Steven Tichagwa

Fintech operations professional with 10+ years driving merchant success, payment integrations, and escalation management. Proven track record at a leading African payments platform — resolving complex issues, improving onboarding, and partnering cross-functionally to boost retention and platform reliability.

Technical Integrations & Support Engineer - Ozow - Johannesburg

(2021-04)

Leading South African payments platform

• Led first-line escalation for merchant payment, integration, and transaction-processing issues — maintaining SLA adherence and regulatory compliance
• Investigated KYC and onboarding friction points in partnership with compliance and product teams, reducing merchant drop-off and time-to-live
• Authored incident and root cause reports for major outages, translating findings into preventative controls and continuous product improvements

Virtual Technical Support Associate - Amazon Inc - Remote

(2020-03 - 2021-03)

• Delivered high-volume customer support in a global environment, maintaining strict quality, compliance, and performance standards
• Applied structured troubleshooting frameworks to resolve complex customer issues with accuracy and speed under pressure
• Sustained consistent adherence to operational procedures, quality metrics, and SLA targets across all customer interactions

IT Business Connectivity - Titc SA - Johannesburg

(2019-01 - 2019-12)

• Led installation teams delivering business fibre connectivity, managing project scope, resourcing, timelines, and service-standard compliance
• Conducted site surveys and coordinated cross-functional teams to ensure on-time, on-spec delivery of connectivity solutions
• Drove operational planning and stakeholder communication to minimise project risk and maintain client satisfaction

IT Technical Team Leader - Titc SA - Johannesburg

(2017-04 - 2018-12)

• Managed help desk operations and SLA enforcement as escalation lead across business, FTTH, VoIP, and maintenance teams

IT Support Technician Specialist - Mind Interactive - Johannesburg, South Africa

(2014-08 - 2015-12)

• Managed IT systems, web hosting, and connectivity for corporate clients, ensuring reliable service delivery and policy compliance

IT Support Specialist - Tshwane University of Technology - Pretoria, South Africa

(2011-01 - 2014-06)

• Resolved high volumes of hardware, software, and network issues via ticketing systems while maintaining internal and third-party SLA compliance

Higher National Diploma - Information Technology - Tshwane University of Technology (2011 - 2014)

Project Management - Unisa Business School (2021)