Application Support Manager

ph3Who We Are: /h3 pAfrica Specialty Risks (ASR) is enabling sustainable economic development by fulfilling unmet insurance needs. Our platform provides local underwriting expertise, an unparalleled distribution network and access to global capacity. /p pFounded in the heart of Africa and with offices across the continent and the Middle East, we provide regional market knowledge, data insights, and technical proficiency for capital partners who are looking to increase their presence in growth markets. /p pWe also participate on each and every risk we underwrite with balance sheets in Bermuda, Mauritius and through Syndicate 2454 at Lloyds.

ASR is committed to accelerating business growth by providing customised service and innovative insurance products to enable development. /p h3Role Purpose: /h3 pThe Application Support Manager role is a hands-on role responsible for providing technical and functional support for the assigned company’s software, platforms, business solutions and for leading the Application Support Specialist team. /p pThe role ensures that customers, internal users, and stakeholders receive timely and accurate assistance to maximise solution performance, resolve issues, and enhance user satisfaction consistently across all the company applications. /p pThe specialist is also responsible for formalising, prioritising, and delivering product features that align with business objectives, working closely with our IT vendor partner implementation teams and business owners to troubleshoot, document, and improve solution capabilities, setting up the standard for the wider team. /p h3Role

Responsibilities

/h3 h3Team Leadership Management /h3 ulliManage, mentor, and develop application support specialists. /liliAssign workloads, prioritize tasks, and ensure high-quality service delivery. /liliConduct performance reviews and support career development. /liliEnforce ITIL best practices (Incident, Problem, Change Management) across the Application Support Specialist team. /li /ul h3Customer User Support /h3 ulliProvide first-line support for solution-related incidents and service requests (e.g., user onboarding/offboarding, account closures, password management, how-to queries). /liliDiagnose, troubleshoot, and resolve technical or functional issues. /liliCommunicate clearly with users via email, chat, or ticketing systems. /liliEscalate complex issues to senior support, development, or vendor teams when required. /li /ul h3System Monitoring Maintenance /h3 ulliCoordinate application upgrades, patches, integration improvements, and releases. /liliMonitor performance, integrations, and data flows. /liliIdentify recurring issues and collaborate with technical teams to implement permanent resolutions. /li /ul h3Incident Ticket Management /h3 ulliLog, track, and document all issues within the ticketing system. /liliMaintain SLA compliance and provide regular updates to stakeholders. /liliEnsure tickets are closed appropriately with accurate root-cause information. /li /ul h3Documentation Knowledge Management /h3 ulliCreate and update troubleshooting guides, FAQs, and knowledge base articles. /liliDocument technical procedures and support processes. /liliDeliver training sessions for internal teams or end users. /li /ul h3Stakeholder Engagement /h3 ulliAct as the main point of contact between ASR business stakeholders and IT (ASR IT Vendor). /liliGather requirements, manage expectations, and communicate updates to ensure alignment. /liliFacilitate discussions to resolve issues and prioritise competing demands. /li /ul h3Collaboration Continuous Improvement /h3 ulliPartner closely with IT Development, QA, Data Engineering, BI and Infrastructure teams to validate business requirements and solutions changes. /liliProvide feedback to enhance application functionality and user experience. /liliParticipate in Application Testing, UAT, and Production Release activities (pre/post release). /li /ul h3Skills Experience: /h3 h3Essential: /h3 ulliProven experience supporting underwriting (UW) applications and the full underwriting lifecycle. /liliProven experience supporting claim applications and the end-to-end claim lifecycle. /liliBachelor’s degree in IT, Computer Science, Engineering, or equivalent experience. /lili5+ years’ experience in technical support, application support, or solution support, with at least 2 years in a leadership or managerial role. /liliStrong troubleshooting ability and analytical thinking. /liliFamiliarity with APIs, databases (SQL), cloud platforms, or enterprise applications. /liliITIL Foundation certification (desired). /liliExperience using ticketing/support systems. /liliExcellent communication skills and a customer-focused approach. /li /ul h3Desirable: /h3 ulliExperience working with SaaS environments or enterprise business solutions (ERP, CRM, HRIS, etc.). /liliCertifications such as ITIL Foundation, Microsoft, AWS, or similar. /li /ul h3Key Competencies: /h3 ulliProblem-solving and critical thinking. /liliAttention to detail. /liliTechnical curiosity and willingness to learn. /liliEffective team collaboration. /liliTime management and prioritisation. /li /ul /p

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