Application Support Lead

Network International; Johannesburg; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

Network International is seeking an experienced Application Support Lead to drive end-to-end production stability across a key domain in South Africa. You will lead L2 engineers, act as Incident Commander, and push problem management in a hybrid IT environment.

You bring 8+ years in FinTech with 3+ years in leadership, ITIL knowledge, strong troubleshooting, and observability/ITSM tooling expertise. Stakeholders rely on your strategic yet hands-on approach.

Qualifications

• 8+ years experience with 3+ years in a leadership role in FinTech settings.
• ITIL knowledge and strong troubleshooting abilities.
• Observability and ITSM tooling experience.

Responsibilities

• Act as Incident Commander for P1/P2 incidents and ensure prompt restoration.
• Own Problem Management lifecycle with RCA and fixes tracking.
• Lead and mentor L2 engineers and manage shifts/capacity.
• Manage stakeholder relationships and provide performance reporting.
• Oversee vendor engagements and monitor SLA adherence.
• Support governance reviews with KPI-focused reporting.

Skills

Leadership

Observability

ITIL knowledge

Technical troubleshooting

FinTech experience

Tools

ITSM tools

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.