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Job Summary

Job Description

Technical Support Manager: CAMS

Job Profile Summary

Lead the operational stability, support, performance, and continuous improvement of CAMS technology services across production and non-production environments. Accountable for the end-to-end support engineering capability, ensuring availability, resilience, incident resolution, problem management, technical governance, and service optimization.

Drive a high-performance support engineering culture through strong technical leadership, people management, stakeholder engagement, and operational excellence. Maintain accountability for 24/7 support operations, major incident management, service restoration, and continuous service improvement while actively participating in second-line standby support.

Production Stability, Service Availability & Support Leadership

• Assume end-to-end accountability for the stability, availability, resilience, and supportability of CAMS applications and services.
• Lead and manage 24/7 operational support capabilities to ensure business-critical services meet agreed service levels and operational commitments.
• Act as the escalation point for critical production incidents, service disruptions, and major operational risks.
• Drive proactive monitoring, event management, and early risk detection to minimize service outages and customer impact.
• Lead major incident response activities and coordinate technical teams during business-critical service interruptions.
• Ensure service restoration is achieved within agreed recovery targets.
• Lead root cause analysis activities and ensure permanent corrective actions are implemented and tracked.
• Drive problem management disciplines to eliminate recurring incidents and technical debt.
• Maintain ownership of operational readiness and support acceptance for all new solutions entering production.
• Ensure supportability, resilience, recoverability, and monitoring requirements are embedded into solution delivery.

Support Engineering & Technical Leadership

• Provide technical leadership across CAMS support teams and associated technology domains.
• Maintain deep technical knowledge of supported applications, infrastructure, integrations, databases, middleware, cloud services, and operational tooling.
• Act as the technical authority for production support practices, standards, and operational governance.
• Lead technical troubleshooting activities relating to complex production incidents and performance-related issues.
• Participate in second-level standby support and provide senior technical assistance during critical incidents and after-hours escalations.
• Drive operational automation and the reduction of manual support activities through engineering-led solutions.
• Identify, implement, and optimize tools that improve service monitoring, observability, alerting, automation, and operational efficiency.
• Ensure appropriate technical documentation, support procedures, knowledge articles, and operational runbooks are maintained.
• Drive continuous improvement initiatives that improve service stability, recoverability, and customer experience.

Service Management & Operational Excellence

• Lead the execution of Incident, Problem, Change, Request, Event, and Knowledge Management processes.
• Ensure compliance with enterprise service management standards and operational controls.
• Manage service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs).
• Monitor support performance, analyze service trends, and implement improvement initiatives.
• Facilitate service review forums and operational governance meetings.
• Ensure proper management of capacity, performance, availability, and resilience risks.
• Drive operational excellence through data-driven decision making and continuous service improvement.
• Coordinate disaster recovery testing, business continuity activities, and production readiness assessments.

Delivery Enablement & Change Support

• Partner with Product Owners, Technology Leads, Engineers, Architects, Infrastructure Teams, Risk, and Service Management functions.
• Ensure production support requirements are incorporated into solution design and delivery activities.
• Support successful deployment planning, implementation, and post-deployment stabilization activities.
• Ensure all technology changes are appropriately assessed, tested, documented, and operationally supported.
• Contribute to release planning and implementation governance to minimize service disruption and operational risk.

Stakeholder and Vendor Management

• Act as the primary operational relationship manager for business stakeholders relating to CAMS technology services.
• Build trusted relationships with business, technology, risk, infrastructure, and support stakeholders.
• Provide clear communication and reporting during incidents, service reviews, and operational governance forums.
• Manage third-party service providers and vendors responsible for supporting CAMS platforms and services.
• Ensure vendors meet contractual obligations, service level commitments, and operational performance expectations.
• Escalate and manage vendor-related service risks where required.

People Leadership

• Lead, mentor, and develop a high-performing team of support engineers and technical specialists.
• Establish a culture of accountability, collaboration, ownership, learning, and continuous improvement.
• Manage performance, development plans, succession planning, and career progression for team members.
• Build technical capability through coaching, knowledge sharing, technical mentoring, and skills development.
• Ensure adequate resource planning to support operational requirements and on-call commitments.
• Foster a customer-centric and service-oriented support culture.

Risk, Compliance & Governance

• Carry end-to-end accountability for operational and service-related risks across supported environments.
• Ensure compliance with Enterprise Risk Management Frameworks, Technology Standards, Security Policies, and Regulatory Requirements.
• Drive remediation activities relating to audit findings, risk actions, vulnerabilities, and operational control weaknesses.
• Ensure production environments maintain appropriate security, access, monitoring, and governance controls.
• Manage operational risks and incidents through effective governance and reporting mechanisms.
• Participate in risk assessments and operational governance forums.

Financial Management

• Manage support-related operational budgets and resource utilization.
• Ensure cost-effective management of support tooling, infrastructure consumption, and vendor services.
• Drive cost optimization initiatives while maintaining service quality and stability.
• Monitor operational expenditure and ensure appropriate value realization from technology investments.

Key Accountabilities

Service Stability & Availability

• 24/7 operational support accountability.
• Production service availability.
• Incident reduction.
• Service restoration performance.
• Platform resilience and recoverability.

Support Engineering

• Technical leadership.
• Problem management.
• Root cause elimination.
• Automation and operational efficiency.
• Technical governance.

People Leadership

• Resource management.
• Team capability development.
• Performance management.
• Succession planning.
• Coaching and mentoring.

Stakeholder Management

• Business engagement.
• Vendor management.
• Service reporting.
• Executive communications during major incidents.

Education

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised