Team Lead, Application & E-Channel Support

About the role

The Team Lead leads 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 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.

Key responsibilities

• Manage the application support team, including work allocation, performance management, capability development and resolution of application incidents, service requests and problems.
• Provide operational leadership for application enhancements, testing, releases and deployments, ensuring changes are documented, assessed, tested and implemented without affecting production.
• Drive continuous improvement of application support processes, service quality, team capability, user experience and operational efficiency.
• Provide technical support and troubleshooting at country level for key software applications, including core banking and integration systems.
• Support planning of support activities to optimise performance, security and reliability; resolve incidents within MTTR targets and assist with system upgrades.
• Implement standard improvements, monitor application performance, support security efforts and contribute to existing support frameworks.

Required profile

• First degree in Information Technology, Computer Science, Computer Engineering, Software Engineering or a related discipline.
• 7-9 years of 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 of experience supporting enterprise applications, web applications, APIs, databases and integrations, including ownership of critical production services.
• 4-6 years of experience managing incident, problem, change, service request, SLA monitoring, service reporting and continuous improvement.

Required skills

• ITIL, Microsoft, Oracle, SQL, application/vendor-specific or other recognised technology certifications are an advantage.
• Incident management, root cause analysis, release planning and deployment, testing (unit, regression, integration).
• Database administration, network security monitoring, project management and stakeholder management.