Senior Engineer: Technical Support Jobs – Cellulant

This job falls under:

Engineering Jobs in Uganda, Telecommunication Jobs in Uganda

Job Title: Senior Engineer: Technical Support

Organisation: Cellulant

Duty Station: Kampala, Uganda

About Organisation:

cellulantCellulant is a leading pan-African financial technology corporation that specializes in digital payment infrastructure, connecting global and regional merchants with local alternative payment methods. Founded in 2004, the firm operates as a major payment gateway across 24 African nations—including Kenya, Nigeria, Uganda, and Egypt—processing over 4.5 million transactions daily.

Job Summary: The Technical Support Senior Engineer plays a critical role in providing advanced technical assistance to our clients, ensuring their systems run smoothly and efficiently using their extensive knowledge and experience to diagnose and fix technical problems efficiently

Key Duties and Responsibilities:

Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.
Incident management: Fast and accurate detection and resolution of system and application issues to meet and customer SLA.
System and application maintenance in high-availability production environments.
Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all times.
Analyse recurring and intermittent system and application problems.
Timely escalation and follow through of support issues.
Solution monitoring to aid in faster issue detection and diagnosis.
Knowledge management for the support team through the identification of knowledge gaps.
Contributing towards training and forums for team Knowledge sharing.
Training of new employees.

Qualifications, Skills and Experience:

Bachelor’s degree in Computer science or a related field
Strong understanding of computer systems and tech products
Strong documentation skills to maintain records of issues and solution.
At least 7 years’ experience working within a busy IT Service Desk environment.
Proficiency in Linux, MySQL is mandatory.
Working knowledge of databases, networks and security standards and application development is a clear advantage.
Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.
Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform, Ansible.
Ability to win in a highly collaborative environment.
Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.
BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).
Certification ITIL v3/4 will be an added advantage.
Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4.
Working knowledge of databases, networks and security standards and application development is a clear advantage.
Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.
Experience with automated systems, scripting, software development discipline eg Python, PHP, Puppet, Terraform, Ansible
Ability to win in a highly collaborative environment.