Application Support Officer

Job Purpose

To operate, maintain and support the Group's proprietary platforms, and to hold their operational continuity. The role exists to ensure that each in-house platform runs reliably day to day and that no critical knowledge, access or capability rests with a single individual, so that the Group retains full custody and control of the systems it builds.

Key Responsibilities

• Platform administration. Administer the platform day to day, including configuration, monitoring, performance checks and routine operational tasks, keeping the system available and running as intended.
• User and access management. Create, amend and revoke user accounts on a least-privilege basis, processing joiners, movers and leavers promptly and keeping access aligned to role.
• Support and incident handling. Act as first line of support for the platform, logging, triaging and resolving user requests and incidents within the defined response window, escalating to engineering where required and communicating status to users.
• Backup and recovery. Confirm that automated backups are running, take and verify backups, maintain the recovery procedure, and perform periodic restore tests to prove the platform is recoverable.
• Change and release support. Support the release of changes through the staging-to-production path, apply patches and updates under change control, and ensure no unmanaged edits are made to the live environment.
• Custody and continuity. Co-hold platform credentials and access records with the Head, IT, maintain the credential vault entries, and uphold the custody arrangements set out in the platform continuity plan.
• Documentation. Maintain the platform documentation register, keep the administrator, operations and configuration documentation current, and ensure documentation reflects the live system at all times.
• Monitoring and reporting. Monitor and report on the platform's key performance and compliance indicators, and provide input to the monthly and quarterly platform reporting.
• Knowledge transfer. Cross-train the deputy or second administrator so that every critical function has a second capable owner, and conduct structured handover where required.

Other Duties

• Portfolio support. As the Group's portfolio of proprietary platforms grows, extend the same support and continuity function to each new in-house platform under the Group's control standard, making this a Group-level function rather than a single-platform post.
• Adoption support. Contribute to user training, onboarding and the competency-gating process, and support the periodic review of platform governance.
• Cross-functional liaison. Liaise with engineering, IT and platform owners to resolve issues that span teams, and support user acceptance testing for platform changes and new releases.

Key Performance Indicators

The role is appraised against the platform continuity and platform-health measures, together with support responsiveness and documentation currency. In particular:

• Recoverability. Backup success rate and restore-test pass rate maintained at target.
• Custody. Two-person coverage and credential-vault completeness maintained for every critical system.
• Documentation. Documentation register kept complete and current.
• Responsiveness. Incidents and user requests resolved within the defined response window.
• Access control. Periodic least-privilege access reviews completed on time.
• Availability. Platform availability maintained against its defined operating window.

Educational Qualifications

• Minimum. A bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related discipline.
• Advantageous. Relevant professional certifications are an advantage, for example in cloud platforms, databases, cybersecurity, or IT service management (ITIL).
• Professional Experience
• Minimum experience. A minimum of four (2) years of hands-on experience in application support, software development, or systems administration.
• Relevant depth. At least one (1) of those years spent supporting or maintaining live business applications in a production environment.
• Sector. Experience within a financial services or similarly regulated environment is an advantage.

Technical Skills and Competencies

• Full-stack support. Full-stack application support capability across the platform's technology stack, both front end and back end.
• Databases. Working knowledge of databases and the ability to query, inspect and maintain application data.
• Infrastructure. Familiarity with hosting, cloud or server environments, deployment, and basic infrastructure operations.
• Change control. Understanding of version control, change management and release practices.
• Security and recovery. Awareness of application security, access control and backup and recovery principles.

Pay: ₦250,000.00 - ₦300,000.00 per month

Experience:

• Application Support: 2 years (Required)

Work Location: Hybrid remote in Lagos (Lagos)