Latest Jobs at Pagatech Limited

About The Role

• The Operations Support Specialist is responsible for ensuring the smooth and efficient delivery of operational processes by monitoring transactions, resolving customer and system issues, supporting incident management, performing reconciliation, and coordinating with internal and external stakeholders to maintain service excellence and operational efficiency.

Primary Responsibilities
Transaction Monitoring and Support:

• Monitor daily transactions across all payment channels and services.
• Investigate and resolve failed, pending, and inconclusive transactions.
• Escalate critical incidents to the appropriate teams and vendors for resolution.
• Ensure prompt resolution of customer complaints and operational issues.

Incident Management:

• Log, track, and manage incidents in accordance with established SLAs.
• Coordinate incident resolution activities with technical teams and third-party service providers.
• Prepare incident reports, root cause analyses, and post-incident reviews.
• Maintain an incident register and ensure timely updates on open issues.

Reconciliation and Settlement:

• Perform daily reconciliation of transactions across payment channels.
• Identify and investigate reconciliation exceptions and discrepancies.
• Process manual reversals and ensure accurate settlement of transactions.
• Liaise with finance and partner institutions on settlement-related matters.

Customer and Merchant Support:

• Support customer service teams in resolving transaction disputes and complaints.
• Investigate erroneous transfers, fraud reports, and chargeback requests.
• Assist merchants with transaction and account-related issues.
• Ensure timely communication and updates to stakeholders on outstanding issues.

Process and Service Monitoring:

• Monitor service availability and system performance.
• Track service metrics and prepare operational performance reports.
• Identify process gaps and recommend improvements to enhance service delivery.
• Ensure compliance with operational procedures and service standards.

Documentation and Reporting:

• Prepare daily, weekly, and monthly operational reports.
• Maintain operational records, logs, and documentation.
• Generate SLA and KPI reports for management review.
• Document operational procedures and update process manuals as required.

Compliance and Risk Management:

• Adhere to internal policies, regulatory requirements, and operational procedures.
• Identify operational risks and recommend mitigation measures.
• Support fraud investigations and ensure appropriate controls are implemented.
• Ensure compliance with information security and data protection requirements.

Knowledge and Skill Requirements

• Bachelor’s Degree in Business Administration, Finance, Computer Science, Information Technology, Economics, or a related field.
• Relevant professional certifications in operations, service management, or project management will be an added advantage.
• ISO 20000 Service Management practices.
• ITIL Incident and Problem Management processes.
• Electronic payment systems, NIP transactions, and settlement processes.
• Jira, Service Desk, or ticket management systems.
• SQL and data analysis tools (an added advantage).
• Minimum of 2–4 years' experience in Operations Support, Transaction Operations, FinTech Operations, Banking Operations, or Customer Operations.
• Experience in transaction monitoring, reconciliation, incident management, and dispute resolution is highly desirable.

Key Competencies:

• Strong analytical and problem-solving skills.
• Knowledge of electronic payment systems and banking operations.
• Understanding of incident management and service management processes.
• Proficiency in Microsoft Excel and reporting tools.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and accuracy.
• Ability to multitask and work under pressure.
• Good knowledge of payment channels, reconciliation processes, and fraud management.

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About The Role

• As a Software Architect at Paga, you will be responsible for the technical ownership of entire products, platforms or services within the scope of Paga’s business. 
• You will be responsible for designing and delivering systems that meet all the “ities” expected of enterprise-grade, financial systems (scalability, extensibility, security, etc.).
• You will be responsible for the technical oversight of one or more teams of Software and Database Engineers, working with you to realize your product vision.

Primary Responsibilities

• Vision & Strategic Leadership – Help develop and grow the technical vision for the Paga business and engage meaningfully in the strategic development of the overall business. Engage directly in business strategic leadership when it relates to product and technical decision making.
• Broad-scoped Technical Ownership – Independently oversees all software concerns for some of the major platform areas or services. Own end-to-end responsibility for a large portion of the software system including design and implementation and including a strong knowledge of complementary engineering aspects such as data management, dev-ops and infrastructure. Own responsibility for key delivery criteria such as performance, reliability, cost, security and maintainability for large portions of the system
• Technical Leadership -- Oversees key architectural concerns such as security, scalability/performance, reliability, maintainability, and modularity. Applies a platform-wide perspective to decision making around these concerns, including infrastructural, deployment, delivery and other technically relevant concerns.
• Process Leadership -- Drive development and improvement of technical product development processes in collaborations with product development management. 
• Code Quality Review -- Provide broad-scoped yet in-depth code review for technically complex and high-impact code changes.
• Partner Engagement – Working effectively with industry/ecosystem partners to accomplish product goals.  

Knowledge and Skill Requirements

• A Degree in a related discipline 
• 10+ years of continuous experience working on enterprise software application development OR an advanced degree in a related discipline and at least 8 years of continuous experience working on enterprise software application development
• While we use an increasingly diverse software stack, the following technologies and skills are most heavily used and therefore important to have some experience in:
  • Java/J2EE and Spring and other Java frameworks
  • Kafka and other stream-processing platform
  • Micro-service architecture concepts
  • Vue.js and React front-end frameworks
  • Relational DB architecture and administration (MSSQL Server, PostgreSQL)
  • Kubernetes & Docker containerization frameworks
  • OLTP / Financial transaction processing concerns
  • Cloud deployment architecture and concerns (Azure, AWS)

To be an effective Software Architect at Paga you must:

• Be able to quickly grasp abstract concepts and translate them into appropriately abstract or detailed software design and implementation.
• Be comfortable taking ownership for broad and important areas of enterprise software implementation.
• Be a core business resource for both technical and non-technical decision making and triage and make themselves available to this effect.
• Possess mastery over all key aspects of the frameworks and tools within your scope and have strong business-knowledge in the business functional areas you support. Have multi-functional expertise across large areas of the platform/services.
• Be comfortable in making technical decisions based on the consideration of many potential futures in decision making without knowing exactly what the future is.
• Clearly understand and effectively weigh business trade-offs in decision-making.
• Be comfortable operating at both a high and deep-dive (low) levels of abstraction.
• Be able to multitask well and be comfortable juggling multiple product-development streams at once.
• Be comfortable with rapid change and be comfortable taking ownership to   deliver results in a high-pressure product development environment.
• Have a passion for quality and an ability and willingness to grow the ability of others in your team to meet those standards. Drive quality delivery across teams with which you work.