Senior Manager: Service Operations and Monitoring

About the role

MIDAS, a joint venture between MTN Group Fintech and Alipay, is building a digital wallet ecosystem and needs a Senior Manager: Service Operations and Monitoring based in Accra. You will manage the 24/7 operation and monitoring of the production platform, which carries business-critical financial services; when it is degraded, customers cannot pay and agents cannot serve.

Key responsibilities

• Manage the service operations centre, monitoring and event management, incident and major incident management, problem management, change enablement and production readiness, service level management and reporting, and the runbooks, knowledge and automation used by operations.
• Operate the platform, triage events, restore service from runbooks, coordinate teams that resolve issues beyond runbooks, and command major incidents, including deciding severity, mobilisation, communication and restoration.
• Run change enablement with Release and Cutover Management, assess operational readiness and decline services lacking monitoring, runbooks or support arrangements.
• Scale operations through automation and a shift model covering all hours across local, partner and vendor teams, working on a 12-month horizon aligned to the migration wave plan.
• Lead shift managers, service management specialists and operations engineers.

Required profile

• Minimum 4-year tertiary degree in Computer Science, Information Technology, Engineering, Information Systems, Cybersecurity or a related field.
• Minimum 8 to 10 years in technology operations, service management or production support, including at least 3 years managing an operations centre or service operations team.
• Experience in payments, banking, fintech, telecommunications or large-scale digital platforms.
• Experience running round-the-clock production operations for a high availability service and commanding major incidents while communicating with executives.
• Experience managing vendors and partner teams across borders.

Required skills

• ITIL certification required; strong experience of incident, problem, change and service level management.
• Monitoring, observability and operational automation.
• Service transition and acceptance of new services into operation.
• Edge: experience supporting operations in several countries, cloud, infrastructure or service management certifications.

The closing date is 13 November 2026; late applications will not be accepted.