Application Support Lead

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; it’s 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

Qualifications & Experience

Essential

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.