Senior Technical Support Analyst
Ikeja, Lagos, NG
1d ago

Job Description:

  • Deep understanding and hands on experience in quality assurance system and platform development in the Fintech / Payment Industry.
  • Collaborate with the operations, product, research and development and other teams, proactively identifying and resolving problems in good time, provide timely feedback and ensure prompt resolution of issues and escalate where necessary.
  • Lead and organize the team to analyze root cause of incidents, and ensure resolution within the agreed service level agreement (SLA) time, review, and output the follow-up improvement measures and implementation plans.
  • Develop technical standard operating procedure document for products and services.
  • Ensure existing processes and mechanism are optimized to improve the efficiency and delivery of each collaborating department when solving problems.
  • Have a good depth and experience of external and internal technology docking, and ensure prompt resolution of issues with external facing partners. 
  • Learn and adapt the technical support team’s capabilities to meet the demands of our customers most efficiently.
  • Maintain high availability for all assigned critical services and related business impacting services.
  • Provide two tier application support to production systems and identify any issue in production including bugs.
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Work with Level 1 Technical support, operations, sales and channels team with escalations, knowledge transfer, training, and mentoring.
  • Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions
  • Ensure and enforce agreed application best practices, analyze systems to meet regulatory compliance.
  • Develop and maintain accurate technical, software operations and support related documentation.
  • Constantly gather information, research, and scope systems for complex issues, enhancement, and continual service improvement.
  • Work with software vendor, internal and external partners to have application issues fixed, both short term and long term (root cause).
  • Troubleshoot errors and application issues via periodic testing, help desk tickets, and other methods.
  • Act as a technical resource during other projects as required


1. Minimum bachelor degree or above.  Major in computer science or related field,

2. 5-10 years of technical support experience in the financial or payment industry.
3. Be able to understand code and analyze logs, and quickly locate bugs.
4. Excellent communication, analytical, presentation and troubleshooting skills.

5. Familiar with the financial industry standards, specifications and regulatory frameworks.

6. At least five years technical support role and experience with software design and development in a test-driven environment.

7. Technical depth in quality assurance will be an added advantage

8. Experience with software design and development in a test-driven environment.


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