Manager: IT Application Support EWP

The Manager: IT Application Support – Enterprise Wallet Platform (EWP) is responsible for the availability, stability, performance, supportability, and continuous improvement of the Enterprise Wallet Platform (EWP) ecosystem supporting digital payment and wallet services.
The role owns end-to-end production support, incident and problem management, release support, application monitoring, vendor coordination, and service assurance across all EWP platforms, ensuring agreed service levels, regulatory obligations, and customer experience targets are consistently achieved.
Reporting to the Head of Technology & Information Security, this position plays a critical role in safeguarding the integrity, resilience, and operational performance of the core wallet platform supporting high-volume digital financial transactions.
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Key Performance Areas (KPAs)
Operational Delivery
• Manage day-to-day EWP production support operations across application, middleware, and integration layers.
• Ensure platform availability, capacity, and SLA compliance in line with agreed operational targets.
• Lead Incident, Problem, and Change Management activities for EWP, acting as the escalation point for major incidents.
• Perform structured Root Cause Analysis (RCA) for major and recurring incidents and drive corrective action plans through to completion.
• Plan and support releases, patches, and upgrades in collaboration with Delivery, Architecture, and Vendor teams.
• Coordinate with platform vendors, system integrators, and internal teams to resolve defects and implement enhancements.
• Ensure Business Continuity and Disaster Recovery (BCP/DR) readiness for EWP, including regular testing.
• Maintain accurate operational runbooks, support documentation, and standard operating procedures.
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Service Assurance
• Monitor application performance, transaction success rates, and end-to-end transaction journeys.
• Drive proactive issue detection through monitoring, alerting, and trend analysis to minimise customer-impacting incidents.
• Ensure all customer-impacting incidents are triaged, communicated, and resolved within agreed SLA targets.
• Track, analyse, and report on service quality KPIs while identifying opportunities for continuous improvement.
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Governance & Reporting
• Produce operational dashboards and monthly service reports for senior management.
• Lead Post-Incident Reviews (PIRs) and ensure lessons learned are incorporated into operational procedures.
• Participate in audit, risk, compliance, and operational control activities.
• Support vendor performance reviews and contractual SLA governance.
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People & Stakeholder Management
• Lead, coach, and develop a team of application support engineers and analysts.
• Build strong working relationships with Architecture, Delivery, Infrastructure, Network, Security, Risk, Compliance, and Business teams.
• Represent the Application Support function in Change Advisory Board (CAB) meetings and operational governance forums.
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Education
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• ITIL Foundation certification preferred.
• ITIL Intermediate or Practitioner certification is advantageous.
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Experience
• 5–8 years of experience in Application Support, Production Support, or IT Operations.
• Minimum of 3 years supporting Digital Wallet, Enterprise Wallet, Payment Processing, or Enterprise Financial Platforms.
• Demonstrated experience leading Incident, Problem, and Change Management processes within a 24/7 production environment.
• Experience managing vendors and third-party system integrations.
• Previous experience leading technical support teams is advantageous.
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Technical & Functional Skills
• Linux / Unix Administration
• SQL Databases (Oracle, PostgreSQL, MySQL)
• Application Performance Monitoring (APM) tools
• Middleware and API Management
• ITIL Service Management Processes
• Digital Payment Systems
• Enterprise Wallet Platforms
• ServiceNow / Jira
• Scripting and Log Analysis
• Production Support Operations
• Release and Deployment Support
• Business Continuity and Disaster Recovery (BCP/DR)
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Preferred Certifications
• ITIL Foundation
• PMP or PRINCE2 (advantageous)
• Vendor-specific Enterprise Wallet Platform certifications (advantageous)