Reports to: Software Development Manager/ Chief Development Officer/ Country Head

Key Responsibilities
Be responsible for establishing technical application support and local IT infrastructure team
To drive these teams technically and assign work tasks on a day to day basis
Establish effective work processes and procedures conducive with and in line with good service management best practice
Provide initial 1st line technical support to clients to normal business hours then gradually on a rolling 24 * 7 basis, including the provision of emergency support
Lead the local platform application support team providing ensuring tickets are reviewed on a regular basis and responded to in a timely and comprehensive fashion as per service levels
Support and lead the transfer of application knowledge from the development partner team
Establish and evolve good working practices, processes and procedures for such Knowledge Reports to: Software Development Manager/ Chief Development Officer/ Country Head

Key Responsibilities
Be responsible for establishing technical application support and local IT infrastructure team
To drive these teams technically and assign work tasks on a day to day basis
Establish effective work processes and procedures conducive with and in line with good service management best practice
Provide initial 1st line technical support to clients to normal business hours then gradually on a rolling 24 * 7 basis, including the provision of emergency support
Lead the local platform application support team providing ensuring tickets are reviewed on a regular basis and responded to in a timely and comprehensive fashion as per service levels
Support and lead the transfer of application knowledge from the development partner team
Establish and evolve good working practices, processes and procedures for such Knowledge Transfer
Ensure that the core applications plus interfaces; OCR Engine, Trade Rules, Compliance, Workflow, and User Interface performance is monitor effectively and take appropriate timely action to reduce outages and client impacts, applying the same for common components such as ETLs and APIs.
Lead the deployment of new software upgrades into client UAT, Production and DR environments
Support and lead the establishment and provisioning of new infrastructure solutions as required from time to time by development partner teams
Lead the deployment of new infrastructure upgrades into client UAT, Production and DR environments, and testing environments as required, allowing for on-premise installations as required.

Experience

Essential
8-9 years technically leading application support and/or IT infrastructure support team
Docker containers with Swarm and Bitbucket code repository or similar
Detailed working knowledge of Angular, Java, Python and supporting frameworks, Ubuntu/Linux, Mongo DB and/or Maria DB (SQL)
Hands-on experience of leading IT application teams, ideally at a Bank and/or Private Cloud or AWS
Ability to communicate technical problems in a business-like way
Passion, drive, energy and an ability to think outside the box

Desirable
ITIL based certification on service management, application management, and IT Operations management
Evidence of transfer of knowledge best practices from development teams to support teams.
Knowledge of advanced technologies such as soft robotics and machine learning
Knowledge of Trade Finance or at least Financial Services
Ensure that the core applications plus interfaces; OCR Engine, Trade Rules, Compliance, Workflow, and User Interface performance is monitor effectively and take appropriate timely action to reduce outages and client impacts, applying the same for common components such as ETLs and APIs.
Lead the deployment of new software upgrades into client UAT, Production and DR environments
Support and lead the establishment and provisioning of new infrastructure solutions as required from time to time by development partner teams
Lead the deployment of new infrastructure upgrades into client UAT, Production and DR environments, and testing environments as required, allowing for on-premise installations as required.

Experience

Essential
8-9 years technically leading an application support and/or IT infrastructure support team
Docker containers with Swarm and Bitbucket code repository or similar
Detailed working knowledge of Angular, Java, Python and supporting frameworks, Ubuntu/Linux, Mongo DB and/or Maria DB (SQL)
Hands on experience of leading IT application teams, ideally at a Bank and/or Private Cloud or AWS
Ability to communicate technical problems in a business-like way
Passion, drive, energy and an ability to think outside the box

Desirable
ITIL based certification on service management, application management and IT Operations management
Evidence of transfer of knowledge best practice from development teams to support teams.
Knowledge of advanced technologies such as soft robotics and machine learning
Knowledge of Trade Finance or at least Financial Services