About the Company
At Ukheshe, we’re known as a global, market-leading fintech enabler, and through our innovative technology, we are changing the world of payments. We believe that being bold, curious, having an entrepreneurial mindset, purposeful collaborations and diversity and inclusion are just some of the hallmarks associated with building great teams. We innovate through a culture of ownership, being human and valuing our people's voice and perspective while creating an opportunity for them to become the best version of themselves and thrive personally and professionally.
What we are looking for
A Production Support Engineer eager to join a highly disruptive start-up in a rapid growth phase and positioned to scale significantly in the coming months.
About the Role
Responsible for ensuring system availability, services are up and running efficiently as well as providing 24/7 production support.
This will include investigating and resolving 3rd party incidents.
Monitor, trouble shoot & resolve any production application issues/incidents.
Escalate to the relative department or third party dependencies where needed.
Follow up on incidents raised in order to make sure timely feedback is provided to our customers and the incident is resolved as quick as possible to minimize customer impact.
Assess incidents and impact in order to provide suggestions to improve system availability and processes.
Assist customers with any production system related incidents.
Ensure system availability & response times are met as set our per our SLA agreements
Ensure maintenance & incident notifications are communicated to customers.
Assist during planned and unplanned system maintenance.
Capture support & incident related information for purposes of analysis and reporting.
A qualification in application support or relevant is preferable.
4-6 years’ relevant experience working in production application/system support required.
Experience in the fintech and payments industry will be advantageous.
Good problem-solving skills and technical understanding
Basic understanding of networking and troubleshooting connection issues
Proficiency with basic computer applications, such as Microsoft Windows, Word, Excel, PowerPoint including Google Sheets.
Excellent verbal and written communication skills in English.
Ability to analyse system alerts or customer queries, investigate, escalate and resolve within agreed SLA.
Ability to remain calm and composed in a fast-paced, high-pressure environment.
Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.
Comfortable working shifts, including some weekends.
Ability to work from home.
Knowledge of ZOHO service desk and Atlassian products (Jira, Confluence) advantageous.
Purposeful Impact. Client Focus. Doing the Right Thing, Cultivating Excellence. Teamwork.
We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, neurodiversity or disability - whoever you are, if you’re curious, relentless and customer-obsessed, we want to hear from you.
Ukheshe does not accept unsolicited resumes from search firms/recruiters. Ukheshe will not pay any fees to search firms/recruiters if a search firm/recruiter submits a candidate unless an agreement has been entered into concerning the specific open position(s). Search firms/recruiters offering resumes to Ukheshe on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.