Application Support Lead
As our Application Support Lead, you will play a critical role in ensuring Zurich's platforms remain stable, reliable, and recoverable. You will lead incident response, collaborate with squads, vendors, and stakeholders, and drive continuous improvement across our application support capability.
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.
* Drive 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
* 5 weeks of annual leave for permanent staff, 15 days of personal/carer's leave, and access to Family Care (parental leave).
* Hybrid working arrangement – 3 days in the office and 2 days working from home per week for full‐time employees.
* Well‐being programs, AUD$500 wellbeing payment per year, and AUD$295 new‐starter e‐voucher for work‐from‐home setup.
* Awards‐winning training programs and career development support.
* Inclusive, diverse global teams with opportunities for global mobility across more than 200 countries.
* Volunteering opportunities and support for sustainability initiatives.
* Tree planting program for every new employee and multiple employer‐of‐choice awards.
* Commitment to a work‐life balance and supportive environment.
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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