Manager – Applications Support

We’re hiring a Manager – Applications Support to lead digital systems, automation, and application delivery. Manage teams, optimise CI/CD, and support innovation across the Group. Ideal for experienced IT leaders ready to shape business-critical technology.

Position Title: Manager – Applications Support
Division: Operations & Strategy
Business Unit: Information Systems
Reports to: Senior Manager – Information Systems
Direct Reports: Applications Administrator, Database Specialist, Business Analyst

Role Purpose

The Manager – Applications Support leads the design, delivery, and performance of key application systems and automation initiatives across the organisation. This role ensures that software solutions are secure, reliable, and aligned with strategic business objectives, while also managing internal teams and external vendors to maintain strong operational performance.

Key Responsibilities

Strategic Leadership & Execution

• Oversee systems development life cycles, application design, and automation implementation.
• Manage internal applications teams and external developers.
• Lead evaluation and integration of new digital solutions into the IT ecosystem.
• Align systems strategy with business goals under the direction of the Senior Manager – Information Systems.
• Support the Bank’s automation and digitalisation strategy using modern frameworks and DevOps tools.

Operations Management

• Evaluate, recommend, and implement systems and vendor platforms.
• Ensure high system availability, performance, and user satisfaction.
• Optimise CI/CD pipelines to enhance software delivery and reduce deployment time.
• Address system issues and risks with proactive management and clear reporting.

Learning, Teamwork & Development

• Mentor and lead the Applications Support team.
• Coordinate departmental meetings and team performance reviews.
• Promote training, technical development, and professional certification among team members.
• Submit quarterly operational improvement recommendations.

Governance, Audit & Risk

• Ensure compliance with internal audit and regulatory requirements.
• Contribute to satisfactory ECCB audit outcomes.
• Manage risk exposure through strong change management and incident response.

Key Performance Indicators (KPIs)

• System availability ≥ 95%
• ≥ 90% of SLAs and support targets achieved
• Incident resolution time within benchmark
• Process automation targets met or exceeded
• ≥ 80% success rate on internal/vendor solution rollouts
• CI/CD efficiency improvements delivered quarterly
• Zero-loss ratio on critical system failures
• Audit rating: Satisfactory or better
• 90% team training participation rate
• Quarterly operational improvement recommendations submitted
• Team performance ratings: Satisfactory or higher

Qualifications & Experience

• Bachelor’s Degree in IT, Computer Science, or related field (required)
• Master’s Degree in IT Management, Business Administration or equivalent (preferred)
• ITIL, PMP/PRINCE2, Scrum Master, or DevOps certifications (preferred)
• 5–7 years’ experience in IT management
• Minimum 3 years in a leadership role managing cross-functional technical teams

Skills & Competencies

• Proven leadership in application lifecycle and DevOps practices
• Strong analytical, problem-solving, and decision-making skills
• Proficient in CI/CD tools (e.g. Jenkins, Azure DevOps), scripting, and automation
• Skilled in communicating complex IT issues to non-technical stakeholders
• Experienced in cloud-based and microservice environments
• Forward-thinking with a continuous improvement mindset
• High emotional intelligence and team development focus

To Apply

If your meet the requirements outlined above and you are seeking an opportunity to lead, train and develop others, and excel with a progressive organisation, kindly send your CV or Resume using the Apply Now portal.

Closing date for applications is May 23rd, 2025