Head of Support & Maintenance Section

About the role

The Head of Support & Maintenance Section leads GPSSA’s front‑end systems and data platform support at L3 level. The role ensures operational stability, drives proactive monitoring, and oversees timely issue resolution to keep critical customer‑facing applications running smoothly.

Key responsibilities

• Lead and develop a high‑performing L3 support team, providing expert guidance on incident and service request resolution.
• Diagnose complex system issues, troubleshoot escalations, and minimize downtime for front‑end applications.
• Implement advanced monitoring tools, detect performance issues early, and mitigate outage risks.
• Create and maintain comprehensive maintenance schedules, including patches, updates, and upgrades.
• Manage day‑to‑day operations of front‑end systems and data platforms, ensuring peak performance and conducting preventive maintenance.
• Provide technical leadership during release management, coordinating seamless deployments of updates and new features.
• Collaborate with Digital, Data, and AI teams to integrate new developments into production efficiently.
• Establish governance frameworks with the helpdesk for efficient issue resolution and knowledge sharing.
• Oversee strategic vendor relationships, enforce SLAs, and validate third‑party solutions for compatibility.
• Implement robust change‑management processes and produce governance reports.

Required profile

• Proven experience leading L3 support teams in a complex IT environment.
• Strong technical acumen in diagnosing and resolving front‑end system issues.
• Ability to develop and enforce maintenance and change‑management processes.
• Excellent collaboration skills with cross‑functional and vendor partners.

Required skills

What we offer

• Opportunity to shape the reliability and performance of critical systems.
• Leadership role within a dynamic technology organization.