About this role
We are looking for an experienced L2 Application Support Engineer - MoMo with strong hands-on experience in databases, Linux, transaction troubleshooting, integrations, and production support.
Job Responsibilities:
• Investigate escalated transactions across the full processing path — channel, access gateway, core platform, and downstream bank/aggregator.
• Query platform databases to reconstruct transaction histories and produce operational reports and extracts.
• Analyse application and system logs across servers and Kubernetes workloads, including events recorded across different time zones.
• Respond to monitoring alarms covering transaction success rates, storage utilisation, cluster health, and node health.
• Troubleshoot bank and partner integrations, including request/response analysis, certificates, HTTP/error codes, and fault isolation.
• Administer service-provider portal accounts, roles, permissions, and reporting entitlements.
• Produce incident reports, root-cause analyses (RCAs), runbooks, and known-issue documentation.
• Validate fixes and configuration changes in test environments before production deployment.
• Participate in the L2 on-call support rotation
Job Skills and Qualifications:
• 4+ years of application or production support experience with substantial hands-on database and Linux work.
• Strong SQL skills, including multi-table joins, aggregation, indexed time-window queries, and awareness of query impact on high-volume databases.
• Ability to trace individual transactions across multiple components and identify the failing point through log analysis.
• Kubernetes operational knowledge — pods, deployments, logs, events, restart loops, and resource constraints.
• Experience troubleshooting REST/SOAP integrations, HTTP status codes, APIs, certificates, and request/response flows.
• Understanding of transaction reversal and reconciliation processes.
• Ability to distinguish genuine ledger discrepancies from expected fees or timing differences.
• Strong production discipline: read-only by default, controlled changes, prior approval, and rollback planning.
• Strong documentation skills covering RCAs, runbooks, incident reports, and known issues.
• Experience with mobile money or payment platforms such as Huawei, Comviva, Ericsson, Fundamo, or similar.
• Python or shell scripting skills for reporting and bulk verification.
• Experience producing SQL-based operational/business reports.
• Exposure to USSD, SMPP, or SMS infrastructure.
• Experience using version control for operational scripts and documentation.
• Bachelor’s degree in Computer Science, Engineering, IT, or a related field. Equivalent practical experience will also be considered.