Jobs at Interswitch

About the Job

• To provide technical support, monitoring, and operational management for the CI-Hub infrastructure that powers real-time payments in Nigeria and across Africa.
• The role ensures system uptime, reliability, security, and performance of CI-Hub services, working closely with internal teams, partners, and clients to deliver seamless and secure payment connectivity.

Responsibilities
Operational Support & Monitoring:

• Monitor CI-Hub systems, applications, and integrations to ensure continuous availability, high performance, and security.
• Perform incident management, troubleshooting, and root cause analysis for technical issues.
• Escalate unresolved or complex incidents to senior engineers or the Lead, CI-Hub Operations.

System Administration & Maintenance:

• Execute routine system checks, preventive maintenance, and upgrades on CI-Hub infrastructure.
• Manage deployment of patches, configuration changes, and release updates.
• Maintain accurate documentation of system configurations, operational processes, and incident resolutions.
• Collaborate with engineering teams to diagnose and resolve critical issues.
• Analyse trends in customer support data to identify areas for improvement.

Integration & Technology Support:

• Support integration of APIs, middleware, microservices, and third-party services into CI-Hub.
• Collaborate with solution architects and developers to implement and test new features.
• Use monitoring tools and logs to optimise system performance and resolve bottlenecks.

Security & Compliance:

• Ensure all operations comply with security, data protection, and industry standards (e.g., PCI-DSS, NDPR, GDPR).
• Monitor and respond to security alerts, vulnerabilities, and risks within CI-Hub systems.
• Participate in disaster recovery and business continuity tests.

Stakeholder & Vendor Support:

• Provide second-level technical support to internal teams, customers, and partners.
• Work with vendors, OEMs, and service providers to resolve system issues or optimise performance.
• Support onboarding and integration of new clients into CI-Hub.

Continuous Improvement & Innovation:

• Identify opportunities for process automation and efficiency improvement.
• Participate in knowledge sharing and training sessions.
• Contribute feedback to improve monitoring tools, operational dashboards, and engineering processes.

System Maintenance and Optimisation:

• Perform weekly routine/health check maintenance and optimisation of existing Interswitch Real-Time Payment systems to ensure reliability and performance.
• Conduct regular assessments of system performance and recommend improvements.
• Apply system and application patch updates as required on server workloads.

Collaboration and Communication:

• Collaborate with Project Managers, Product Owners, Back-office Operations, and Quality Assurance (QA) Engineers to achieve Interswitch Systegra business goals.
• Communicate technical information effectively to both technical and non-technical stakeholders.

Continuous Improvement:

• Contribute to continuous improvement initiatives to enhance the efficiency and effectiveness of technical support and engineering processes.
• Facilitate continuous delivery practices to ensure code changes are automatically prepared for deployment to production.

Client and Customer Management (Internal):

• Perform post-implementation training and user knowledge sharing.

Education / Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline.
• 3–5 years of experience in IT operations, systems administration, or technical support.
• Experience in financial services, fintech, or telecom operations preferred.
• Certifications in ITIL, Cloud (AWS/Azure), Security, or Integration technologies are an added advantage.

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Job Summary

• To work on big data and data science projects that gather and integrate large volumes of data, perform analysis, interpret results and patterns and develop actionable insights and recommendations to inform decision making and enhance Interswitch’s products and platforms.
• To act as a strategic thought partner for cross-functional teams to both generate and evaluate the viability and impact of new data models and initiatives.

Responsibilities
Data Architecture:

• Consult and educate stakeholders on methods for streamlining and standardising data recording to ensure quality and accuracy.
• Build and maintain Interswitch’s data warehouse to support reporting, analysis, dimensional modelling, and data development for internal and external stakeholders.
• Empower key stakeholders to access reliable, clean business data by emphasising quality and best practices.
• Identify and implement improvements to Interswitch’s data pipeline, such as better documentation, anomaly detection, alerting, and instrumentation.

Performance Improvement through Business Intelligence:

• Support creation of machine learning algorithms by applying standard statistical analysis or data preparation methods.
• Analyse Interswitch’s payment processing funnels, identify areas of improvement, and brainstorm ways to enhance user experience, conversion, and profitability.

Data Collection and Analysis:

• Collate and analyse data using pre-set tools, methods, and formats.
• Work cross-functionally to convert business needs into data science solutions and innovative products aligned with Interswitch’s strategy.
• Perform deep-dive data science and analysis to understand product and platform performance, customer behaviours, and identify growth opportunities.

Benchmarking and Identifying Opportunities:

• Conduct industry benchmarking to identify improvement opportunities, data science, AI, and ML trends.
• Implement best practices to optimise revenue growth and brand preference.

Internal Communications:

• Help teams maximise internal communication systems by offering support and advice.
• Serve as an advocate for data-driven product design, sharing insights on what is working and what is not.
• Act as a mentor and coach to team members while fostering an environment of mutual respect and trust.

Information and Business Advice:

• Resolve complex queries from internal or external stakeholders by providing information on processes, policies, and analysis.
• Assist in building and prototyping analysis pipelines, including analytics algorithms, predictive models, acquisition and lifecycle analysis, customer segmentation, marketing attribution, and forecasting.
• Interface with business functions to share actionable insights from multiple data sources, guiding decision-making to improve products and platforms.

Education / Experience

• University First Degree in Computer Science, Information Technology, Statistics, Mathematics, Finance, or related fields.
• Minimum of 5 years in analytical roles, ideally within financial or fintech institutions.
• At least 3 years of experience in data science to enable independent handling of complex situations and guidance to others.

Skills:

• Data Collection, Analysis and Control: Analyse trends, acquire, organise, and process data to fulfil business objectives.
• Business Requirements Analysis: Translate business requirements into actionable data science solutions.
• Policy, Procedures and Compliance Management: Develop, monitor, and ensure alignment with organisational policies.
• Application Development: Develop software using programming languages as needed.
• Verbal and Written Communication: Express ideas and plans clearly, guiding others when required.
• Architecture: Design architectures meeting system and service requirements.
• Presentation Skills: Communicate information clearly, concisely, and compellingly.
• Planning and Organising: Prioritise and oversee activities efficiently.
• Review and Reporting: Create accurate and actionable reports.
• Data Mining and Machine Learning: Extract patterns from large datasets, provide technical guidance.
• Customer Service Delivery: Meet high customer service standards and guide others.
• Project Management: Manage projects within cost, time, and quality parameters.
• Workflow Management: Plan, organise, and execute work efficiently, using tools like Kanban boards.
• Business Data Modelling: Analyse, model, and report data flow for strategic decision-making.
• Metadata Management: Create and manage metadata systems for information accessibility.
• Database User Interfaces and Queries: Create and run queries across various database interfaces.

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About the Job

• To lead, manage, and optimise the technical support and operations for the centralised Infrastructure for Real-time Payment in Nigeria and across Africa, which serves as the backbone for connectivity, interoperability, and data exchange for real-time payments.
• To provide leadership and Operational Management capacity for the core infrastructure, supporting real-time payments as well as other supporting infrastructure, systems, and platforms that enable Systegra to deliver Real-time payment strategy and business objectives effectively.
• To provide leadership and mentoring to a team of implementation and technical support engineers, ensuring the efficient operation of managed services systems and platforms.
• Maintaining a high level of support for both internal teams and external clients for the CI-Hub operations team meeting the highest standards for performance, security, and compliance.

Responsibilities
Strategic Leadership & Governance:

• Define the vision, strategy, and operating model for CI-Hub to align with the organisation’s real-time payment transformation roadmap.
• Establish governance frameworks, service-level agreements (SLAs), and compliance standards for CI-Hub operations.
• Drive adoption of best practices, industry standards, and regulatory compliance across all integration services.
• Lead, mentor, and manage a team of engineers and technical professionals in Nigeria and other IOCs responsible for real-time payment operations.
• Foster a collaborative and innovative team environment.
• Oversee recruitment, training, and development of team members.

Operational Management:

• Oversee daily operations of CI-Hub, ensuring uptime, reliability, and security of all connected systems.
• Develop and implement processes for monitoring, incident management, change management, and problem resolution.
• Ensure scalability and performance of the platform and infrastructure to support growing business and transaction volumes.
• Manage vendor relationships, third-party APIs, and system integrators supporting CI-Hub.

Technology & Innovation:

• Lead the design, deployment, and continuous improvement of integration solutions (APIs, middleware, microservices, messaging queues, data pipelines, etc.).
• Champion automation, AI/ML, and analytics-driven enhancements to improve hub efficiency.
• Evaluate and integrate emerging technologies to strengthen interoperability, resilience, and performance.

Stakeholder Engagement:

• Act as the primary liaison between business units, technology teams, and external partners leveraging the hub.
• Ensure alignment of hub capabilities with business needs, product launches, and client integrations.
• Provide transparency through performance dashboards, operational reports, and stakeholder reviews.

Technical Support and Escalation Management:

• Supervise CI-Hub operations technical team to ensure timely and effective resolution of technical issues.
• Lead development and implementation of standard processes to ensure best practices in customer support.
• Analyse trends in customer support data to identify areas for improvement.

Technology Infrastructure and Service Management:

• Stay updated on trends and technologies in real-time payments within the financial services industry.
• Participate in planning and implementation of new technology initiatives across core functions.
• Monitor performance of technical infrastructure and services, addressing potential issues using monitoring tools.
• Ensure compliance with relevant security standards and regulatory requirements.
• Manage relationships with OEMs, service providers, and internal/external customers.

System Maintenance and Optimisation:

• Manage maintenance and optimisation of CI-Hub and other real-time payment infrastructures within Interswitch, IOC, and customer sites.
• Identify and resolve system bottlenecks or inefficiencies in Systegra’s real-time payment technology infrastructure.
• Conduct regular assessments of system performance and recommend improvements.

Collaboration and Stakeholder Management:

• Collaborate with departments such as EFT Engineers, Core Tech, Project Management, Product Development, Back-office Operations, and QA to achieve Systegra's objectives.
• Communicate technical information effectively to both technical and non-technical stakeholders.
• Work with product management teams to incorporate new features into software solutions, ensuring alignment between product development and engineering.

Innovation and Continuous Improvement:

• Foster a culture of innovation within the real-time payment operations team.
• Lead initiatives to continuously improve real-time payment systems and processes.

Risk Management:

• Identify potential risks in technology infrastructure and implement mitigation measures.
• Establish and maintain disaster recovery plans to ensure business continuity.
• Ensure compliance with data protection, cybersecurity, and industry regulations (e.g., PCI-DSS, GDPR, NDPR).

Vendor Management:

• Manage relationships with external vendors and partners to ensure procurement of high-quality technical products and services.
• Evaluate and select appropriate vendors for technical support tools and services.

Continuous Improvement:

• Implement initiatives to enhance efficiency and effectiveness of technical support and engineering processes.

Team Leadership and Management:

• Develop and implement effective teamwork and performance management measures.
• Motivate and mentor team members, fostering a culture of continuous learning and improvement.
• Delegate tasks effectively and ensure efficient resolution of customer issues.
• Manage team budgets and resources.

Education / Experience

• Bachelor’s degree in Computer Science, IT, Engineering, or related field.
• Professional certifications in IT Service Management, Integration, Cloud, or Security (e.g., ITIL, TOGAF, PMP, AWS/Azure, CISSP) are a plus.
• 7–10 years of Enterprise Engineering/Technical Support experience, preferably in Financial Services, FinTech, Telecommunications, or Service Provider companies.
• Proven track record in financial services, fintech, payments, or telecoms industry preferred.
• Experience with APIs, middleware, cloud-native architecture, data integration, and regulatory compliance.