Operations and Support Specialist – Telecel Cash @ Telecel

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

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