About the role
Company Description
Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
Job Description
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.
Qualifications
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.
Additional Information
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
