Job Opportunities at Fincra

Role Overview

• We are seeking a detail-oriented and proactive IT Support Analyst to join our team. In this role, you will be responsible for providing technical support to employees, maintaining IT systems, and ensuring the smooth operation of technology within the organization. The ideal candidate will have excellent problem-solving skills, strong technical expertise, and the ability to deliver exceptional customer service.

What you will be doing everyday

• Technical Support: Provide first-line support to end-users, resolving hardware, software, and network-related issues efficiently.
• Incident Management: Log, prioritize, and resolve IT support tickets, ensuring timely updates to users and proper escalation when necessary.
• System Maintenance: Assist in the maintenance, monitoring, and troubleshooting of IT systems, including servers, networks, and applications.
• Software Deployment: Install, configure, and update software applications and operating systems on user devices.
• User Training: Assist in training employees on the use of IT systems and best practices for cybersecurity.
• Documentation: Maintain accurate records of IT issues, resolutions, and system configurations.
• Collaboration: Work closely with other IT team members to implement technology solutions and ensure seamless system integration.
• Compliance: Ensure adherence to IT policies and procedures, including data protection and security standards.

Minimum Requirements

• Minimum of 3 years experience in an IT support or helpdesk role.
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Ability to work independently and prioritize tasks effectively.

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Role Overview

• The overview of this role is to ensure real-time visibility into Fincra's platform and database operations, enabling proactive incident detection, faster resolution times, and a smoother experience for customers using our diverse financial products across multiple African markets.

What you will be doing everyday

Responsibility

• Application Performance Monitoring (APM)
• Real-time Platform Monitoring
• Database Operations Monitoring
• Incident Triage and Escalation
• Documentation and Reporting

Description of Responsibility

• Utilize APM tools to monitor API performance, identify bottlenecks, and track error rates across various services.
• Actively monitor Observability dashboards for anomalies in platform health, performance metrics, and customer interactions.
• Track key metrics on operational database dashboards (e.g., ClickHouse, Metabase) for performance bottlenecks, data integrity issues, and resource utilization.
• Perform basic troubleshooting steps for identified incidents, gathering relevant logs and data. Escalate issues to the appropriate team (SRE, engineering, treasury) based on initial assessment.
• Document incident details, troubleshooting steps, and communication logs. Create concise reports on observed trends and recurring issues

Required Outcome of Responsibility

• Gain a deep understanding of API performance and identify issues that could impact customers.
• Identify potential issues before they impact customers or escalate into major incidents.
• Detects and reports database-related incidents that could affect transaction processing, reporting, or other critical business functions.
• Minimize incident resolution times by ensuring swift and accurate escalation to the team best equipped to handle the issue.
• Contribute to a knowledge base of incident resolutions and help identify areas for platform or database optimization.

Required Competencies

Technical Skills:

• Basic understanding of cloud infrastructure and monitoring tools (Datadog or NewRelic experience a plus).
• Familiarity with Application Performance Monitoring (APM) concepts and tools.
• Familiarity with database concepts and ability to interpret key performance metrics.
• Exposure to Linux command-line interface and basic scripting.
• Aptitude for problem-solving and analytical thinking.
• Documentation and troubleshooting skills.

Behavioral Competencies:

• Strong attention to detail and ability to identify patterns in data.
• Excellent communication skills (written and verbal) for clear incident reporting and escalation.
• Proactive and eager to learn new technologies in a fast-paced environment.
• Collaborative team player with a willingness to assist others.

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Role Overview

• We are seeking a dynamic and detail-oriented individual to join our team as a Product Associate.
• In this role, you will collaborate with cross-functional teams, including product managers, designers, engineers, and marketing, to assist in the development and management of our products. You will be responsible for conducting market research, analyzing data, assisting in product planning, and supporting the overall product lifecycle. 
• The ideal candidate is passionate about technology, has strong analytical skills, and thrives in a fast-paced and collaborative environment.

What You’ll Be Expected To Do At Fincra

• Measure and track data and key product performance metrics
• Works closely with UX designer to make sure features will work optimally for our merchants.
• Collaborate with stakeholders to incorporate product requirements.
• Managing the entire product line life cycle from strategic planning to tactical activities.
• Specifying market requirements for current and future products by conducting market research supported by on-going visits to merchants.
• Developing and implementing a company-wide go-to-market plan, working with all departments to execute.
• Analyzing potential partner relationships for the product, Liaising with technology to determine product specifications.
• Carrying out independent consumer research to suggest new products to the Team Lead.
• Effectively apply methodology and enforces project standards.
• Minimizes our exposure and risk on project.
• Ensures project documents are complete, current, and stored appropriately.
• Define and understand the pricing model and billing procedures.
• Establish partnerships and relationships which are necessary for go to market plan and product development and management
• Holds regular status meetings with stakeholders and setting timelines for projects.
• Meets with merchants  to identify product requirements, Meets with merchants to clarify features and walk through product iterations in the course of development.

What We Look for In You

• Do whatever it takes to make your product and team successful, no matter how big or small the issue may be, whatever that means.
• Hunting down the root cause of a user’s frustration.
• Take an evidence-based and data-driven approach to making decisions.
• You are a clear and empathetic communicator both verbally and in your writing.
• Are motivated by the opportunity to improve the lives of our users.
• Have a deep and unrelenting customer focus.
• Are a creative product thinker who loves collaborating across the company with engineering, analytics, marketing, design and sales.
• Obsess about continuous product improvement and can optimize for shipping a portfolio of small, medium and large releases beyond just shipping new products

What you bring along

• Minimum of 4 years in product management in a Fintech or software development company.
• Experience with the development of payment platforms.
• Experience defining requirements for and contributing to the design of enterprise platform API’s.
• Experience with one or more of the common use cases for the Payouts, Collections and Agency Banking 
• Excellent written and spoken communications skills.
• Solid understanding of B2B business models and sales motions.
• Curiosity and an open mind.
• Humble attitude — we are here for the success of the team and the company.
• Empathy, transparency, and a good sense of ownership.