To lead the Application and E-Support function for Stanbic IBTC Insurance's core business applications and digital channels, ensuring the availability, stability, performance and effective operation of business-critical technology services.
The role manages the application support team and is accountable for effective work allocation, performance management, capability development and the effective resolution of application incidents, service requests and problems. The role works closely with business users, business/process analysts, software development teams, shared IT services and third-party vendors to restore services within agreed service levels and minimise business disruption.
The role is hands-on and also provides operational leadership for application enhancements, testing, releases and deployments, ensuring that changes are properly documented, assessed, tested and implemented without negatively impacting production. The role drives continuous improvement of application support processes, service quality, team capability, user experience and operational efficiency.
To provide technical support and troubleshooting, at a country level, for key software applications, including core banking and integration systems. Support the planning of support activities to help optimise performance, security, and reliability. Resolve incidents within MTTR targets, assist with system upgrades, and implement standard improvements. Monitor application performance, support security efforts, and contribute to existing support frameworks to ensure stability and efficiency.
- First Degree in Information Technology, Computer Science, Computer Engineering, Software Engineering or related discipline.
- ITIL, Microsoft, Oracle, SQL, application/vendor-specific or other recognised technology certifications are an advantage.
- 7-9 Proven experience in application support, application operations, incident management and troubleshooting, including at least 2 years leading or supervising a support team.
- 5-8 years experience in supporting enterprise applications, web applications, APIs, databases and integrations, including ownership of critical production services.
- 4-6 years experience in managing incident, problem, change, service request, SLA monitoring, service reporting and continuous improvement.
Behavioural Competencies:
- Adopting Practical Approaches
- Checking Things
- Developing Expertise
- Directing People
- Documenting Facts
- Exploring Possibilities
- Generating Ideas
- Managing Tasks
- Producing Output
- Taking Action
- Team Working
- Upholding Standards
Technical Competencies:
- Application Support
- Availability Management
- Business Analysis Environments and Perspectives
- Business Continuity and Disaster Recovery Planning
- Business Process Design
- Business Process Improvement
- Continuous Deployment
- Database Administration
- Development
- Emerging Technology Monitoring
- Network Security Monitoring
- Project Management (Project Mgmt)
- Quality Management
- Release Planning and Deployment
- Root Cause Analysis
- Stakeholder Management
- Testing (unit, regression, integration)
- Trouble Shooting