The Company
Electrum is a next-generation payment software technology company.
Since 2012, we've delivered trusted, enterprise-grade, cloud-native software to optimise financial transaction processing. Our deep expertise has established us as a respected partner in high-volume, low-value payment schemes, enabling clients to deliver services to millions of South Africans daily.
At Electrum, we are grounded in impact – designing solutions that matter, acting with urgency, and continuously learning as we scale. We believe in creating together – working side by side with our clients and teams to build meaningful, lasting solutions. We prioritise making it safe – encouraging open communication, smart risk-taking, and trust so that creativity and alignment thrive. And we back empowered strong teams – hiring brilliant people, collaborating hard, and holding each other to high standards while leading with empathy and kindness.
When you join the Electrum team, you’ll get to:
- Be part of the entire journey — from the spark of an idea to the final product launch.
- Grow your skills through world-class training and hands-on learning every day.
- Receive mentorship and guidance from industry leaders who are invested in your success.
- Work in a dynamic, innovative workplace where collaboration and creativity thrive.
- Tackle real-world customer challenges and see the impact of your work firsthand.
- Explore plenty of opportunities to grow your career and expand your expertise.
- Gain valuable experience in a leading FinTech environment, contributing to meaningful, high-impact projects.
The Opportunity
The Problem Analyst at Electrum is the primary driver of FinTech Stability, focusing on proactive systemic prevention rather than reactive incident response. This high-visibility role drives stability and cost-efficiency by eliminating recurring incidents and freeing up engineering resources. The role offers career growth, autonomy, massive user impact, and allows the candidate to shape the Vision of the platform using data-driven insights, aligning with Electrum's culture of impact, autonomy, and learning, and intersecting with Support, Engineering, and Change Enablement.
The role
The Problem Analyst at Electrum is our lead "technical detective". You will look beyond the daily noise of individual tickets to identify the root causes of service disruptions. Your goal is to move our support function from reactive to proactive, ensuring the Electrum platform remains stable, reliable, and continuously improving. By eliminating recurring issues, you directly enhance both the employee experience and the value we deliver to our clients.
Requirements
Key Responsibilities will include:
- Trend & Pattern Recognition: Interrogate incident data to proactively identify silent failures and persistent issues before they escalate.
- Advanced Root Cause Analysis (RCA): Facilitate structured investigations using techniques like "5 Whys" and Ishikawa, translating technical findings into clear stakeholder reports.
- Proactive Problem Management: Collaborate with Engineering, Release, Change Enablement, and Product to identify risks, suggest improvements, and prevent future incidents.
- Knowledge & Workaround Governance: Own the Known Error Database (KEDB), ensuring workarounds are accurate, safe, and easily accessible for faster resolution by Product Support.
- Strategic Stakeholder Liaison: Bridge Product Support, Engineering, and Change Enablement, advocating for "Problem" ticket prioritisation to ensure long-term system health.
Educational qualifications:
- A completed National Diploma or University Degree in Information Technology, Computer Science, or a related technical field.
- ITIL 4 Foundation (Required); ITIL 5 Foundation Bridge or ITIL Practice Manager (Monitor, Support & Fulfil) is highly advantageous.
Experience:
- 3–5 years in a technical support or service management role, with a proven track record of reducing incident volumes through structured problem-solving.
Increase your odds by having:
- Proficiency in ITSM platforms (Jira Service Management or Zendesk).
- Experience with data visualisation tools (e.g. Tableau, Looker Studio or PowerBI) for trend reporting is a plus.
- Exceptional analytical thinking and the ability to maintain a calm, methodical approach during high-pressure major incidents.
- You will apply professional frameworks to solve complex, non-routine problems without constant supervision.
Benefits
Why Join Electrum?
- We believe in a People First approach, ensuring a culture where you can thrive and make a real difference
Your Career & Culture
- Career Growth: Delivering world-class financial software is challenging, but your effort will earn you hands-on experience with products used by millions, accelerating your career.
- Strong Teams: We keep teams small, focused, and collaborative to maximize impact.
- Transparency: We openly discuss strategy, finances, and salaries. Mistakes are viewed as learning opportunities that we actively discuss.
- Autonomy: We trust you. You're expected to seek out the data needed for informed decisions and manage your own time—knowing when to focus and when to recharge.
- Shared Vision: You'll have the power to shape the vision of how we build the future of financial services.
Practical Perks
- Here's how we support our culture:
- Flexible Work: Office-first environment with flexible hours.
- Generous Leave: Starting at 20 days per year.
- Office Perks (Cape Town): Fully-stocked kitchen and daily catered lunch.
- Social Life: Regular team activities like hikes, getaways, and dinners
