As our Application Support Lead, you'll play a critical role in keeping Zurich's platforms stable, reliable and drive faster recoverability. Sitting within our Application Support CoE team within Technology, this role exists to ensure our production environments run smoothly so our people and customers can rely on us when it matters most.
Responsibilities
* Act as the main contact for application incidents, managing escalations, coordinating resolution, and leading major incident response and post-incident reviews across teams and vendors.
* Oversee team and service vendor performance, ensuring service levels, contract compliance, and effective stakeholder communication.
* Driving improvements to production stability through incident and trend analysis, problem management and preventive actions.
* Collaborate with technical, quality, and product leads to enhance application monitoring, deployment readiness, and prioritisation of problem tickets.
* Foster a culture of continuous improvement through automation, proactive incident management, and streamlined production operations.
* Oversee software vendor‐managed applications to ensure IT controls, security standards, and compliance with data retention, access management, and disaster recovery requirements.
* Manage and review software vendor support agreements and SLAs, monitor performance, and drive remediation of technical debt and security vulnerabilities.
Qualifications
* Demonstrated experience in an application support or production support leadership role.
* A strong understanding of IT service management principles and incident management practices.
* Hands‐on experience with incident, work management and collaboration tools such as ServiceNow, Atlassian Jira and Confluence.
* Exposure to modern observability, monitoring or reliability engineering practices.
* The ability to lead complex incident resolution and influence stakeholders at all levels.
* A passion for service excellence and continuous improvement.
Benefits
* Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer's leave and access to Family Care (parental leave).
* Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full‐time employees.
* Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and an AUD$295 new‐starter e‐voucher for your work‐from‐home setup.
* Grow and thrive in your career with our award‐winning training programs.
* Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.
* Take advantage of global mobility opportunities across more than 200 countries worldwide.
* Volunteer and work in our state‐of‐the‐art Green Star rated offices (when you are in the office) and dress for your day.
* We plant a tree for every new employee.
* Our various employer of choice awards/memberships – WGEA; Family Inclusive Workplace; Gold AWEI Employer, Pride in Diversity.
Zurich is an equal opportunity employer. We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.
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