Operations and Support Specialist

Role overview

The Operations and Support Specialist will help keep the Telecel Cash platform and related products available around the clock. The position focuses on maintaining service stability, monitoring performance, resolving incidents, supporting partner connections, carrying out integrations, and contributing to ongoing service improvements.

Key responsibilities

• Track uptime, SLA compliance, and key performance indicators, then report findings.
• Collaborate with platform and build teams to strengthen reliability and improve system performance.
• Support capacity planning and performance optimization efforts.
• Carry out regular system checks, routine maintenance, and health validations.
• Assist with production patching, upgrades, and minor releases.
• Verify that systems are ready after deployment by performing smoke tests.
• Help protect data accuracy and transaction consistency.
• Support live integrations with banks, aggregators, merchants, and other third parties.
• Monitor API behaviour and transaction movement across systems.
• Investigate and fix integration errors and reconciliation discrepancies.
• Make sure partner services meet the agreed service levels.
• Use monitoring and observability tools such as Zabbix, Grafana, and ELK to track service health.
• Set up and maintain alerts, dashboards, and health-check mechanisms.
• Spot unusual patterns early and help prevent service disruption.
• Monitor latency, throughput, and error trends across systems.
• Take part in major incident response calls and coordination activities.
• Perform root cause analysis and document findings with practical corrective actions.
• Identify repeat incidents and help drive long-term fixes.
• Maintain incident records and post-incident reporting.
• Provide L2 and L3 support for Telecel Cash platforms and handle complex technical escalations.
• Lead or assist with incident recovery so service downtime and customer impact remain minimal.
• Carry out in-depth troubleshooting at the system, database, and transaction level.
• Restore services within SLA and MTTR targets.
• Support SMS, USSD, API, and other messaging channels used for mobile money services.
• Support middleware services connected to Telecel Cash.
• Handle escalations, upgrades, and enhancements that affect messaging channels.

Requirements

• A degree in Computer Science, Computer Engineering, Information Technology, or a closely related field; equivalent experience may also be considered.
• Between 5 and 10 years of experience in a similar position.
• Strong problem-solving ability across applications, APIs, and databases.
• Hands-on experience with monitoring and observability tools.
• Working knowledge of incident management and ITIL practices.
• Understanding of mobile money and payments platforms.
• Ability to analyse SQL, logs, and system performance issues.
• Comfort working in a 24/7 operations and support environment.

Additional information

This is a full-time onsite role based in Accra, Ghana. Applications are accepted until 05 July 2026.

Application note

Interested candidates are expected to complete the online application form through the employer’s application process.