Application Support Lead

Network International; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Network International in Cape Town seeks an Application Support Lead to ensure end-to-end production stability for a key domain. You will lead L2 engineers, act as Incident Commander for major incidents, and drive problem management and vendor integration in hybrid environments.

You will own KPIs, mentor the team, manage shifts and capacity, and communicate performance to stakeholders while upholding governance and change controls.

Qualifications

• 8+ years of experience in IT operations or FinTech with leadership.
• Strong ITIL knowledge and experience with observability/ITSM tools.
• Proven ability to troubleshoot complex production incidents.

Responsibilities

• Act as Incident Commander for P1/P2 incidents and ensure SLA adherence.
• Lead RCA, track fixes, and oversee change risk assessments.
• Mentor L2 engineers and manage shifts and capacity.
• Maintain single point of accountability for production issues with stakeholders.
• Monitor vendor SLAs and conduct quality audits.
• Own KPIs (MTTR, SLA, FCR) and prepare leadership reports.

Skills

Leadership

ITIL knowledge

Observability

ITSM tools

Technical troubleshooting

Tools

AWS

Azure

GCP

Job description

JOB DESCRIPTION

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries - UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

About Us

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries - UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP's

At Network International, we always stay ahead. In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; its about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand - because success isn't just a goal; it's how we work, every day, as one team.

Job Description

The Application Support Lead is a hands-on leadership role accountable for end-to-end production stability of a specific business domain or region. Leads L2 engineers, acts as Incident Commander, drives Problem Management, and manages vendor integration in hybrid models.

Responsibilities

Incident & Service Restoration

• Act as Incident Commander for P1/P2 incidents


• Ensure incidents resolved within defined SLA


• Conduct post-incident reviews and drive fixes

Problem & Change Management

• Own Problem Management lifecycle


• Perform RCA and track fixes


• Oversee change risk assessment and validation

Team Leadership & Development

• Lead and mentor L2 engineers


• Manage shifts and capacity planning


• Drive ownership culture

Stakeholder Management

• Single point of accountability for production issues


• Manage relationships with CRMs and stakeholders


• Provide performance communication

Vendor Oversight

• Monitor SLA adherence


• Conduct quality audits


• Manage vendor escalations

Reporting & Governance

• Own KPIs (MTTR, SLA, FCR)


• Provide reports to leadership


• Support governance reviews

Essential

Qualifications & Experience

• 8+ years experience, 3+ leadership; FinTech background; ITIL knowledge; observability & ITSM tools; strong technical troubleshooting

Desirable

• Vendor model experience; scripting; cloud (AWS/Azure/GCP); certifications (ITIL, PMP, Cloud)

Competencies/Personal Attributes

• Decisive & composed: Calm and effective under pressure


• Strategic & Hands-On: Balances strategy with technical depth


• Mentor & Coach: Develops team capability


• Commercial Acumen: Understands business impact


• Collaborative: Works across teams effectively

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.