Senior Manager: Post Migration Support (Level 1 and 2)

About the role

MIDAS, a joint venture between MTN Group Fintech and Alipay, is building a new digital wallet ecosystem and needs a Senior Manager: Post Migration Support (Level 1 and 2) based in Accra. You will manage the first and second line support that MTN operating companies receive once they go live on the platform, covering the service desk, application and functional support, hypercare and the move to steady state.

Key responsibilities

• Manage the service desk, second line application and functional support, and support during hypercare and the transition to steady state.
• Handle request fulfilment, the knowledge base and the quality of the support experience within the standards and service level targets set by the General Manager: Service and Security Operations.
• Decide how issues are prioritised, resolved or escalated, what workarounds are offered and what is told to the market.
• Ensure data corrections, configuration changes and anything touching customer funds follows approved controls.
• Provide first and second line support within the OpCo Delivery Hub during hypercare, then continue supporting the market afterwards.
• Support markets with different languages, time zones and regulations, several in hypercare at once, over a twelve-month horizon aligned to the migration wave plan.

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 application support, service management or technology operations, including at least 3 years managing a support or service desk function.
• Experience in payments, banking, fintech, telecommunications or large-scale digital platforms.
• Experience of first and second line support for a business-critical transactional platform and of supporting operating businesses in several countries.
• Experience of supporting operating businesses in African markets strongly preferred.

Required skills

• ITIL certification required; strong experience of ITIL practices including incident, request, problem and knowledge management.
• Experience of support through a platform migration, including hypercare.
• Experience of mobile money or payments operations, including transaction investigation.
• Experience of managing support vendors and partner teams.

The role is senior management, leading support managers, service desk analysts and application support specialists. Applications close on 13 November 2026; late applications will not be accepted.