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Senior Channels Support Specialist

Palmpay Limited

Job Location:

Lagos - Nigeria

Monthly Salary: Not provided by the employer

Posted: 3 June 2026 (30+ days ago)

Application Deadline: 31 August 2026

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Job Description (JD) Senior Channel Support Specialist
Job Title: Senior Channels Support Specialist
Summary about the Role and Purpose
The role is for Senior Channel Support Specialist who is passionate about our mission
of driving financial inclusion in Africa. The ideal candidate will play an essential role
in ensuring that payments made by PalmPay customers or businesses are processed
correctly and in good time. The ideal role holder will also be tasked with resolving
any issues that arise with these transactions processing and availability of the payment
channels as need arises. To ensure the smooth operation monitoring and support of
all digital payment channels (e.g. Payin Payout funds transfers POS USSD Mobile
Wallet Card Agency Banking etc.). The role involves real-time monitoring issue
escalation incident management performance analysis and proactive communication
with internal component teams and external partners to guarantee service availability
stability transaction success and customer satisfaction.
Job Responsibilities:

Responsible for the availability stability reliability and operation of paymentsystems by monitoring supporting and optimising production systems andservices
Independently provide Level two (2) support for digital payment issue.
Provide technical support in identifying investigating and resolving paymentissues.
Proactive monitoring of processes and transactions across different paymentsleading to the identification of potential glitches.
Ensure payment channels have a stable connection with the payment serviceproviders and be available to provide quick responses to payment services andchannel-related issues escalated internally or by external partners.
Collaborate with the Product Management and Research & Development(R&D) teams to suggest/recommend new initiatives as well as optimisationsof the payment service and channels performance to ensure improvedcustomers experience.
Track issues and work with component teams for timely resolution ofdown times on any of the payment services and/or channels.
Analyse and interpret application logs and traces to identify failures andresolve the identified issues without breaching SLA.
Taking up technical engagement with switches partner banks aggregatorsand payment service providers.
Support UAT and deployment of new channel features or integrations.
Maintain a strong knowledge base and playbook for incident resolution
Prepare daily/weekly/monthly reports on channel performance costs and
incident logs.

Job Requirement:

A minimum of a Bachelors or Higher National Diploma (HND) degree inComputer Science Engineering or any related field or equivalent experienceis required.
At least four (4) years of related experience are required.
Strong understanding of digital payments ecosystem (cards wallets POSUSSD payin/payout) and technically skilled to manage and support of digitalpayment solutions.
Excellent understanding transaction process flow on different paymentsystems especially bills payment services value added services (VAS) fundstransfer systems POS and card payment systems.
Intermediate knowledge of ISO 8583 messaging.
Hands-on experience with payment services monitoring and incidentmanagement tools.
Strong communication with stakeholder and management skills.
Ability to work in a shifts model and 24/7 operations.
Effective use of database querying languages and tools to developqueries/reports and analyze business process data is an added advantage.
Advanced proficiency in problem-solving and analytical skills with attention