Job Description

• Manage and maintain local IT infrastructure, including servers, networks, and endpoint devices across the Ghana office.
• Provide first and second-line technical support to all Ghana-based staff, resolving issues promptly and within agreed SLAs.
• Ensure network security, data backup, and disaster recovery procedures are in place and regularly tested.
• Deploy and manage enterprise software, user accounts, and access permissions.
• Support audio/video conferencing and collaboration tools for the office.
• Maintain IT asset inventory and provide procurement recommendations as needed.
• Ensure compliance with organisational IT policies and Ghana's local regulations.
• Conduct IT training and orientation for new staff members.
• Monitor the health, performance, and availability of mobile and web applications across all operating markets using observability platforms.
• Investigate and respond to application alerts, working with development and product teams to diagnose root causes using logs, metrics, and distributed traces.
• Support the integration and maintenance of internal and third-party APIs, including monitoring API uptime, response times, and error rates, and escalating anomalies to the relevant teams.
• Coordinate with the NOC Manager on system monitoring, uptime, incident response, and escalation procedures across all markets.
• Maintain NOC runbooks and incident documentation, contributing to post-incident reviews and continuous improvement processes.
• Participate in on-call rotations for critical system and application incidents as required.
• Liaise with in-country IT and operations teams across markets to support issue resolution and ensure consistent service delivery.

• Bachelor's degree in IT, Computer Science, or related field.
• Minimum 3 years of experience in IT support, systems administration, or NOC operations.
• Strong knowledge of networking (LAN/WAN) and Windows/Linux server administration.
• Experience with cloud services such as Microsoft 365, Azure, or similar platforms.
• Hands-on experience with monitoring and observability tools (e.g. Grafana, Datadog, Zabbix, or similar) with a solid understanding of metrics, logs, and distributed traces.
• Working knowledge of REST APIs — including reading documentation, testing endpoints, and interpreting response codes and payloads — as they relate to mobile and web application integrations.
• Ability to work effectively across time zones and support remote teams in multiple countries.
• Excellent problem-solving and communication skills, with the ability to translate technical issues clearly for non-technical stakeholders.
• Fluency in English required.
• Familiarity with IT security best practices and compliance frameworks.
• Relevant certifications such as CCNA, CompTIA Network+, ITIL, or Microsoft certification.
• Experience supporting or working alongside development teams in a DevOps or SRE-adjacent capacity.
• Familiarity with working in variable-connectivity environments.