident records up to date and produce proper post-incident reports.
• Provide second- and third-line support for Telecel Cash platforms, including advanced technical escalations.
• Lead or assist in restoring services quickly while limiting customer impact and downtime.
• Carry out detailed troubleshooting across systems, databases, and individual transactions.
• Help restore services within SLA and MTTR expectations.
• Support SMS, USSD, API, and other messaging platforms tied to mobile money operations.
• Support middleware services linked to Telecel Cash.
• Manage escalations, upgrades, and enhancements that affect messaging channels.

Qualifications and experience

The employer is looking for a degree in Computer Science, Computer Engineering, Information Technology, or a related field, or equivalent practical experience. Candidates should bring 5 to 10 years of relevant experience in a similar role. The position also calls for strong troubleshooting ability across applications, APIs, and databases, hands-on exposure to monitoring tools, familiarity with ITIL-based incident management, knowledge of mobile money and payments environments, working SQL and log-analysis skills, and the ability to operate effectively in a 24/7 support setting.

Application note

The role is based in Accra, Ghana. Applications must be completed through the online form provided by the employer. The closing date is 05 July, 2026.