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Operations Support Engineer

ezraGhana
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Qualifications and Experience: A bachelor’s degree in computer science, programming, or a related field. 3+ years of hands-on experience in configuring, deploying, and supporting cloud-based technologies. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proficiency in relevant tools and technologies used in operations support.

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.

About ezra

ezra is a forward-thinking technology company dedicated to providing innovative solutions and exceptional service. We are committed to fostering a dynamic work environment where our employees can thrive and contribute to meaningful projects that make a difference.

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