Sr. Operation Support

Job Description

Bede is a Zain Group joint venture Fintech Company established in 2016. Our mission is to foster an inclusive financial ecosystem by providing a platform that delivers practical fintech solutions, responding to the real needs of people and businesses alike. We are seeking for a Sr. Operation Support to ensure seamless end-to-end service delivery, operational efficiency, and system reliability for all services. This position focuses on supporting and maintaining the technical infrastructure, overseeing incident response, service monitoring, and coordinating between technical and business teams to ensure high service uptime and quality. This role includes service deployment, merchant onboarding, service health monitoring, incident troubleshooting, and technical reporting. The individual will work closely with IT, development team, compliance, and customer support teams to maintain operational stability and service excellence.Role and Responsibilities:Act as a key member of the operations team responsible for setting up, managing, and continuously improving the technical operations function.Monitor and maintain service availability 24/7, ensuring incidents are detected, logged, escalated, and resolved in a timely manner.Oversee and coordinate service deployments, configuration management, and merchant onboarding processes.Supervise technical support channels (help desk, ticketing systems, call center escalations, etc.) ensuring SLAs are met.Troubleshoot and resolve operational and technical issues impacting service performance or merchant experience.Work closely with infrastructure and development teams to ensure smooth service delivery and reliability.Define, monitor, and report on operational KPIs such as uptime, response time, ticket resolution time, and service availability.Coordinate incident response and root cause analysis, documenting findings and implementing preventive actions.Ensure compliance with relevant technical, security, and regulatory standards.Support internal teams and merchants with training on platforms, portals, and applications.Develop and maintain technical documentation, operational processes, and escalation procedures.Collaborate with sales, product, and business teams to support merchant technical requirements.Participate in product development, change management, and operational readiness assessments.Identify process automation and optimization opportunities to enhance service efficiency.Assess organizational security threats and vulnerabilities, and work with security teams to mitigate risks.Implement and enforce access control policies, ensuring system integrity and security.Qualifications and Education Requirements:5+ years’ experience in payment processors, core banking systems, e-wallet platforms, or fintech operations roles.Bachelor degree in IT, Computer Science, or related technical qualifications.Experience with incident management systems, service monitoring tools, and ITSM platforms.Strong understanding of networking, application infrastructure, and system security principles.Excellent verbal and written communication skills to effectively address inquiries or concerns.Strong analytical skills with the ability to analyze performance data and make informed decisions.Ability to work effectively in cross-functional teams and collaborate with multiple stakeholders.Customer service mindset with the ability to support merchants and users.Solid presentation and training skills for internal teams and merchants.Strong problem-solving and troubleshooting skills, with adaptability to changing requirements.Preferred Skills:Experience with monitoring and alerting tools.Knowledge of ITIL processes or similar service management frameworksScripting or automation skills (e.g., Python, Bash, PowerShell)Attention to detail and ability to work in high-pressure situationsTeam player with a proactive approach to problem resolutionAbility to work in a fast-paced, 24/7 operational environment.

Keyskills :
core banking systems e-wallet platforms skills