Production Support Manager

Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients' investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. Job Purpose The primary purpose of the Production Support Manager is to ensure that all IT activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and Glacier Policies and Policy Standards Understanding and managing risks and risk events (incidents) relevant to the role. This role is based in Rosebank. Key Outcome The following will be expected to be achieved by the Production Support Manager role : Team Leadership and Development Lead, mentor, and develop team of support engineers Foster a high-performance culture focused on innovation, collaboration, and continuous improvement Training and Development : Invest in training and professional development to ensure the teams remain up to date on the latest technologies and best practices Innovation and Continuous Improvement : Drive innovation in the IT support team by introducing new tools, processes, and automation to improve efficiency and enhance service delivery Technical Support Apply critical thinking and problem-solving skills to solve technical problems on existing applications Provide efficient and effective support of applications Schedule and oversee resource availability to ensure effective support to business partners Oversee incident and change management to ensure performance meets agreed SLAs and OLAs Ensure minimal business operations impact due to upgrades and maintenance activities Coordinate & communicate across Tribes & Squads (all businesses) to successfully complete incident and change management tasks Develop and maintain knowledge in application functionality, user workflow, and business processes Manage and provide support aligned to all SLA's Develop the skills required to support and maintain the technical products & services (applications) Develop and communicate training and documentation for end users Act as a liaison between business stakeholders and customers, external solution providers, and IT stakeholders for application support specific requirements Help diagnose problems and resolve incidents / issues related to applications Enhance methods and procedures for completing user change requests Plan and coordinate the provisioning of user application access necessary for business operations. Manage Logical Access (LAM) processes and facilitate Audit requirements to ensure no audit findings Manage supplier relations by conducting and documenting monthly Supplier Review meetings Work with Information Security teams to maintain relevant access permissions for application users Represent IC Tech in all relevant groups / committees. (OLA / SLA committees) Timeous communication to business on planned activities and service disruption Strategic Project Support the Development Team to effectively manage BAU Deliver on all Strategic and Regulatory Projects Qualifications and Experience 8+ years IT related experience in Financial Services 8+ years in IT support Competences Client focus Cultivates innovation Being resilient and adaptable Drive results Strong analytical and problem-solving skills Understanding of the business context Attributes Positive, enthusiastic attitude Teamwork Ability to thrive under pressure Honesty, integrity and respect Ability to adapt to change Ability to build and manage working relationships What will make you successful in this role? Degree or Diploma and the required Certification with 8 to 10 years related experience. Knowledge and Skills Interpersonal savvy - Contributing through others Decision quality - Contributing through others Plans and aligns - Contributing through others Optimises work processes - Contributing through others Build a successful career with us We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Core Competencies Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Collaborates - Contributing through others Being resilient - Contributing through others Our commitment to transformation The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process. #J-18808-Ljbffr