Team Lead, Application & E-Channel Support, Team Lead, Application and Database Security

About this role

This role leads the Application and E-Channel Support function for Stanbic IBTC Insurance’s core business applications and digital channels, ensuring availability, stability, performance and smooth operation of critical technology services. It involves managing the application support team, allocating work, developing capabilities, and resolving incidents, service requests and problems within agreed service levels. The role requires collaboration with business users, analysts, development teams, shared IT services and vendors to restore services and minimise disruption. It is a hands-on leadership position that oversees enhancements, testing, releases and deployments, ensuring changes are properly documented and implemented without impacting production. The position also drives continuous improvement of support processes, service quality, user experience and operational efficiency, with country-level technical support for key software applications including core banking and integration systems.

What you would do

• Lead and manage the application and e-channel support team.
• Allocate work and monitor performance and capability development.
• Resolve incidents, service requests and problems to meet MTTR targets.
• Collaborate with business users, analysts, development teams and vendors to restore services.
• Oversee application enhancements, testing, releases and deployments with proper documentation.
• Drive continuous improvement of support processes and service quality.
• Provide technical support to key software applications at country level.
• Plan and optimise support activities for performance, security and reliability.
• Monitor application performance and contribute to security efforts and support frameworks.
• Prepare and maintain documentation related to changes and deployments.

What they are asking for

• First degree in IT, computer science, computer engineering, software engineering or related field.
• ITIL, Microsoft, Oracle, SQL or vendor-specific certifications are an advantage.
• 7-9 years of proven experience in application support and operations, including at least 2 years in a supervisory role.
• 5-8 years of experience in supporting enterprise applications, web apps, APIs, databases and integrations, with ownership of production services.
• 4-6 years experience managing incident, problem, change, service requests, SLA monitoring and continuous improvement.

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