Head of Production - SaaS Payments

About the role

ICPS operates mission-critical SaaS payment applications for banks and financial institutions in a 24/7 regulated environment. It is looking for a Head of Production who takes end-to-end accountability for production application stability, service quality and SLA performance. The role covers monitoring, operational support, production readiness and service delivery; infrastructure platforms are out of scope and handled by dedicated teams. The role reports to the Head of Payment Services and leads the RUN, Support L1, Support L2 and Change Process Management teams.

Key responsibilities

• Own the full production lifecycle of SaaS payment applications and act as the single accountable owner of production incidents and service impact
• Ensure availability, performance and functional stability of production services, and drive improvements in reliability and operational maturity
• Oversee RUN and monitoring, including alerts, dashboards and detection mechanisms, and oversee IT Operations (L1) and L2 support
• Promote advanced analytics and automation, potentially AI-assisted, in IT service management
• Drive incident, problem and change management, including root cause analysis, and own move-to-production governance
• Ensure SLAs, KPIs and service commitments are met and reported, and take part in Production Committees and customer meetings
• Maintain runbooks, procedures and shared documentation, and develop the RUN, L1 and L2 teams

Required profile

• Senior experience in production or application operations in SaaS or payment-grade environments
• Proven experience managing multiple operational teams through Team Leads
• Strong background in monitoring, incident management, problem management and service delivery
• Solid understanding of ITIL-aligned operational practices
• Datadriven, improvement-oriented mindset and calm, structured, accountable leadership style

Required skills

• Knowledge of end-to-end payment transaction flows (authorization, clearing, settlement)
• Experience with PowerCARD modules (issuing, acquiring, switching, reconciliation) is an advantage

The role is based in Port-Louis. Applications are sent by email with a cover letter and detailed CV; incomplete applications will not be considered.