About the job
Operations Support Engineer
Location: Accra, Ghana
Reports to: Operations Support Team Lead
Role Overview
The Operations Support Engineer is a pivotal member of our 24/7 operations team. This position not only involves monitoring and managing incidents but also requires driving in-depth technical investigations, mentoring technicians, and contributing to the enhancement of operational processes and documentation. The engineer serves as a crucial escalation point within the Level 1 team, bridging the gap between Level 1 and Level 2/Level 3 support.
Key Responsibilities:
- Conduct advanced troubleshooting beyond standard scripts and SOPs prior to escalation.
- Serve as an escalation point for Operations Support Technicians during shifts.
- Take ownership of resolving recurring issues by identifying patterns, conducting in-depth investigations (with assistance from Platform Engineering teams if necessary), and proposing improvements or solutions, participating in problem reviews and post-incident analyses to mitigate repeat issues.
- Revise, enhance, 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 when necessary, considering the complexity of the Change.
- Act as Level 2 Support for end-user Customer Care Support, coordinating with partner Customer Care teams (Level 1 Support) to resolve customer complaints and escalations per SLA.
- Collaborate with partner Call Center agents and other staff, training them to manage end-user queries and effectively escalate issues to ezra when necessary.
- Report on Customer Care requests and their resolutions, proposing sustainable and scalable solutions for ongoing issues.
- Mentor and coach Operations Support Technicians to enhance team capabilities.
- Provide feedback and collaborate on designing and implementing improvements to monitoring setups, alerting, and escalation processes for increased efficiency.
- Facilitate shift handovers by providing context and highlighting risks and trends.
