Job Title:  Executive, IT Operations

Job Requirement

• Bachelor’s degree or HND in Information Technology, Computer Science or related fields preferred.
• Minimum 3 years in Telecom operations and IT operations.
• Proficiency in PHP, Java, Python, and SQL, with experience in Unix environments, and FTP. Knowledge of BSS/OSS, cloud platforms, ESBs, and API gateways is required to support system integration, performance, and secure, scalable operations. 

Job Purpose

•    Responsible for supporting the stability, performance, and compliance of enterprise applications and billing operations within Imagine’s IT business application environment. 
•    The role provides first- and second-level support for application systems and billing processes, assisting in resolving technical and operational issues while escalating complex matters to senior team members or vendors when necessary. 
•    Act as a subject matter expert (SME) of Imagine’s core middleware platform integration with external systems. 
•    It involves monitoring system performance, supporting routine maintenance activities such as patches and updates, and assisting in maintaining system reliability and operational continuity. 
•    The role also supports compliance with security policies, participates in access reviews and audit activities, and contributes to system-related projects, operational support tasks, and process improvement initiatives to ensure application and billing support aligns with business requirements and operational standards.

Job Responsibilities

•    Provide first- and second-level technical support for enterprise applications and billing operations, ensuring incidents, billing exceptions, and service requests are addressed within the SLA.
•    Integrate applications with backend Business Support Systems (BSS) to streamline business operations such as billing, customer management, and order processing.[SS3.1]
•    Monitor core business applications and billing system performance, availability, and stability using established monitoring tools and scripts.
•    Troubleshoot and resolve application faults, billing discrepancies, configuration issues, and integration problems, escalating complex issues to senior team members or vendors when required.
•    Assist in investigating system defects, billing inconsistencies, and data mismatches in collaboration with internal teams and vendors.
•    Maintain documentation for application configurations, billing workflows, integration flows, standard operating procedures, and recovery procedures.
•    Support system and configuration reviews to ensure compliance with internal controls, billing accuracy, data integrity, and security standards.
•    Assist in executing application releases, patch deployments, and environment refreshes in accordance with approved change management procedures.
•    Provide support to end users on application features, billing processes, and workflows to facilitate effective system usage.
•    Monitor system usage and operational metrics and report anomalies or issues to senior team members for further analysis.
•    Assist in maintaining user guides, FAQs, and support knowledge base articles for internal and end-user reference.
•    Perform system integration testing (SIT), user acceptance testing (UAT), and regression testing for system updates, fixes, and new deployments.
•    Support the implementation of automation or operational improvements within recurring support activities and monitoring routines.
•    Work with cross-functional teams to address system dependencies, configuration issues, and environment-related concerns affecting application and billing operations.
•    Communicate operational updates and incident information to relevant stakeholders as required.
•    Support application lifecycle activities including testing, data verification, environment preparation, and deployment support.

•    Maintain records of support tickets, billing incidents, resolutions, and operational activities for reporting and tracking purposes.
•    Assist in preparing operational reports related to system performance, SLA adherence, and issue trends.
•    Ensure adherence to organisational security policies, access controls, and audit logging requirements within supported systems.
•    Support application security configurations, access management activities, and security control implementation.
•    Assist in performing access reviews and compliance checks across assigned applications and billing platforms.
•    Configure system parameters, product settings, tariffs, and service configurations based on approved requirements.
•    Support the accurate setup of billing parameters, pricing configurations, and feature entitlements within the provisioning and billing systems.
•    Assist in validating system configurations to ensure alignment with defined business rules and operational requirements.
•    Maintain configuration consistency across environments and document configuration changes where required.
•    Support system upgrades, enhancements, and integration activities as part of ongoing system improvement initiatives.
•    Collaborate with team members to troubleshoot operational issues and support ongoing service improvements.
•    Stay informed about updates in application technologies, BSS platforms, and operational tools relevant to the role.