For 24 years, 4mation Technologies has been building high-impact digital solutions for clients across Australia and beyond. Our team of 50+ experts partners with Australia's fastest-growing companies, State Government Agencies, and global Fortune 500 organisations. As an award-winning technology consultancy, we thrive on solving complex challenges and delivering outcomes that drive business growth.
Role Overview:
This is a full-time, on-site role based in Sydney, NSW. The Service Delivery Manager is a "Player-Coach" role responsible for ensuring the stability, performance, and reliability of our application service desk product for subscription-tier clients. This role acts as the primary bridge between customers and the engineering team, managing the end-to-end incident lifecycle. You will provide hands‐on technical troubleshooting (L1/L2), manage escalation paths to L3 engineers, and build the support infrastructure required to scale our product.
Key Responsibilities:
* Incident Management: Act as the primary technical point of contact for subscription clients, resolving complex technical problems and managing issues raised by tiered users.
* Tiered Support Strategy: Manage and prioritise tickets according to subscription Service Level Agreements (SLAs), ensuring that Gold/Premium tiers receive prioritised intervention.
* L3 Escalation & Triage: Perform in-depth root-cause analysis using SQL and logs to resolve L1/L2 issues independently, redirecting only verified bugs to L3 developers with full documentation.
* Leadership & Process: Provide guidance, support, and training to junior support staff or offshore desk members; design the Runbook for common application fixes.
* Stakeholder Collaboration: Collaborate with onshore/offshore teams to deliver high-quality support in an Agile environment and participate in sprint planning to advocate for bug fixes and stability.
* Client Relations: Strengthen client relations by participating in high-priority conference calls and attending technical reviews for key accounts.
* System Monitoring: Leverage AWS/GCP monitoring tools and Dockerised microservices logs to proactively identify application performance bottlenecks.
* Database Optimisation: Use SQL (MySQL/PostgreSQL) to perform data fixes, investigate integrity issues, and optimise queries for support reporting.
* Continuous Improvement: Push boundaries by exploring automated support tools (e.g., self-service, AI or automated health checks) to achieve scalable results.
* On-Site Presence: Work on-site 5 days a week to ensure tight feedback loops with the core engineering team.
What We're Looking For:
* Experience: 3 to 5+ years of professional experience in technical support, application engineering, or full stack development.
* Exceptional communication and interpersonal skills, with the ability to clearly articulate solutions and outcomes with external and internal customers.
* Leadership: Proven track record of leading, mentoring, or training junior employees or service desk staff.
* Problem Solving: Exceptional analytical skills to troubleshoot "needle-in-a-haystack" application errors.
* Web Technologies: Strong experience with web technologies (Typescript, React, PHP, HTML/CSS, HTTP APIs) to debug front-end issues.
* Backend Fluency: Experience with Node.js and the ability to read/trace code in a Dockerised microservices.
* Database Mastery: Working knowledge of relational databases (MySQL or PostgreSQL) for data extraction and troubleshooting.
* Support Tools: Experience with ITSM tools (Jira Service Management, Zendesk, or ServiceNow) and API testing (Postman).
* Cloud & DevOps: Understanding of Cloud providers (AWS/GCP) and log management (Datadog, Splunk, or CloudWatch).
Nice to have:
* Experience with subscription-based SaaS models and SLA management.
* Experience with E-commerce platforms (Shopify, Commercetools) or ERP systems (NetSuite, MS Dynamics).
* Experience with React Native for mobile application support.
* Knowledge of NoSQL data stores (Redis, S3, DynamoDB) for session and state troubleshooting.
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