Application Support Manager (Mt3)- Information Technology: Enterprise Services Platform
Capricorn Group Limited - windhoek, namibia
21 hours ago
Application Support Manager (MT3)- Information Technology: Enterprise Services Platform
Listing reference: capgh_000285
Listing status: Online
Apply by: 22 January 2025
Position summary
Introduction
The Application Support Manager (ASM) will lead the application support analyst and application administrator team members in an agile manner. This position is responsible for leading and overseeing all aspects of application support and testing in the IT Platform. The ASM acts as a technical subject matter expert throughout the lifecycle of all assigned applications in the platform. The ASM will build and foster strong relations with agile development teams and 3rd Party vendors to continually improve, support, communicate and align between development and operational team members. Using metrics, KPIs and observation, identify trends, anticipate problems, perform root cause analyses, and work across IT disciplines to implement preventative measures to ensure IT Service Level Agreement (SLA) targets are met and maintained. The ASM together with his/her team will prioritize and fix non-development related configurations and administrative issues across the entire application ecosystem for the IT platform, ensuring operational excellence and excellent customer service. The ASM will work closely with the Platform Product Owners and Scrum Masters and contribute towards the product backlog focusing on spikes, production support (bug fixes, enhancements, configurations, updates, etc.) and technical refactoring. The ASM has a significant role in test and implementation quality control and is the only team member empowered to accept test cases and deployment guides as done and ready for Change Control. This is a Capricorn Group role with CIG entity responsibility.
Job description
KEY PERFORMANCE AREAS (KPAs)
The Application Support Manager duties includes the following:
o Manages the timely resolution of day-to-day technical issues.
o Manage Application Support queue by triaging, prioritizing, and assigning incoming tickets, and driving them to closure in a timely accurate manner within IT SLA.
o Acting as a hierarchal point of escalation and co-ordinate response to critical issues raised in the platform.
o Serve as key point of contact for all matters related to Application Support and Testing in the platform, including implementation, strategy, and initiatives to deliver consistent high-quality service.
o Proactively look for ways to improve uptime, alerting, and efficiencies of systems.
o Proactively manage communications pertaining to application support, operations, changes, outages, and issues in a timely and professional manner.
o Monitor, manage and analyze daily workload for opportunities. Identifying trends and deliver on strategies to reduce overall ticket volumes.
o Represent the platform at Change Control and make sure change requests are logged on time, all relevant documents are attached, and all stakeholders approve the change request.
o Coordinate major incidents by validating, troubleshooting, contacting technical teams, and sending out communication.
o Facilitate the root cause analysis (RCA) process to identify issues and communicate appropriately to internal or external stakeholders.
o Minimize repeat incidents. - Repeat incidents are defined as, incidents that primarily occur due to a previously identified failed control, process, configuration and/or technology.
o Ensure that incidents are captured on ManageEngine (ME) in accordance with the Capricorn Group IT Service Management Policy.
o Identify and mitigate risks to the availability of applications and proactively address and resolve issues before they impact service levels.
o Provides KPI's, Metrics, Benchmarks and trend analysis reporting to Management / Leadership daily, weekly, monthly and as needed.
o Partners with management / leadership in developing the IT Service Management maturity and roadmap; Incident Management, Change, Configuration, Problem and Knowledge Management as related to Application Support.
o Ensure that all systems are regularly updated, and software patches installed.
o Support and maintain internal platform applications by becoming technically familiar with those being utilized.
o Maintain application configuration including user security
o Apply a DevOps mindset that guides behavior and decision making
o Participate and contribute in agile team ceremonies (Daily Standup, Iteration Planning, Iteration Review, PI Planning, etc.)
o Collaborate with agile development teams by presenting recommendations for improvement based on insight gained through on-going involvement and support efforts.
o Consult directly with users to assess their needs and then create and implement a strategy to improve either the business or application in collaboration with the Product Owner.
o Participate in resource management meetings to identify resource-requirements and to ensure optimal productivity levels delivered by all technical resources.
o Creates and maintains technical troubleshooting help articles.
o Maintain knowledge of current and emerging technologies that directly affect platform applications.
o Ensure that the application administrators are well equipped and capable to do automated deployments between various environments (DEV, UAT, Training and PROD) via AzureDevOps.
o Create knowledge base documentation for End User Support (EUS).
o Interpret, author and update technical and user documentation as needed.
o Ensures and drives an engaged culture.
Minimum requirements
Experience/Knowledge & Skills
- Experience in mission critical service delivery. Understands the urgency and importance of systems up-time in a rapidly growing environment.
- Capability to create and manage service level agreements with internal and external customers.
- Prior business application technical support experience preferred.
- Experience leading and/or working on project teams.
- Proven experience supporting mission critical IT applications.
- Knowledge in the following areas required:
o Windows desktop and server operating systems
o SQL and programming languages
o AzureDevOps
- Strong communication and technical skills with the ability to quickly grasp technical issues/concepts.
- Dissect high-level information into details and is able to communicate details in a manner understood by relevant audiences.
- Should have good functional knowledge of Banking (Retail, Investment, Regulatory, Compliance, Corporate and Commercial).
- Fast learner; able to learn new software solutions, business processes and design techniques quickly and efficiently in order to support and maintain the applications
- Ability to make critical judgement decisions and solid organization skills.
- Excellent written and verbal communication skills, including the ability to understand, work with, and shape the vision of customers and stakeholders.
- 5 years banking experience.
- 4 years of progressive experience with large scale application stack support.
QUALIFICATIONS
- Degree in Computer Science, Information Systems, Software Engineering or equivalent.
- SAFe Scrum Master and SAFE DevOps certification will be an added advantage.
- Applicable knowledge of the regulations and technologies used within the Platform (AML, KYC, SWIFT, Sanction Screening, BOPCUS, HR, etc.) will be an added advantage
- Any IT Service Management related certification will be an added advantage.