Job Opening ID 101 Title Tech Supp Manager Industry Operations Work Experience 5 Years City Lagos State / Province Lagos Zip / Postal Code 01234
AppZone is Africa’s leading provider of home-grown financial technology solutions. We expand the scope and competitiveness of financial institutions by delivering disruptive innovation on agile technology using best practices.
We recognize that our super-talented and highly motivated people are at the core of our unprecedented success so far. As such, we hire people with exceptional talents and abilities, then create an environment where you can become the best version of yourself and thrive both professionally and personally while delivering impact and having fun! Your contributions have the potential to impact millions of people across Africa as we work together to provide technology that empowers people with unlimited access to financial services.
Job Profile :
As a Technical Operations Manager, you are responsible for the technical support of the OpCo's banking application portfolio and products.
We are looking for a passionate and driven individual who can build, lead and develop this team, driving the culture of customer experience and root cause eradication in everything they do as this role is particularly suited to someone who enjoys handling multiple priorities at any given time, with the breadth of knowledge to drive technical improvements alongside the patience to undertake day to day support activities.
You will also ensure that the Application Support Team provides appropriate support, guidance and ownership to systems in the Group.
As the Technical Operations Manager, your job responsibilities include the following.
Manage our application portfolio to maintain our aggressive system uptime targets, whilst ensuring systems are upgraded, patched and maintained in a proactive and timely manner.
Deliver on agreed incident SLA's and ensure all the support issues are fully understood, managed and resolved.
Proactively target root cause to minimize the volume of issues and improve the customer experience of applications.
Work closely with internal IT development and Infrastructure teams to improve system performance, reliability and usability.
Manage 3rd party suppliers, chairing supplier reviews and continuous improvement programmes.
Manage the workload of the team to support BAU support processes whilst acting as SME's on important and strategic projects.
Identify opportunities to drive value and improve the performance of the existing and future software base.
Drive a collaborative culture in the team and across IT support teams
Work closely with other application support teams who manage the retail and ERP systems.
Develop and implement ITIL processes and procedures
Produce monthly Service Level Agreement reports
Ensure that all calls are logged in the service desk
Provide weekly operational reports to show performance against SLAs / KPIs, identifying trends and highlighting areas for problem management investigation on key business applications.
Collaborate with the wider IT team and suppliers on the review, development, and testing of new applications or changes to existing modules.
Be responsible for the operation of the IT Application support team ensuring that the team provide a service that adheres to customer SLAs.
Proactively plan and manager the update of application versions and upgrades
Adhere to and enhance an existing robust incident management procedure is in place including internal and external stakeholder communication.
Work closely with project delivery teams to ensure new projects meet the needs of the support teams as they move into BAU.
We would love to meet someone with :
A minimum of 4 years’ experience in DevOps.
A degree or equivalent is preferred, as well as proven experience in IT Application management
ITIL v3 practitioner.
Excellent verbal and written communication skills; including the ability to communicate technical information clearly to a non-technical audience.
Experience in working with high-value software contracts with vendors such as Financial Institutions etc.
Passionate about providing unparalleled levels of service and support for customers.
Experience in managing a complex asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.
Team Management and development experience.
The capability to analyze data and identify trends.
The ability to act as an interface between business and technology.
The ability to build relationships with key customers' staff, at all levels.
Have experience in database management - primarily MS SQL.
Good organizational skills with the ability to successfully coordinate and train staff.
Flexibility required to provide support outside of core business hours to assist in the resolution of major incidents and to support peak trading.
Physical Requirements : We currently run a hybrid work structure; some days are remote while others require you collaborate with colleagues at the office location.
For each situation, you may have :
Prolonged periods sitting at a desk and working on a computer. This role functions within the group and reports to the Chief Infrastructure & Information Officer
Location : Lagos, Nigeria
Grade Level : Manager