HEAD OF PRODUCTION

ICPS operates missioncritical SaaS payment applications for banks and financial institutions in a 24/7, regulated environment. We are seeking a Head of Production to take endtoend accountability for production application stability, service quality, and SLA performance.
This role owns the run of production payment applications and services, including monitoring, operational support, production readiness, and service delivery. Infrastructure platforms and systems are explicitly out of scope and are managed by dedicated Infrastructure & Systems teams.
The role reports to the Head of Payment Services and leads multiple operational teams through their respective Team Leads. These teams include RUN, Support L1, Support L2 and Change Process Management.

Detailed Description

Production Applications & Service Ownership

• Own the endtoend production lifecycle of SaaS payment applications
• Ensure availability, performance, and functional stability of production services
• Act as the single accountable owner for production incidents and service impact
• Continuously improve production reliability, robustness, and operational maturity

RUN, Monitoring Support

•Oversee the RUN & Monitoring function, ensuring realtime visibility of production applications
• Ensure effective alerts, dashboards, and detection mechanisms are in place
• Oversee IT Operations (L1) as the first line of operational support
• Oversee L2 Support for complex functional or technical production issues
• Encourage the use of advanced analytics and automation (potentially AI-assisted) to improve IT Service Management processes

Support ownership stops at L2, with structured collaboration with Engineering, SME, Infrastructure, and vendor teams when required.

Incident, Problem & Change Management
• Ensure disciplined incident management, communication, and escalation
• Drive problem management by identifying recurring issues and implementing permanent resolutions, in line with ITIL practices
• Reduce recurrent incidents through structured rootcause analysis and corrective action plans
• Ensure critical defects, non-compliances and enhancements are applied
• Own movetoproduction governance, validating operational readiness before releases and golives

Service Delivery & SLAs
• Own service delivery performance for production applications
• Ensure SLAs, KPIs, and service commitments are met and transparently reported
• Participate in Production Committees and Customer meetings

Knowledge Management & Team Development
• Ensure that institutional knowledge is maintained through runbooks, procedures, and shared documentation
• Ensure incidents and problems continuously contribute to the operational knowledge base
• Drive upskilling and maturity of RUN, L1, and L2 teams to increase autonomy and consistency
• Promote a culture of ownership, learning, and continuous improvement

Out of Scope
• Infrastructure platforms, servers, networks, operating systems, and capacity planning (owned by Infrastructure & Systems teams)
• Development / Test environments

Job Requirements
The ideal candidate will have:
• Senior experience in production or application operations within SaaS or paymentgrade environments
• Knowledge of end-to-end payment transaction flows (authorization, clearing, settlement)
• Experience in PowerCARD modules (issuing, acquiring, switching, reconciliation) and the broader payment ecosystem (Issuer, Acquirer, Schemes) is an advantage
• Strong background in monitoring, incident management, problem management, and service delivery
• Proven experience managing multiple operational teams through Team Leads
• Solid understanding of ITILaligned operational practices
• Datadriven and improvementoriented mindset, with interest in modern operational practices
• Calm, structured, and accountable leadership style

Why Join ICPS
• Full ownership of production operations for critical payment applications
• Clear scope and accountability, without infrastructure ambiguity
• Opportunity to modernise operations through datadriven and automationassisted practices
• Highimpact role at the core of ICPS’ SaaS payments offering

Other Information:
How to Apply: Candidates should send their application letter and detailed CV to icps_recruitment@icps.mu

Please ensure all required information is accurately entered in relevant sections. 

Any incomplete application will not be considered.

Location: 7th floor, The Docks 2, Caudan St, Port-Louis 11307

The Management reserves the right not to appoint anyone following this advert.