Job Description

Job Purpose

Blue Label Telecoms is looking for a technically savvy and service-oriented

Support Analyst - API Channel Integrations

to join our Technology team. In this role, you'll play a critical part in supporting API integrations that drive seamless communication between systems, partners, and platforms. Your work will ensure reliability, performance, and outstanding customer satisfaction across our integration ecosystem.

Key Responsibilities

API Incident Management:

Monitor API services, troubleshoot issues, perform root cause analysis, and ensure timely resolution and documentation.

Customer Integration Support:

Guide clients during API onboarding, configuration, and issue resolution - especially across Azure-hosted and WSO2 API environments.

Documentation & Knowledge Sharing:

Maintain up-to-date technical documentation and troubleshooting guides for internal and external use.

Vendor & Partner Collaboration:

Act as a technical liaison for integration partners and internal teams to streamline issue resolution and new feature rollouts.

Continuous Improvement:

Identify recurring issues, improve monitoring and alerting, and support QA of API updates.

Self-Management & Teamwork:

Demonstrate accountability, planning, collaboration, and the ability to thrive in a fast-paced IT environment.

Competencies

Customer-focused mindset with excellent troubleshooting abilities Strong technical understanding of APIs and cloud platforms Excellent written and verbal communication skills Ability to work well independently and collaboratively Passion for learning and continuous improvement High attention to detail and ability to manage multiple priorities Strong problem-solving skills and communication abilities

Education

Matric - Essential Bachelor's degree in Information Technology, Computer Science, or related field

Experience

1-3 years' experience in IT support, technical troubleshooting, or API development Experience in cloud environments (Azure, AWS, Google Cloud) and API management platforms (e.g., WSO2) Proficiency with RESTful APIs and tools such as Postman and Swagger * Familiarity with automation tools like JMeter is advantageous.