Job Description

Business Unit:

Discovery Invest

Function:

Information Technology

Date:

1 Jul 2025

About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Invest

Launched in 2007, Discovery Invest offers the full range of investment products for any client need, providing access to our top performing range of Discovery funds as well as a wide selection of leading local and international fund managers. Recently, Discovery Invest launched a unique offshore offering to enable South African investors unparalleled ease in accessing international investment opportunities. Discovery Invest is seeking to leverage the shared-value model to promote financial health and freedom for millions of South Africans. Through unique behavioural incentives and benefits, we reward clients for positive investment behaviour with extra investment returns. Discovery Invest is the only shared value investment platform in the country maximizing client outcomes before and after retirement. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

The Production Support Manager will lead the Production support team responsible for supporting internal and external user groups across Digital Channels, Back Office Applications, and Line of Business systems. This role involves managing production issues, proactively monitoring systems, and ensuring effective communication and escalation processes to both internal operations and external user groups. Providing regular reporting of system incidents, production issues and system performance and stability.

Responsibilities and Objectives of this role

The individual in this role will report directly to the Head of System Delivery.

Key Responsibilities

Lead and mentor a team of 3 Support Analysts to provide first-line support to Operations and external user groups. Establish and enforce structured

Production Issue Management

and

Incident Management

processes. Proactively monitor system performance, implement alerting mechanisms, and coordinate rapid response to potential disruptions. Act as the communication bridge between IT and all impacted user groups during incidents, ensuring timely updates and transparency. Conduct root cause analyses for incidents and oversee the implementation of corrective and preventative measures. Deliver weekly and monthly reports highlighting production issues, system incidents, trends, and system stability metrics. Collaborate with development, infrastructure, and vendor teams to drive faster incident resolution and systemic improvements. Develop and maintain knowledge base documentation and user-facing FAQs to reduce recurring queries.

Required Competencies and Experience

Proven experience in a Production Support / IT Operations leadership role. Deep understanding of digital platforms, back-office systems, and enterprise application environments. Strong knowledge of incident, change, and problem management methodologies Demonstrated ability to work in high-pressure environments while maintaining clarity and focus. Excellent communication, stakeholder management, and team leadership skills. Experience with monitoring tools and ticketing platforms (e.g., Jira).

Education

Preferred Qualifications:

Bachelor's degree in Computer Science, Information Systems, or related field. ITIL certification or relevant Service Management training.


EMPLOYMENT EQUITY



The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.