Operations and Support Specialist – Telecel Cash

Role Overview

The position is focused on guaranteeing constant availability, robustness, and efficient performance for the Telecel Cash platform, its products, and related services. This involves proactive system surveillance, configuration management, incident resolution, partner support, integration executions, and ongoing enhancement of service quality.

Main Duties

• Monitor system uptime, service level agreements (SLAs), and key performance indicators (KPIs).
• Collaborate with platform and development teams to enhance system reliability and efficiency.
• Participate in capacity planning and optimize performance settings.
• Conduct regular system inspections, maintenance routines, and health checks.
• Assist with system patching, software upgrades, and production releases.
• Confirm proper system functionality following deployments with validation smoke tests.
• Maintain data accuracy and ensure consistent transaction processing.
• Support live integrations involving banks, aggregators, merchants, and external partners.
• Oversee API performance and transaction processing flows.
• Investigate and resolve integration failures and transaction reconciliation issues.
• Ensure partner services adhere to agreed service levels.
• Utilize monitoring tools such as Zabbix, Grafana, and ELK stack to track system health.
• Create and sustain alerts, dashboards, and regular system health validations.
• Identify system anomalies proactively to prevent service interruptions.
• Analyze system performance metrics including latency, throughput, and error occurrences.
• Participate actively in major incident management and coordinate response efforts.
• Perform root cause analysis for incidents and recommend effective solutions.
• Address recurring issues to ensure long-term problem resolution.
• Maintain detailed incident documentation and reporting post-event.
• Provide advanced Level 2 and Level 3 technical support for Telecel Cash platforms.
• Lead or support incident resolution to minimize downtime and customer impact.
• Conduct deep troubleshooting at system, database, and transaction levels.
• Restore services promptly within defined SLAs and mean time to repair (MTTR) goals.
• Support mobile money communication channels including SMS, USSD, and APIs.
• Manage Middleware services related to Telecel Cash platform.
• Handle technical escalations, system upgrades, and enhancements affecting messaging systems.

Qualifications and Experience

• A degree in Computer Science, Computer Engineering, Information Technology, or a related field or equivalent experience.
• Between five to ten years of experience in a comparable operations or support role.
• Proficient troubleshooting abilities with applications, APIs, and database technologies.
• Practical knowledge using monitoring and observability platforms.
• Familiarity with incident management practices consistent with ITIL framework.
• Understanding of mobile money and payment systems landscape.
• Experience working with SQL and log analysis, along with system tuning.
• Capability to operate effectively in a 24/7 support and operations environment.

Location

The opportunity is based in Accra, Ghana, on an onsite basis.

Application Deadline

Applications are accepted until May 5, 2026.