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CDI30 days ago

Operations and Support Specialist – Telecel Cash @ Telecel

Telecel
Accra (Ghana)
Salary 100,000

Job Description

Operations and Support Specialist – Telecel Cash at Telecel - Jobweb Ghana

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22 Apr 2026

Operations and Support Specialist – Telecel Cash at Telecel

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Company: Telecel

Location: Ghana

State: Jobs in Accra

Job type: Full-Time

Job category: IT/Telecom Jobs in Ghana

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Job Description

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

Qualification Required & Experience

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

Location: Accra

[Click the Apply button below to see the contact details]

Expert Application Advice

Technical proficiency — Telecel expects hands-on mastery of SQL. Don't just list them: describe a concrete project where you used them and the outcome delivered.

Positioning — Your cover letter must answer one question: why YOU for THIS specific role right NOW? Avoid generic templates — one sentence on what you specifically bring beats three generic paragraphs.

Targeted application — Align your CV to this offer's exact keywords and back every claimed skill with a concrete example. A cover letter showing you understand the specific challenges of this role consistently makes the difference.

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