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Team Lead, Application and E-Channel Support, Stanbic IBTC Insurance Limited
About this role
The role is for a Team Lead in Application and E-Channel Support within Stanbic IBTC Insurance Limited, part of Stanbic IBTC Bank. It focuses on guiding the application support function, ensuring availability, stability and performance of core business applications and digital channels. The role combines hands-on technical work with operational leadership for enhancements, testing, releases and deployments, while managing incident resolution and service delivery to minimise business disruption. It works with business users, development teams and third-party vendors to maintain agreed service levels and drive continual service improvement. The position requires experience in application support and leadership, with a background in enterprise applications, APIs and integrations, and a related degree.
What you would do
- Resolve incidents within MTTR targets and assist with system upgrades.
- Monitor application performance and contribute to security efforts.
- Lead application support activities including testing, releases and deployments, ensuring proper documentation and assessment.
- Drive continuous improvement of support processes, service quality and user experience.
- Provide country-level technical support and troubleshooting for core software applications.
- Plan and optimise support activities for performance, security and reliability.
- Manage the application support team, including work allocation, performance management and capability development.
- Collaborate with business users, analysts, development teams, IT services and vendors to restore services within SLAs.
- Lead the Application and E-Support function to ensure availability and stable operation of business-critical services.
- Ensure changes are implemented without negatively impacting production.
What they are asking for
- 7-9 years in application support, operations, incident management and troubleshooting.
- At least 2 years in leading or supervising a support team.
- 4-6 years in incident, problem, change, service request, SLA monitoring, reporting and continuous improvement.
- 5-8 years in supporting enterprise applications, web apps, APIs, databases and integrations, including ownership of production services.
- Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Software Engineering or related field.
- ITIL, Microsoft, Oracle, SQL or vendor-specific certifications are advantageous.
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