Head of Technology Support & Operations at Opay Nigeria

Role Summary

The Head of Technology Support leads the function responsible for operational support of the company\'s Engineering, Infrastructure, and Product environments. The role ensures the reliability, availability, and performance of production systems and platforms, working closely with technology and product leadership to deliver a proactive, metrics-driven support capability. This role is distinct from Internal IT, which is managed separately.

Key Responsibilities

• Lead and manage the technology support teams providing 24/7 operational support for Engineering, Infrastructure, and Product teams, ensuring high availability and rapid resolution of production issues.
• Oversee daily operations of the production technology environment, including application services, core payment systems, networks, cloud infrastructure, and supporting platforms.
• Develop and implement frameworks for incident management, problem management, and root cause analysis, driving continuous improvement in system reliability and performance.
• Establish and enforce operational policies, runbooks, escalation procedures, and service standards aligned with security, regulatory, and compliance requirements.
• Partner with Engineering, Infrastructure, and Product leadership to understand support requirements for new releases and deliver scalable, proactive support models.
• Define, monitor, and report on SLAs and key operational metrics, including system uptime, incident response and resolution times, change success rates, and mean time to recovery (MTTR).
• Manage vendor and partner relationships for monitoring tools, infrastructure services, and third-party technical support, including contract and SLA oversight.
• Lead operational initiatives around observability, automation, capacity planning, and system upgrades to reduce incidents and improve platform resilience.

Requirements & Qualifications

• Proven experience in a fintech or financial services environment, with strong understanding of payment systems, transaction processing, and the operational demands of high-volume financial platforms.
• Demonstrated team leadership capability, with a track record of building, developing, and managing high-performing technical support or operations teams.
• Established relationships across the Nigerian technology and financial services ecosystem, including banks, switches, processors, regulators, and technology partners, with the ability to leverage these networks for issue resolution and collaboration.
• Strong grasp of incident and problem management practices (e.g., ITIL or equivalent), with hands-on experience managing major incidents in production environments.
• Solid technical foundation across cloud infrastructure, networks, databases, and application support.
• Excellent communication and stakeholder management skills, with the ability to engage effectively from engineering teams up to executive leadership.