Manager: IT Application Support Next Gen App

Job Purpose

The Manager: IT Application Support – Next Generation Applications is responsible for the operational support, availability, performance optimization, and lifecycle management of modern enterprise mobile applications across Android, iOS, web, and supporting backend digital services.

The role ensures a seamless, stable, secure, and high-performing digital customer experience while supporting continuous enhancement, application releases, monitoring, and operational excellence in collaboration with Engineering, Architecture, Infrastructure, and Product teams.

Reporting to the Head of Technology & Information Security, this position plays a key role in maintaining the reliability, resilience, and performance of business-critical digital applications and services.

Key Performance Areas (KPAs)

Application Operations

• Manage production support for enterprise mobile applications across Android, iOS, web applications, APIs, and associated backend services.
• Continuously monitor application health, crash rates, response times, latency, and user experience metrics.
• Support application deployments, application store releases, patches, and feature rollouts in collaboration with Engineering and Product teams.
• Ensure stability, consistency, and availability of digital services across mobile applications, web platforms, APIs, and integrated channels.
• Coordinate with infrastructure, cloud, middleware, and development teams to resolve production issues and implement enhancements.

Incident & Problem Management

• Lead troubleshooting and resolution of customer-impacting incidents across the application ecosystem.
• Conduct Root Cause Analysis (RCA) for recurring and major incidents, ensuring corrective and preventive actions are implemented.
• Manage escalations involving cloud providers, platform vendors, and third-party service providers to ensure timely issue resolution within agreed SLAs.
• Own incident communications and stakeholder updates during major service disruptions.
• Maintain comprehensive incident records and post-incident review documentation.

Performance & Availability

• Monitor APIs, middleware, databases, infrastructure, and mobile application performance against defined availability and performance targets.
• Drive optimization of customer journeys, application responsiveness, and transaction success rates.
• Champion observability initiatives including centralized logging, monitoring, tracing, alerting, dashboards, and proactive issue detection.
• Support capacity planning, scalability assessments, and performance testing ahead of major releases and business events.
• Recommend continuous improvements to application stability, resilience, and operational efficiency.

Governance & Reporting

• Maintain accurate support documentation, operational runbooks, knowledge base articles, and standard operating procedures.
• Participate in Disaster Recovery (DR) and Business Continuity Planning (BCP) testing for digital platforms.
• Produce operational dashboards and executive reports covering application health, incidents, availability, performance trends, and SLA compliance.
• Support audit, governance, risk, compliance, and information security reviews related to application operations.
• Ensure adherence to IT Service Management (ITSM) processes, operational standards, and security policies.

People & Stakeholder Management

• Lead, mentor, and develop a team of Application Support Engineers and Analysts.
• Build strong working relationships with Engineering, Architecture, Infrastructure, Security, Product, QA, Business, and Vendor teams.
• Participate in Change Advisory Board (CAB) meetings and operational governance forums.
• Promote a culture of continuous improvement, operational excellence, and customer-centric service delivery.

Education

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related discipline.

Experience

• 5–8 years of experience in Application Support, Digital Application Operations, or IT Production Support.
• Minimum of 3 years supporting enterprise mobile applications, digital platforms, or customer-facing business applications.
• Hands-on experience supporting Android, iOS, APIs, middleware, and third-party system integrations.
• Experience working within Agile and DevOps delivery environments with frequent software release cycles.
• Experience managing cloud platforms, technology vendors, and outsourced service providers.
• Previous leadership experience managing technical support teams is advantageous.

Technical & Functional Skills

• Mobile Application Architecture (Android & iOS)
• REST APIs and API Gateway Management
• Mobile Analytics and Application Monitoring Tools
• Cloud Platforms (AWS, Microsoft Azure, Google Cloud Platform)
• Application Performance Monitoring (APM)
• DevOps and CI/CD Pipelines
• ITIL Service Management
• Incident Management and Problem Management
• Observability Tools (Grafana, ELK Stack, Datadog, Splunk or equivalent)
• Logging, Monitoring, Alerting, and Dashboarding
• SQL Databases
• Performance Testing and Capacity Planning
• Production Support Operations

Preferred Certifications

• ITIL Foundation
• Cloud Platform Certification (AWS, Microsoft Azure, or Google Cloud)
• Agile or Scrum Certification
• DevOps Certification (advantageous)