We are recruiting to fill the position below:
Job Title: Head, Operations Support
Location: Lagos
Job Summary
- To carry out accurate and timely delivery of Incident management and request fulfilment services, optimization and improvements with regards to operations of products and services offered on the Interswitch Network.
- Ensure delivery of accurate and timely operations service delivery for seamless Pre-processing, Real-time processing, and post transaction processing activities with regards to the following services.
Key Responsibilities
Event Monitoring:
- To ensure timely event detection with a view to averting critical incidents
- To ensure that incidents are created for all critical events exceptions.
- To ensure timely resolution of critical events that could impact service delivery.
Incident Resolution:
- Shall ensure that all incidents logged are resolved with a view to meeting set SLA/Customer satisfaction while liaising closely with relevant teams.
- Shall ensure proper clean-up of after effect of incidents with a view to eliminating exposure.
- Shall adequately document known issues and detailed work-around that can be applied in the case of a re-occurrence.
- To adequately report problems resulting from incidents with a view to completely resolve root cause.
- Provide technical expertise as subject matter experts in project task executions and contribute to the overall team knowledge.
- Propose improvement to application/services with a view to eliminating/reducing incidents.
- Occasional support during off-work periods e.g., weekends, public holidays, and night.
Process Optimisation:
- Deploy workaround to proactively cater for operational exceptions.
- Identify and Implement improvements to operations processes.
Team Administration
Team Management:
- Co-ordinate the completion of activities within the team on schedule and during off-work periods e.g. weekends, public holidays and night.
- Act as stand-in in the situation of group head’s absence
- Customer Escalation management
- Resource Availability management
- Process Management (Update, Gap identification/Elimination, Incident/Problem Reporting)
Self-Management:
- Productivity Management
- Performance management
- Knowledge Acquisition and utilization
Requirements
- B.Eng / BSc qualification
- 5 – 8 years experience with 1 – 2 years in a supervisory capacity within the FinTech Space.
Application Closing Date
Not Specified.
Job Features
Job Category | Head, Operations Support |