ARM Life formerly CrystaLife Assurance Plc. is the insurance subsidiary of Asset & Resource Management Company Ltd (ARM). Its parent company, ARM is one of the largest non-bank financial services firms in Nigeria with a focus on asset management. Established in 1994, ARM started operations as a traditional asset management company specialising in the management of quoted equities and fixed income securities. However, over the years, the Firm has taken advantage of opportunities in various sectors of the Nigerian economy and has proven its ability to identify and develop new strategic businesses and integrate these to strengthen its asset management business model. This ability has resulted in the evolution of the Firm into a diversified financial services institution with businesses divided into two distinct parts within which various products and bespoke asset management services are offered to our diverse clients, focusing on Traditional Asset Management and Specialised Funds. ARM currently manages total assets of over N500bn. ARM Life has a strong track record in the group life insurance sector with favourable references across the industry. It is licensed and regulated by the National Insurance Commission of Nigeria (NAICOM) to underwrite Life, Annuity and Health insurance.
Job Summary
- The E-Business Channels Support Lead oversees the support and operational stability of digital business channels (web, mobile, API/partner integrations). This role ensures service reliability, prompt issue resolution, proactive monitoring, and effective stakeholder communication. The Support Lead will also mentor the team, manage access to business-critical systems (including databases), and drive process improvements to enhance customer experience and operational efficiency.
Job Details
Operational Leadership
- Own the availability, performance, and operational resilience of all e-business channels.
- Serve as the primary escalation point for high-severity incidents and cross-channel outages.
- Ensure adherence to SLAs, OLAs, and incident response standards. Lead incident command during major outages, coordinating DevOps, Engineering, Product, and Business teams.
- Oversee controlled access to production systems, cloud platforms, admin portals, and databases in line with governance policies.
DevOps & Cloud Oversight
- Provide technical oversight of AWS and/or Azure environments supporting digital channels.
- Review monitoring, logging, and alerting configurations to ensure proactive detection of issues.
- Partner with DevOps and Engineering teams on release readiness, deployment strategies, and rollback plans.
- Validate cloud operational procedures executed by the Support Officer.
Automation & Continuous Improvement
- Drive an automation-first support strategy, reducing manual interventions and repeat incidents.
- Review recurring incidents and approve automation or configuration-based solutions.
- Champion the enhancement of admin portals, dashboards, and operational tooling to enable faster resolution and self-healing.
- Translate support insights into structured improvement initiatives and backlog items.
- Track and report measurable benefits from automation (e.g., MTTR reduction, incident volume reduction).
Team Leadership & Capability Development
- Lead, mentor, and develop all members of the team.
- Define clear runbooks, playbooks, and escalation procedures.
- Set performance objectives aligned with reliability, automation, and service excellence.
- Build a culture of accountability, learning, and continuous improvement.
Stakeholder & Partner Engagement
- Act as the interface between Technology, Business Units, and external API partners.
- Provide clear communication on incidents, risks, and service performance to senior stakeholders.
- Support partner onboarding, operational readiness, and issue resolution.
Requirements
- Strong SQL skills with experience querying complex databases for transaction support and analysis.
- Hands-on experience with support tools (ticketing systems like Jira, Managed Engine), monitoring platforms (New Relic, Sentry, CloudWatch, ArgoCD, Graylog), and API management.
- Excellent understanding of web and mobile application architecture
- Experience with RESTful APIs and troubleshooting partner integrations
- Ability to interpret logs, trace requests, debug problems, and explain technical issues to non-technical stakeholders.
- Leadership or mentoring experience; ability to prioritize tasks across multiple channels.
- Strong communication, problem solving, customer service orientation, and decisionmaking skills.
- Familiarity with security best practices, data access governance, and compliance standards (e.g., ISO27001, NDPR).
- Experience in incident management frameworks (ITIL).
- Knowledge of cloud platforms (AWS, Azure) and serverless or containerized environments (Kubernetes, Docker).
- Innovation & Automation Leadership Expectations
- Ability to think beyond incident resolution and design operational improvements.
- Strong appreciation of how admin portals, configuration tools, and workflows can eliminate support bottlenecks.
- Capability to challenge existing processes and recommend smarter, scalable alternatives.
- Experience working with product and engineering teams to deliver automation outcomes.
- Comfort translating operational pain points into structured solutions and business value.
Method of Application
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