OpsSupportEngineer

Operations Support Engineer Location: Accra, Ghana Reports to: Operations Support Team Lead Context of the role The Ops Support Engineer is a senior member of the 24/7 operations team. In addition to monitoring and triaging incidents, this role is expected to drive deeper technical investigation, mentor technicians, and contribute to improving operational processes and runbooks. Engineers serve as escalation points within the L1 team and act as a bridge between L1 and L2/L3 support. Key Responsibilities: Above and beyond the tasks performed at a Technician level, Ops Support Engineers also have the following responsibilities: Perform advanced troubleshooting beyond standard scripts and SOPs before escalation. Act as an escalation point for Ops Support Technicians during shifts. Own the process of correcting recurring issues (problems) by identifying patterns, performing deep investigations (if necessary with the assistance of Platform Engineering teams) and proposing improvements and/or solutions, including participating in problem reviews and post-incident analysis to reduce repeat issues. Update, refine, and expand runbooks, SOPs, and knowledge base documentation. Prepare and/or review Methods of Procedure (MOPs) ahead of Change Request deployments Deploy Change Requests to the Production environment, if and when necessary considering the nature and complexity of the Change. Act as Level 2 Support for end-user Customer Care Support, in coordination with the partners’ own Customer Care teams (L1 Support), resolving customer complaints and escalations, in accordance with SLA. Work with partner Call Center agents and other staff, train them to handle end-user queries and to efficiently and effectively escalate queries to Ezra when necessary. Report on Customer Care requests and their resolution, and propose permanent and scalable solutions to address recurring issues. Mentor and coach Ops Support Technicians, building team capability. Contribute feedback, design and