This is an exciting opportunity for a digital application support leader to take ownership of the availability, performance and lifecycle management of a next-generation mobile application ecosystem spanning Android, iOS and supporting digital channels. The position sits at the heart of the customer experience, partnering closely with engineering, architecture and product teams to protect and enhance the digital journeys that drive adoption of the platform. This is a great fit for someone who thrives on operational excellence, observability and delivering a seamless customer experience at scale.

Responsibilities

Manage production support for the mobile application across Android, iOS and associated backend services.
Continuously monitor application health, crash rates, latency and overall user experience indicators.
Support application deployments, app store releases and feature rollouts in coordination with engineering and product teams.
Ensure stability and consistency of customer experience across all digital channels, including app, USSD, web and API.
Lead troubleshooting and resolution of customer-impacting incidents across the application stack.
Coordinate root cause analysis and drive implementation of corrective and preventive actions.
Manage escalations to platform, cloud and third-party vendors, ensuring timely resolution within service targets.
Own the incident communication process to stakeholders during major service-impacting events.
Monitor APIs, middleware and mobile application performance against defined availability and latency targets.
Drive optimisation of customer journeys and transaction success rates across the app and digital channels.
Champion observability initiatives, including logging, tracing, alerting and dashboards, to enable proactive issue detection.
Support capacity planning and performance testing ahead of major releases or campaigns.
Maintain comprehensive, current support documentation, runbooks and knowledge base articles.
Participate in disaster recovery and business continuity test cycles for digital channels.
Produce operational and executive-level reports on application health, incidents and performance trends.
Support audit and compliance reviews relating to mobile application operations and data security.

Experience and education

Bachelor's degree in Computer Science, Engineering or Information Technology.
5 to 8 years of experience in Digital Application Support or Mobile Application Operations.
Minimum of 3 years supporting mobile apps, digital banking or fintech applications at scale.
Hands-on experience with Android, iOS and API-based ecosystems, including third-party SDK integrations.
Experience working in agile, DevOps-oriented delivery environments with frequent release cycles.
Experience managing vendor and cloud platform relationships supporting digital channels.