Operations and Support Specialist

Location: Accra, Ghana
Employment Type: Full-Time

Company Profile

Telecel Ghana is committed to connecting people and businesses through innovative telecommunications and digital financial services. We are building reliable, secure, and customer-centric technology platforms that enable millions of customers to transact with confidence. We are looking for a highly motivated Operations and Support Specialist to join our Technology team and help ensure the availability, performance, and continuous improvement of our Telecel Cash platforms and supporting systems.

Role Purpose

The Operations and Support Specialist is responsible for ensuring the stability, availability, performance, and operational excellence of Telecel Cash platforms and related services. The successful candidate will monitor production environments, resolve technical incidents, support critical integrations, maintain system health, and collaborate with cross-functional teams to deliver reliable services that meet business and customer expectations.

Key Responsibilities

Production Operations & Platform Reliability

• Monitor and report on system availability, service levels (SLAs), and operational KPIs.
• Collaborate with Platform and Build teams to improve platform reliability, scalability, and performance.
• Contribute to capacity planning and system performance optimization initiatives.
• Execute routine system health checks, maintenance activities, and operational validations.
• Support production patching, upgrades, and minor software releases.
• Perform post-deployment smoke tests to validate production readiness.
• Maintain data integrity and ensure transaction consistency across platforms.

Integration & Transaction Support

• Support live integrations with banks, merchants, aggregators, payment partners, and third-party service providers.
• Monitor API performance and transaction flows to ensure uninterrupted service delivery.
• Troubleshoot and resolve integration failures, transaction exceptions, and reconciliation issues.
• Ensure partner services consistently meet agreed service level commitments.

Monitoring & Observability

• Monitor production environments using enterprise monitoring tools such as Zabbix, Grafana, ELK, and related technologies.
• Develop and maintain dashboards, alerts, and system health checks.
• Proactively identify anomalies and resolve potential issues before they impact customers.
• Track key performance indicators including latency, throughput, system utilization, and error rates.

Incident & Problem Management

• Participate actively in Major Incident Management (MIM) activities and bridge calls.
• Investigate incidents, conduct Root Cause Analysis (RCA), and document findings with actionable recommendations.
• Identify recurring issues and implement permanent corrective actions through effective problem management.
• Maintain accurate incident records and complete post-incident reporting.

Technical Support

• Provide Level 2 and Level 3 technical support for Telecel Cash platforms, managing complex production issues and escalations.
• Lead or support incident resolution activities to minimize service disruption and customer impact.
• Perform detailed troubleshooting across applications, databases, middleware, APIs, and transaction processing systems.
• Restore services within agreed SLAs and Mean Time to Restore (MTTR) targets.

Messaging & Middleware Support

• Support SMS, USSD, API, and other messaging platforms supporting Telecel Cash services.
• Support middleware services that enable mobile money operations.
• Manage technical escalations, upgrades, and enhancements affecting messaging and integration channels.

Qualifications, Experience & Technical Competencies

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related discipline. Equivalent professional experience will also be considered.

Experience

• Minimum of five (5) to ten (10) years’ experience in an Operations, Production Support, Application Support, or similar technical role.

Professional & Technical Competencies

• Strong troubleshooting skills across enterprise applications, APIs, middleware, and databases.
• Experience using monitoring and observability tools such as Zabbix, Grafana, ELK, or similar platforms.
• Sound understanding of ITIL incident, problem, and change management practices.
• Knowledge of mobile money, digital payments, or financial transaction systems.
• Proficiency in SQL, log analysis, transaction monitoring, and system performance tuning.
• Ability to analyse complex technical issues and implement timely solutions.
• Strong communication, analytical, and stakeholder management skills.
• Ability to work effectively in a fast-paced 24/7 operations and support environment.

Application Deadline

15 July 2026

How to Apply

Apply online by clicking on the application button.