Application Support Manager (Fintech/Payments)

Black Pen Recruitment; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading software expert in payments is looking for an Application Support Manager in Cape Town. You'll manage customer support, ensuring high uptime and satisfaction. Ideal candidates have 5+ years in support, leadership skills, and IT infrastructure experience. Strong knowledge in AWS, Linux, and scripting is a must. This role offers a transparent culture focused on career growth and work-life balance. Join a dynamic team making a significant impact in the financial services sector.

Benefits

Onsite gym facilities

Daily cooked lunches

Generous leave policy starting at 20 days

Social team events

Qualifications

• Minimum 5 years’ application support experience; 2 years in a management role.
• Good understanding of IT infrastructure including networking and servers.
• Experience with open source technology and ITIL environments.

Responsibilities

• Manage and scale the application support team through hiring and retaining talent.
• Ensure all customer cases are addressed within SLA.
• Contribute to the support knowledge base and improve support processes.

Skills

Application support experience

Leadership skills

IT infrastructure knowledge

Customer service orientation

Experience with AWS

Technical expertise in Linux

Scripting languages

Education

IT degree or relevant systems engineering certifications

Tools

Support ticketing systems

SQL

Java

Job description

About the job Application Support Manager (Fintech/Payments)

Our client is a leading software expert in South Africa's payment and transaction processing and management industry. Their cloud‑based processing technology is used by/integrated into SA's biggest banks, retailers and MNOs and has impacted the lives of many South Africans. On top of being successful in their business, they aim to be intentional, customer‑centered, and employee‑oriented, making the workspace and experience one of growth, trust and freedom.

Role Overview

If you are passionate about both customer service and technical excellence, becoming our client’s Application Support Manager could be the next step to grow your career.

You will be responsible for building and managing our client’s application support team. This position is a key hire for our client as it directly affects their brand promise of high levels of up‑time and customer satisfaction. You will be working directly with customers and internal stakeholders to develop, implement and maintain policies and procedures in supporting services in production. You will be a key customer escalation point within the business and for their customers.

Job Type

Full‑time

Location

Cape Town

Workplace

Onsite

Requirements

• 5+ years’ application support experience; 2+ years in a management role
• IT degree or relevant systems engineering certifications
• Good understanding of IT infrastructure including networking, servers & operating systems
• Experience implementing and administering support ticketing systems
• Experience growing a support team
• Experience working in an environment that uses open source technology
• Experience working closely with software development teams and project managers
• Demonstrated the ability to actively promote knowledge sharing through practices such as documentation, workshops and coaching
• Experience scaling up a support team
• Experience with Amazon Web Services, and payments technology
• Experience working in an ITIL environment
• Technical expertise in Linux, SQL, Java or scripting languages

Responsibilities

People Management and Leadership:

• Manage and scale the application support team through hiring and retaining top talent
• Provide guidance and direction to the team
• Advocate for personal and career goal development of the team
• Measure individual and team performance against metrics
• Work with the leadership team and application support team to develop a long‑term strategy and vision for applications support aligned to our client’s goals
• Create and maintain framework that ensures goals are tracked and achieved
• Partner with cross‑functional teams to develop scalable support processes
• Build relationships internally and with customers
• Manage and track support costs

Technical:

• Ensure all customer cases are responded to within SLA
• Continuous improvement to the team's processes, support service delivery and tools
• Use root cause analysis and trends to proactively resolve common issues
• Improve the support process by driving internal and 3rd‑party service review meetings covering performance, service improvements, quality and processes
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Contribute to the support knowledge base

This position provides the opportunity to be part of a successful and dynamic company and have the opportunity to gain deep knowledge of payments technology along with further developing your service delivery and cloud technology expertise.

High‑Performance Culture

We have created a high‑performance culture where you can expect:

• Career growth – Delivering world‑class financial services software products in a fast‑paced company is not easy, and it takes an insane amount of effort. But in return for your effort, you'll get hands‑on experience working on products that are used by millions of people, and a high‑quality work experience that will accelerate your career faster than anywhere else.
• Transparency – They openly discuss strategy, finances, salaries and other major decisions.
• Autonomy – They know you’ll be able to make good decisions if you have good information, and they trust you.
• Shared vision – You’ll be able to shape a vision you can believe in – on how to build the future of financial services.
• Work‑life balance – You know when your brain has switched off for the day and you need to go for a hike or coffee shop with a view, but you also know when your team needs help to bring that strategic deliverable home. At our client you will be expected to know when you deserve that time out, and when you need to knuckle down and get the work done.

Practical Ways We Practice Culture

These are few practical ways we practice the culture we are so proud of:

• Onsite gym and shower facilities
• Daily cooked lunches and a stocked kitchen for the afternoon nibbles
• Team socializing like hikes, getaways, and dinners
• A generous leave policy, starting at 20 days per year
• A recreational area with foosball and table tennis
• Fatsaks scattered around the office for deep thinking or meditation