Operations and Support Specialist (24/7 Platform)

About the role

We are looking for an Operations and Support Specialist to ensure 24/7 availability, stability and performance of the Telecel Cash platform. You will monitor systems, resolve incidents, support integrations and drive continuous service improvement.

Key responsibilities

• Monitor and report system uptime, SLAs and KPIs, using tools such as Zabbix, Grafana and ELK.
• Perform routine system checks, maintenance, health validations and post‑deployment smoke checks.
• Support patching, upgrades and minor releases in production and ensure data integrity.
• Manage live integrations with banks, aggregators, merchants and third‑party APIs, troubleshooting failures and reconciliation issues.
• Define and maintain alerts, dashboards and health checks; proactively detect anomalies.
• Participate in major incident management, conduct root‑cause analysis and drive problem‑management actions.
• Provide L2/L3 support for Telecel Cash, handling complex technical escalations and ensuring MTTR targets are met.
• Support SMS, USSD, API and middleware services related to mobile‑money messaging channels.

Required profile

• Degree in Computer Science, Computer Engineering, Information Technology or related field.
• 5–10 years of experience in operations, support or platform engineering.
• Strong troubleshooting skills across applications, APIs and databases.
• Experience with monitoring and observability tools and ITIL incident‑management practices.
• Good understanding of mobile‑money or payments systems.
• Ability to work in a 24/7 support environment.

Required skills

• Zabbix
• Grafana
• ELK stack
• SQL
• API integration
• ITIL incident management
• System performance tuning
• Log analysis