Application Support Manager (MT3)- IT eChannel Platform
Listing reference:
capgh_000256
Listing status:
Online
Apply by:
9 September 2024
Position summary
Introduction
The Electronic Channels Application Support Manager will ensure the seamless operation and optimization of the bank's digital platforms, including online banking, mobile apps, cellphone banking, and websites. This role involves overseeing performance and reliability, managing and assisting technical support teams, coordinating with developers and IT platforms, and driving the implementation of enhancements and fixes. The manager will play a crucial role in incident management, problem resolution, and maintaining service level agreements (SLAs), ensuring customers experience uninterrupted and secure access to banking services.
Additionally, the Application Support Manager will collaborate closely with the Agile Teams on deployments, operations, and maintenance tasks. He will be responsible for effectively and efficiently managing the changes needed to deliver successful updates to the applications within the Capricorn Group of companies.
Job description
KEY PERFORMANCE AREAS (KPAs)
Ensure uptime across all digital platforms (online banking, mobile apps, cellphone banking, and websites).
Monitor and manage system performance metrics to identify and resolve potential issues before they impact users.
Regularly conduct performance testing and optimization to maintain efficient platform operations.
Maintaining different environments including development, staging and production
Lead the response to incidents, ensuring that they are resolved within the agreed SLAs.
Implement root cause analysis for recurring issues and drive initiatives to prevent future occurrences.
Ensure all changes and deployments are executed with minimal disruption to services.
Collaborate with the RTE to manage and prioritize the development and release of new features and fixes.
Monitor, and report on SLAs to ensure customer expectations are consistently met.
Lead and mentor the technical support team, ensuring they have the skills and tools needed to perform effectively.
Foster a collaborative and high-performance culture within the team.
Ensure all digital platforms comply with relevant security standards and regulations.
Propose and implement innovative solutions that enhance platform functionality and performance.
Minimum requirements
Experience/Knowledge & Skills
A minimum of 5 years' experience in application support, with a focus on senior-level responsibilities.
Demonstrated success in leading teams, particularly within a support or customer service environment.
Comprehensive knowledge of the banking industry, with a particular emphasis on online and mobile banking platforms.
Strong understanding of IT infrastructure, including networking, servers, and operating systems.
Technical expertise in Windows Server, SQL, Web servers, Kubernetes, and Microservices Architecture.
Proven ability to facilitate knowledge sharing through documentation, workshops, and coaching.
Exceptional analytical skills to diagnose root causes of issues and implement effective solutions.
QUALIFICATIONS
Bachelors Degree (or equivalent) in Computer Science / Information Technology or related discipline or suitable industry experience
Agile certification will be an advantage
