Senior Implementation Engineer at InterSwitch

Interswitch Limited is an integrated payment and transaction processing company that provides technology integration, advisory services, transaction processing and payment infrastructure to government, banks and corporate organizations. Interswitch, through its “Super Switchâ€Â provides online, real-time transaction switching that enable businesses and individuals have access to their funds across the 24 banks in Nigeria and across a variety of payment channels such as Automated Teller Machines (ATMS), Point of Sale (PoS) terminals, Mobile Phones, Kiosks, Web and Bank Branches.

Job Purpose:

• Lead the delivery and support of complex solutions and service requests, ensuring alignment with organizational objectives and customer needs.
• Provides Technical Support / Site Reliability Engineering services to implement and support the delivery of Value-Added Services (VAS) around SMS Messaging, USSD, and Mobile/Digital Financial Services.
• Mentor and guide junior engineers, fostering a culture of continuous improvement and professional development within the team.

Responsibilities 

Technical Implementation and Delivery

• Lead the design, installation, configuration, and delivery of systems supporting Interswitch’s messaging, USSD, Mobile, and Digital infrastructure applications.
• Oversee the implementation of SMS, USSD gateway, Mobile Banking Proxies, and 2FA
• Servers for bank operations and business continuity, including the resolution of postmigration incidents.
• Develop comprehensive documentation for configuration changes, impact assessments, and rollback procedures, ensuring all changes are communicated effectively to relevant stakeholders.
• Identify and implement scalable solutions to optimize resource utilization and provide economies of scale.
• Drive the engineering of SA-related solutions for various projects and operational needs,
• initiating requests for network configuration changes with the infrastructure management team.

Technical Support and Escalation Management

• Serve as the primary point of contact for technical inquiries from customers/clients, ensuring timely closure of support tickets on the Interswitch Helpdesk platform.
• Provide third-level incident resolution for complex issues related to SMS Messaging/USSD/

Mobile Banking, and Internet Banking.

• Monitor message queues, network outages, and e-payment failures (Bills payment/VTU), escalating and collaborating with TELCO's/third-party IT support teams for swift resolution.
• Analyze customer support data trends to identify areas for improvement and implement strategies to enhance service quality.
• Engage with MNOs for sender ID registration and whitelisting, streamlining the onboarding process for new and existing SMS customers.

Technology Infrastructure and Service Management

• Proactively monitor and optimize the performance of technical infrastructure and services, utilizing advanced tools like App Dynamics, Nagios, Prometheus, Grafana, Dynatrace, and DataDog.
• Ensure compliance with internal and external regulatory requirements in technology and service management.
• Represent customers in liaising with shared technology teams on incident reports, ensuring effective communication of service downtimes or notifications to both internal and external customers.
• Report significant issues to line managers, product managers, and software development clusters, providing actionable insights for resolution.

System Maintenance and Optimization

• Lead weekly routine/health check maintenance and optimization efforts for existing
• Interswitch Digital Messaging and Mobile Banking systems to ensure reliability and performance.
• Oversee database backups, cleanup, and space reclamation on SMS gateway and mobile banking proxies to maintain optimal storage availability.
• Conduct regular system performance assessments, recommending and implementing improvements to enhance efficiency and effectiveness.
• Apply system and application patch updates as required, ensuring server workloads are upto- date and secure.

Collaboration and Communication

• Collaborate with Project Managers, Product Owners, Back-office Operations, and Quality
• Assurance (QA) Engineers to achieve Interswitch Systegra business goals.
• Communicate complex technical information effectively to both technical and nontechnical stakeholders, ensuring clarity and understanding.

Continuous Improvement

• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of technical support and engineering processes.
• Implement and advocate for continuous delivery practices, ensuring code changes are automatically prepared for deployment to production.
• Leadership and Mentorship
• Mentor and guide junior engineers, fostering a culture of knowledge sharing and professional development within the team.
• Lead technical training sessions and workshops to enhance team capabilities and ensure alignment with industry best practices.
• Provide strategic input into the development of technical roadmaps and project planning, aligning with organizational goals and customer needs.
• Client and Customer Management (Internal)
• Conduct post-implementation training and user knowledge sharing, ensuring customers and internal teams are well-informed and capable of utilizing new features and services effectively.

CAPABILITIES

BEHAVIOURAL COMPETENCIES

• Technical Skills: Demonstrates advanced technical proficiency in payment systems, troubleshooting, and problem resolution, ensuring efficient and effective support.
• Analytic Skills: Exhibits excellent analytical abilities to diagnose issues, interpret data, and develop solutions, enhancing system performance and reliability.
• Time Management Skills: Effectively prioritizes tasks and manages time to meet deadlines and service level agreements, maintaining high productivity levels.
• Organizational Skills: Maintains organized workflows, documentation, and processes to ensure smooth operations and easy access to information.
• Customer Service Skills: Provides exceptional customer service by addressing client issues promptly, courteously, and effectively, fostering positive relationships.
• Communication Skills: Communicates clearly and effectively with clients, team members, and stakeholders, ensuring accurate information exchange and collaboration.

EDUCATION

General Education

• University Post Graduate Degree in Information Technology, Electrical & Electronics Engineering, Computer Science, Computer Engineering, or any Technology-related fields.
• Evidence of strong industry/sector participation and relevant professional certifications such as:
  •  Information Technology Infrastructure Library (ITIL)
  •  Microsoft Certified: Azure Fundamentals
  •  CompTIA Security+, Network + CompTIA Linux +, Linux Professional Institute (Linux  Essentials)
  • Cisco Certified Network Associate
• Other technical proficiencies required for this role include:
• Microsoft SQL MCTS, MySQL, and Oracle Database administration
• Java and .Net Fundamentals, Jboss/Wildfly, Tomcat-Apache server
• Develop APIs using Python, C# or JAVA for web and mobile platforms
• Strong experience managing Cloud infrastructure - AWS, Microsoft Azure, etc.
• Databases (e.g., MySQL, PostgreSQL, MongoDB) and SQL query optimization
• Message queuing: Redis, Kafka, RabbitMQ,
• Familiarity with DevOps methodology and Tools (Git, GitLab, Bitbucket, Jira, Postman, Jenkins, Docker and kubernetes
• Application Performance and System/Server/Service Monitoring (AppDynamics, Grafana, Kibana, etc.)

EXPERIENCE

General Experience

• At least 5-7 years of Enterprise Engineering/Technical Support experience, preferably in a reputable Financial Institution, FinTech, Telecommunications, or Service Provider company.

Method of Application