Job Purpose Statement

The Application Support Manager is responsible for the 2nd Line Engineering Support of the Digital Banking Platform and other business systems to guarantee uptime, performance and scalability of the critical services offered to internal and external customers. The role involves hand-ons technical actions, strategic and people leadership with a focus on incident analysis & resolution; problem management;  proactive patching & maintenance, compliance actions; business continuity plans planning and execution and delivering continuous automations and improvements.

He/she will lead a team of support specialists and interface with platform monitoring engineers, solution architects, software developers, platform vendors, technology security engineers, database administrators, system administrators , product & projects teams.

Key Accountabilities (Duties and Responsibilities)

Leadership & Team Management (25%)

• Define team deliverables, undertake performance reviews & one on ones ,support career development goals and offer resources and guidance required to succeed.
• Drive culture of agile deliver, continuous improvements, ownership, customer excellence and Site Reliability Engineering principles.

Incidents & Problem Management (25%)

• Provide 2nd level support to ensure resolution of application incidents escalated to the support team and/or provide appropriate workarounds to ensure service response & restoration within the agreed Service Level Agreement.

Automation (20%)

• Deliver software engineering in operations by automation manual & repetitive support tasks to remove human toil, fastrack issues resolution and deliver reliability

Reliability & Process Improvements (10%)

• Define operations best practices, processes and procedures to ensure consistency across the team.

Compliance and Risk Management (20%) 

• Ensure IT platforms are compliant with set industry regulations, technology security and enterprise risk standards  by executing periodical patching and executing BCPs.

Job Specifications

Academic

• A Bachelor’s degree in Computer Science or related field.
• Masters Degree is an added advantage

Proffessional

• IT Certifications are desirable e.g ITIL, Private or Public Cloud Technologies(AWS/Azure/GCP/Openshift/HCS/CKAD).
• Project Management Certification in ITIL , Scrum or PRINCE2 will be an added advantage.

Work Experience

• At least 5 years working experience in a busy IT environment in an application management, or Software Engineering role having led successful IT/Operations Transformation initiatives.