Role Purpose

Ensure 24/7 availability, stability, and performance of the Telecel Cash platform, products and services by proactively monitoring and configuring systems, resolving incidents, supporting partners, performing integrations, and driving continuous service improvement.

Key Responsibilities

Monitor and report on system uptime, SLAs, and KPIs

Work with Platform and Build teams to improve reliability and performance

Contribute to capacity planning and performance tuning initiatives

Execute routine system checks, maintenance, and health validations

Support patching, upgrades, and minor releases in production

Validate system readiness post-deployment (smoke checks)

Ensure data integrity and transaction consistency

Support live integrations with banks, aggregators, merchants, and third parties

Monitor API performance and transaction flows

Troubleshoot and resolve integration failures and reconciliation issues

Ensure partner services meet agreed SLAs

Monitor systems using tools (e.g., Zabbix, Grafana, ELK, etc.)

Define and maintain alerts, dashboards, and health checks

Proactively detect anomalies and prevent incidents before impact

Track system performance (latency, throughput, error rates)

Actively participate in major incident management (MIM) and bridge calls

Conduct Root Cause Analysis (RCA) and document findings with actionable fixes

Identify recurring issues and drive permanent resolution (problem management)

Maintain incident logs and ensure proper post-incident reporting

Provide L2/L3 support for Telecel Cash platforms, handling complex technical escalations

Lead or support incident resolution, ensuring minimal downtime and customer impact

Perform deep-dive system, database, and transaction-level troubleshooting

Ensure timely restoration of services in line with SLAs and MTTR targets

Support SMS, USSD, API and other messaging platforms related to mobile money services

Support Middleware services related to Telecel Cash

Handle escalations, upgrades, and enhancements impacting messaging channels

Professional / Technical Competencies

Degree in Computer Science/Computer Engineering/ Information Technology or related discipline / experience

5–10 years’ experience in similar role

Strong troubleshooting skills across applications, APIs, and databases

Experience with monitoring and observability tools

Knowledge of incident management (ITIL practices)

Understanding of mobile money / payments systems

Familiarity with SQL, logs analysis, and system performance tuning

Ability to work in 24/7 support and operations environment

Professional / Technical Competencies

Degree in Computer Science/Computer Engineering/ Information Technology or related discipline / experience

5–10 years’ experience in similar role

Strong troubleshooting skills across applications, APIs, and databases

Experience with monitoring and observability tools

Knowledge of incident management (ITIL practices)

Understanding of mobile money / payments systems

Familiarity with SQL, logs analysis, and system performance tuning

Ability to work in 24/7 support and operations environment