Ensure the stability, availability, and efficient operation of financial and non-financial applications and
systems by providing advanced technical support, resolving complex incidents, monitoring system
performance, and driving continuous improvement in operational reliability, service quality, and user
satisfaction.
- Providing L2 technical support to internal users and business teams to ensure timely resolution of complex technical issues across financial and non-financial applications.
- Managing incidents and escalated support tickets in accordance with agreed SLAs to minimize business disruption and maintain service quality.
- Conducting root cause analysis of production incidents to identify underlying issues and prevent recurrence.
- Monitoring system performance, application availability, and production health to ensure operational stability and proactively identify potential issues.
- Supporting application deployments, releases, and change management activities to ensure smooth implementation and minimize production risks.
- Developing and enhancing monitoring dashboards, alerts, and health checks to facilitate early detection of system failures and performance issues.
- Automating repetitive operational tasks using scripts and tools to improve efficiency, reduce manual effort, and minimize human error.
- Creating and maintaining technical documentation, troubleshooting guides, and operational procedures to standardize support practices and facilitate knowledge sharing.
- Coordinating with development teams, infrastructure teams, vendors, and business stakeholders to resolve technical issues and ensure effective communication and service delivery.
- Preparing operational reports and mentoring junior engineers to improve performance monitoring, support quality, and the team's technical capabilities.
- Bachelor’s degree in suitable discipline (Computer Engineering, Information Systems, Computer Science) or a related field
- 4–6 years of experience in Operations Support or Application Support role (L2), with proven ownership of incidents and problem resolution
- Experience supporting financial platforms (such as trading systems in a financial institution) or non-financial business applications
- Very strong research, analytical, investigation, troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to build constructive relationships with users and business teams, and to understand their expectations to deliver the required level of service
- Strong SQL and database skills (Oracle, MySQL and/or MSSQL), including querying, troubleshooting and performance checks
- Solid understanding of ELK (Elasticsearch, Kibana and Logstash) for log analysis
- Solid understanding of monitoring tools such as Prometheus and Grafana
- Solid understanding of network fundamentals (DNS, firewalls, FTP, HTTP/S, SMTP, SSH, TCP and Telnet)
- Scripting experience (e.g., Python, PowerShell, Bash) for automation
- Experience using REST APIs for interacting and integrating with various platforms, and reading and manipulating JSON and XML
- Solid understanding of SDLC concepts and experience in Agile methodology and CI/CD
- Knowledge of the financial services industry and related products (equities, fixed income, brokerage operations, and asset management)
- Experience building interactive dashboards and reports using Power BI or Tableau
- Hands-on experience with Microsoft Power Platform (Power Apps and Power Automate), including building workflows and troubleshooting, supporting and optimizing existing Power Automate flows
- Experience with version control systems such as (Git and Azure DevOps)
- ITIL 4 Foundation certification
Beltone Holding is a leading pan-African group headquartered in Egypt, with operations spanning eight countries across North and Sub-Saharan Africa. Empowering growth across every market it serves, Beltone offers a diversified and integrated platform of businesses including leasing and factoring, mortgage finance, consumer finance, MSMEs, microfinance, asset management, securities brokerage, investment banking, private equity, venture capital, data science and AI solutions, as well as HR consultancy, recruitment, talent management, and tailored learning and development programs. Through its digital-led platform, the group provides savings services, and mobile payment solutions, reinforcing its commitment to financial inclusion and sustainable growth across the African continent.
Skills Required
- Bachelor's degree in Computer Engineering, Information Systems, Computer Science, or a related field
- 4-6 years of experience in L2 Operations Support or Application Support
- Experience owning incidents and problem resolution
- Experience supporting financial platforms or non-financial business applications
- Strong research, analytical, investigation, troubleshooting, and problem-solving skills
- Excellent written and verbal communication skills
- Ability to build relationships with users and business teams and understand service expectations
- Strong SQL and database skills, including Oracle, MySQL, and/or Microsoft SQL Server
- Experience with Elasticsearch, Kibana, and Logstash for log analysis
- Experience with Prometheus and Grafana monitoring tools
- Understanding of network fundamentals including DNS, firewalls, FTP, HTTP/S, SMTP, SSH, TCP, and Telnet
- Scripting experience with Python, PowerShell, or Bash
- Experience using REST APIs and manipulating JSON and XML
- Understanding of SDLC concepts and experience with Agile methodology and CI/CD
- Knowledge of financial services products, including equities, fixed income, brokerage operations, and asset management
- Experience building interactive dashboards and reports using Power BI or Tableau
- Hands-on experience with Microsoft Power Platform, Power Apps, and Power Automate
- Experience building, troubleshooting, supporting, and optimizing Power Automate workflows
- Experience with Git and Azure DevOps
- ITIL 4 Foundation certification
What We Do
Beltone Holding is an Egypt-headquartered pan-African financial group operating across eight countries in North and Sub-Saharan Africa. It offers an integrated range of services spanning leasing and factoring, mortgage and consumer finance, microfinance, asset management, brokerage, investment banking, private equity and venture capital. The group also provides data science and AI, HR consulting and talent services, plus digital savings and mobile-payment solutions intended to advance financial inclusion and sustainable growth.
