Job Description

Production Support Lead (Marketing) (CPT) Media/Marketing/Sales ~ Product/Project management
Cape Town - Western Cape - South Africa
ENVIRONMENT:
A global Asset Management firm is currently recruiting for a Production Support Lead who will be responsible for ensuring the security, stability, and availability of its Investment Platform. This role requires a strong emphasis on AI-driven process innovation, operational excellence, and empathetic leadership. The successful candidate needs to be a visionary and disciplined leader who continuously seeks to reinvent support operations using AI, while aligning with ITIL standards and business goals. You will require a Degree in Computer Science/Information Systems/Engineering, or a similar field with 10+ years in IT operations or production support, with at least 5 years in a leadership role. Your business system skillset should include ServiceNow, Azure DevOps, MS SQL, Power BI & SSRS.
DUTIES:
Leadership & Team Development -

• Lead and mentor a team of Production Support Analysts.
• Foster a culture of discipline, empathy, and continuous improvement.
• Build team capabilities in AI, automation, and modern support practices.
• Promote collaboration across Product stakeholders.

Platform Stability, Availability & Security -

• Ensure the platform meets high availability SLAs and uptime targets.
• Own and evolve Incident, Problem, and Change Management processes.
• Drive root cause analysis and post-incident reviews.
• Monitor and proactively address risks to platform performance, availability, and data integrity.

AI-driven Incident Management -

• Lead the transformation of Incident Management using AI and automation.
• Implement AI tools for real-time anomaly detection and predictive failure analysis.
• Use Machine Learning to classify and prioritize incidents based on severity and impact.
• Deploy AI-powered root cause analysis and resolution recommendation engines.
• Integrate conversational AI agents to assist Support teams with diagnostics and resolution.
• Establish feedback loops to continuously improve AI accuracy and reduce false positives.
• Align AI capabilities with ITIL processes to enhance service delivery and operational maturity.

Operational Excellence & ITIL Practices -

• Implement and refine ITIL-aligned practices (Incident, Problem, Change, Release, Configuration).
• Ensure consistent use of ServiceNow and Azure DevOps.
• Maintain comprehensive documentation, runbooks, and knowledge bases.
• Monitor and report on support KPIs, SLAs, and improvement metrics.
• Drive automation and self-service initiatives to reduce manual support overhead.

Innovation & Continuous Improvement -

• Champion a Zero-Touch support vision where AI handles routine incidents autonomously.
• Drive shift-left strategies by enabling self-service and automation at the earliest stages.
• Stay abreast of emerging AI trends and proactively apply them to support operations.

Stakeholder Engagement & Communication -

• Act as the escalation point for critical production issues.
• Communicate clearly and confidently with business stakeholders and technology teams.
• Provide regular updates on platform health, incident trends, and innovation initiatives.
• Ensure user expectations are effectively managed, and support experiences are positive.

REQUIREMENTS:
Qualifications

• Degree in Computer Science, Information Systems, Engineering, or a related field.

Experience/Skills

• 10+ Years in IT operations or production support, with at least 5 years in a leadership role.
• Proven experience implementing AI/ML tools for Incident Management, Anomaly Detection, and Support Automation.
• Strong background in ITIL-aligned practices (Incident, Problem, Change, Release, Configuration).
• Familiarity with investment management processes, instruments, and regulatory requirements.
• Experience in managing secure environments, data protection, and compliance in financial services.
• Demonstrated ability to design and evolve support models, including shift-left and zero-touch strategies.

Business System Skills -

• ServiceNow (incident, Change, and Problem Management).
• Microsoft Azure DevOps (CI/CD pipelines, Release Coordination).
• Database & Reporting: MS SQL, Reporting tools (e.g., Power BI, SSRS).
• Office Suite, SQL Server, and integration with enterprise systems.
• Auth0 (identity management), DocuSign (digital signatures), Salesforce (CRM), InsideData.
• Familiarity with modern observability stacks (e.g. Azure Application Insights).

ATTRIBUTES:

• Advanced analytical and problem-solving skills are needed to diagnose and resolve complex issues.
• Driven by results.
• Ability to recognise and embrace change.
• A client focused and collaborative approach.
• Able to analyse, interpret and assimilate information.

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