Team Lead, E-Business Channels Support

Operational Leadership

Own the availability performance and operational resilience of all e-business channels.

Serve as the primary escalation point for high-severity incidents and cross-channel outages.

Ensure adherence to SLAs OLAs and incident response standards. Lead incident command during major outages coordinating DevOps Engineering Product and Business teams.

Oversee controlled access to production systems cloud platforms admin portals and databases in line with governance policies.

DevOps & Cloud Oversight

Provide technical oversight of AWS and/or Azure environments supporting digital channels.

Review monitoring logging and alerting configurations to ensure proactive detection of issues.

Partner with DevOps and Engineering teams on release readiness deployment strategies and rollback plans.

Validate cloud operational procedures executed by the Support Officer.

Automation & Continuous Improvement

Drive an automation-first support strategy reducing manual interventions and repeat incidents.

Review recurring incidents and approve automation or configuration-based solutions.

Champion the enhancement of admin portals dashboards and operational tooling to enable faster resolution and self-healing.

Translate support insights into structured improvement initiatives and backlog items.

Track and report measurable benefits from automation (e.g. MTTR reduction incident volume reduction).

Team Leadership & Capability Development

Lead mentor and develop all members of the team.

Define clear runbooks playbooks and escalation procedures.

Set performance objectives aligned with reliability automation and service excellence.

Build a culture of accountability learning and continuous improvement.

Stakeholder & Partner Engagement

Act as the interface between Technology Business Units and external API partners.

Provide clear communication on incidents risks and service performance to senior stakeholders.

Support partner onboarding operational readiness and issue resolution.

• Strong SQL skills with experience querying complex databases for transaction support and analysis.
• Hands-on experience with support tools (ticketing systems like Jira Managed Engine) monitoring platforms (New Relic Sentry CloudWatch ArgoCD Graylog) and API management.
• Excellent understanding of web and mobile application architecture
• Experience with RESTful APIs and troubleshooting partner integrations
• Ability to interpret logs trace requests debug problems and explain technical issues to non-technical stakeholders.
• Leadership or mentoring experience; ability to prioritize tasks across multiple channels.
• Strong communication problem solving customer service orientation and decisionmaking skills.
• Familiarity with security best practices data access governance and compliance standards (e.g. ISO27001 NDPR).
• Experience in incident management frameworks (ITIL).
• Knowledge of cloud platforms (AWS Azure) and serverless or containerized environments (Kubernetes Docker).

Innovation & Automation Leadership Expectations

• Ability to think beyond incident resolution and design operational improvements.
• Strong appreciation of how admin portals configuration tools and workflows can eliminate support bottlenecks.
• Capability to challenge existing processes and recommend smarter scalable alternatives.
• Experience working with product and engineering teams to deliver automation outcomes.
• Comfort translating operational pain points into structured solutions and business value.

Bachelors degree in computer science Information Systems Engineering or related field. 6 years in technical support operations or service delivery within financial services fintech or tech environments