This is a high-impact opportunity for an experienced IT Application Support leader to take ownership of the stability, performance and continuous improvement of a core mobile wallet ecosystem that underpins millions of daily customer transactions. The position offers the chance to lead end-to-end production support, incident and problem management, and vendor coordination for a mission-critical platform, while building and developing a high-performing technical support team. This is an ideal move for a hands-on operational leader who wants genuine ownership, visibility with senior stakeholders and the opportunity to shape service excellence at scale.

Responsibilities

Manage day-to-day production support operations across application, middleware and integration layers.
Ensure platform availability, capacity and service level compliance against agreed operational targets.
Lead incident, problem and change management activities, acting as the escalation point for major incidents.
Perform structured root cause analysis for major and recurring incidents and drive corrective action plans to closure.
Plan and support releases, patches and upgrades in collaboration with delivery, architecture and vendor teams.
Coordinate with platform vendors, system integrators and internal teams to resolve defects and implement enhancements.
Ensure business continuity and disaster recovery readiness, including regular test execution.
Maintain accurate operational runbooks, support documentation and standard operating procedures.
Monitor application performance, transaction success rates and end-to-end transaction journeys.
Drive proactive issue detection through monitoring, alerting and trend analysis.
Ensure customer-impacting incidents are triaged, communicated and resolved within agreed timeframes.
Track, analyse and report on service quality indicators, identifying areas for continuous improvement.
Produce operational dashboards and monthly service reports for senior management and stakeholders.
Lead post-incident reviews and ensure lessons learned are embedded into operating procedures.
Participate in audit, risk and compliance activities relating to platform operations and controls.
Support vendor performance reviews and contractual service level governance.
Lead, coach and develop a team of application support engineers and analysts.
Build strong working relationships with architecture, delivery, network, risk, compliance and business stakeholders.
Represent the support function in change advisory boards and operational governance forums.

Experience and education

Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
ITIL Foundation certification preferred; ITIL Intermediate or Practitioner advantageous.
5 to 8 years of experience in Application Support, Production Support or IT Operations.
Minimum of 3 years supporting Mobile Money, Digital Wallet, Payments or FinTech platforms.
Demonstrated experience leading incident, problem and change management processes in a 24/7 production environment.
Experience managing vendors and third-party integrations within a telecom or financial services environment.
Prior people management experience leading technical support teams is an advantage.