Ops Support Engineer

About the role

The Operations Support Engineer is a senior member of a 24/7 operations team based in Accra. The role combines incident monitoring, advanced troubleshooting, and mentorship while driving continuous improvement of operational processes and documentation.

Key responsibilities

• Perform advanced troubleshooting beyond standard scripts and SOPs before escalation.
• Act as an escalation point for Ops Support Technicians during shifts.
• Identify recurring issues, conduct deep investigations with Platform Engineering, and propose permanent solutions.
• Update, refine, and expand runbooks, SOPs, and knowledge‑base documentation.
• Prepare and review Methods of Procedure (MOPs) and deploy Change Requests to production when needed.
• Provide Level 2 support for end‑user Customer Care, resolve escalations, and report on resolution trends.
• Mentor and coach Ops Support Technicians to build team capability.
• Improve monitoring setups, alerting, and escalation workflows for greater efficiency.
• Lead shift handovers, highlighting risks and trends.

Required profile

• Bachelor’s degree in Computer Science, programming, or a related field.
• Minimum 3 years of hands‑on experience configuring, deploying, and supporting client systems in a highly managed environment.
• Proven experience in L1 support and Customer Care within B2B2C or B2C settings, especially fintech, banking, or telecom.
• Strong understanding of network fundamentals and protocols (TCP/IP, etc.).

Required skills

• Windows operating system.
• Linux distributions (BSD, Red Hat, Fedora, SUSE, CentOS, Ubuntu, Debian).
• BIOS and RAID configuration on workstations and rack‑mounted servers.
• Jira, Confluence, Grafana, Zabbix.
• Basic scripting and SQL for database queries.
• Network fundamentals and TCP/IP protocols.