Application Support Manager

Job Summary

The role is responsible for the availability, stability, performance, support, administration, and continuous improvement of the Bank's business-critical Core banking, channels, applications and technology platforms. The role holder will establish and lead the Bank's Application Support function, including the development of governance frameworks, support processes, service standards, operational controls, monitoring capabilities, reporting structures, and team capabilities. This includes developing, maintaining, supporting, and optimizing business critical applications and solution end-to-end in collaboration with external vendors, information security, database and other system experts in line with the bank's strategic objectives. The role combines Application Support Management, Production Operations, Service Management, DevOps practices, and Operational Excellence to ensure the Bank delivers secure, resilient, and scalable digital banking services to customers and stakeholders. The successful candidate must be capable of building and scaling a high-performing support function from inception, implementing industry-leading practices while supporting a lean, fast-growing digital banking environment.

Job Details

• Own daily operations, availability, stability, performance and support of all business-critical applications. 
• Mature the Application Support function from inception, including governance, processes, controls, SLAs, reporting and operating model. 
• Lead application support, service management, production operations, release management, and DevOps practices. Deploy new applications and database updates with minimal disruption to operations
• Implement monitoring, observability, and performance management practices.
• Manage application upgrades, patches, configuration changes, and migrations in coordination with vendors, technology partners, regulators and internal teams.
• Provide 1st level support and resolution of all Application-related issues within SLA.
• Record and document RCA (Root Cause Analysis) of all application incidents following the Bank's Standard procedure.
• Develop and maintain documentation related to architecture, processes, and procedures.
• Ensure compliance with security policies, audit requirements, and regulatory guidelines.
• Support UAT and participate in SIT with business and technical stakeholders for new releases or system changes
• Drive DevOps adoption including CI/CD pipelines, source control, release management and deployment automation.
• Plan and execute for business continuity, disaster recovery, and high availability of core banking applications.
• Stay updated with technological trends and propose improvements or innovations.
• Monitor application and database performance, troubleshooting issues and implementing solutions as needed.
• Develop and enforce best practices for data management, security, and compliance.
• Manage relationships and monitor SLA with vendors and third-party service providers to ensure the quality, reliability of external systems, timely resolution of incidents and service requests.

Requirements

COMPETENCIES, SKILLS & ABILITIES

• Proven experience supporting business-critical applications in Banking, FinTech, Digital Banking, Financial Services, or Payments. 
• Hands-on experience with production support and incident management.
• Proficient technical knowledge of core banking software and web services.
• Understanding of any programming language with a basic understanding in Linux and Microsoft environment.
• Working knowledge of DevOps & Automation: CI/CD, Azure DevOps, Git, release management, automation and environment management. 
• Demonstrated experience building support teams, governance frameworks, processes, structure and operating models from the ground up. 

SKILLS 

•Incident Management; Problem Solving; Root Cause Analysis; Automation & Scripting; Vendor Management; Process Design; Reporting & Analytics; Team Leadership; Stakeholder Management

• Knowledge and experience in modern practices for IT Applications architecture and operations in MFBs or commercial banks to provide guidance on quality improvements and problem management 

• Technical skills to effectively perform or guide performance of Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise Architecture standards 

• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks 

• Experience in Management of Support Contracts, RFP’s and Third-party support providers 

RESPONSIBILITIES 

Applications Management

Manage, monitor and set priorities for design, maintenance, performance and evaluation of Core Banking, channels, applications and its interfaces.

Database Management Monitor database performance, health and security. Design and Execute policies that protect the system databases within necessary control standards. Develop scripts or codes necessary for system integration 

Service Management Provide leadership and oversight for the Core Banking Application and channels to ensure projects, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA’s. 

IT Application security and Governance Ensure Efficiency and Effectiveness of the Core Banking Technology Applications (systems, people, policy, controls and procedures) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access. 

Business continuity management Provide and execute detailed Disaster recovery plans and procedures for Core Banking and other critical business applications.

People leadership Provides effective leadership to the core banking systems and channels unit, ensuring competency development, succession planning and conducting performance appraisal. 

Decision Making Authority Level of autonomy to make informed decisions to resolve problems consulting Head of IT, thus ensuring business operations continuity. Task prioritization and resource planning within the projects and tasks for team and self.

QUALIFICATION & EXPERIENCE

• Bachelor's degree from an accredited university with preference for Computer Science, Engineering, Information Technology/Systems or related field
• Professional certification in IT Service Delivery (ITIL). Microsoft, Linux, Cloud or DevOps certifications advantageous

• Experience Requirements 

Minimum of 6 years of relevant experience with at least 3 years in a leadership role.

Proven experience working in teams and taking ownership of deliverables with minimal or no supervision.

About Company

ARM Holding Company Limited

https://arm.seamlesshiring.com

Asset & Resource Management Company Limited (ARM) was founded in 1994 as an asset management firm.We provide a broad range of unique wealth creation services by offering traditional asset management services as well as alternative investments through our private funds business. ARM currently manages total assets of circa N540 billion. Over the last twenty years, we have built a strong reputation both locally and internationally through in-depth, high-quality research, investment management expertise, and value-adding products and services. Our clients range from corporations to private and public institutions and include high net-worth investors and small savers.