UP Exchange Operations Officer

Job Objectives

• To provide advanced technical and operational support for UP Exchange payment platforms, integrations, and services, ensuring the reliability, availability, and efficient operation of payment solutions.
• The role is responsible for leading complex technical investigations, supporting client and financial institution integrations, coordinating incident resolution, and providing technical guidance to analysts while collaborating with development, infrastructure, product, and operations teams.

Duties & Responsibilities
Technical Integration & Onboarding:

• Lead technical integration and onboarding of clients and financial institutions onto UP Exchange platforms.
• Provide technical guidance and ensure successful transition to production.

API & Transaction Support:

• Configure, test, and troubleshoot APIs and payment integrations.
• Monitor and investigate failed, pending, reversed, and unsuccessful transactions.

Database & Application Support:

• Use SQL/PostgreSQL to analyse transaction data and resolve discrepancies.
• Troubleshoot applications and infrastructure using logs, Linux tools, Docker, Nginx, and related technologies.

Incident & Problem Management:

• Take ownership of complex technical incidents and coordinate resolution within agreed SLAs.
• Conduct root-cause analysis and recommend permanent solutions for recurring issues.

Testing & Deployment:

• Conduct UAT, integration, regression, and technical testing for new services and APIs.
• Support production deployments, configuration changes, and post-deployment verification.

Stakeholder Management:

• Act as a technical point of contact for clients, financial institutions, vendors, and internal teams.
• Coordinate with Development, Infrastructure, Product, and Operations teams to resolve issues.

Service Improvement:

• Identify opportunities to improve system reliability, performance, and operational efficiency.
• Develop and maintain technical documentation, SOPs, and troubleshooting guides.

Team Support & Mentoring:

• Provide technical guidance and support to junior analysts.
• Review escalated issues and promote adherence to technical and operational standards

JobRequirements

• Education: B.Sc. in Computer Science, Information Technology, Computer Engineering, Engineering, or a related field.

Experience:

• Minimum of 5 years' experience in technical support, payment technology, digital banking, application support, or a related technology environment.
• Hands-on experience supporting APIs, payment integrations, databases, and Linux-based applications.
• Experience troubleshooting production applications and resolving complex technical incidents.

Others

• Strong knowledge of REST APIs, JSON, HTTP/HTTPS, authentication mechanisms, and API testing tools such as Postman.
• Proficiency in SQL/PostgreSQL and experience analysing transaction data.
• Good understanding of Linux environments, system services, networking concepts, ports, and application logs.
• Working knowledge of Docker, Nginx, SSH/PuTTY, and application deployment processes.
• Strong understanding of payment transaction flows and digital payment environments.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Excellent communication and stakeholder management skills.
• Ability to work effectively under pressure and manage multiple technical incidents simultaneously.
• Strong documentation, reporting, and problem-solving skills.
• Ability to mentor junior team members and provide technical guidance.