At Torrens University Australia, we are committed to increasing access to higher education for learners from all walks of life.
What's the job?
The role of the Application Support Manager is to lead the operational management of application support services and the L2 incident support function. This role is responsible for triaging, prioritising, and managing the application incident queue, ensuring efficient routing to managed service partners while maintaining a strong hands‐on contribution to incident resolution. The role operates within a joint delivery model, acting as the key bridge between internal engineering, product teams, and external managed service providers. Approximately 50% of the time is dedicated to hands‐on incident resolution, while also driving service improvements, operational excellence, and incident reduction strategies.
Incident Management & L2 Support Leadership
* Lead application incident management and delivery of the L2 support incident queue.
* Act as the primary owner of incident triage, prioritisation, and routing to appropriate managed service partners.
Hands‐on Incident Resolution (50%)
* Actively troubleshoot and resolve L2 application support incidents across systems, integrations, and platforms.
* Monitor, troubleshoot, and enhance business applications and databases, ensuring stability, availability, and performance.
* Act as a routing manager, ensuring efficient allocation of tickets to managed service partners for execution.
* Manage dependencies across applications, integrations, data platforms, infrastructure, and vendors.
Stakeholder Collaboration
* Collaborate closely with the Director of Architecture & Engineering, Head of Engineering, and Product Owners.
* Engage product and engineering teams to redirect items not suitable for the incident queue (e.g., defects, enhancements).
* Drive continuous improvement initiatives to reduce incident volumes and recurrence.
* Develop and maintain a comprehensive knowledge base, improving resolution times and user self‐service capability.
Who you are
* 6+ years in an application support domain, managing applications incidents across frontend, backend, DevOps, and QA.
* Proven success delivering enterprise‐grade software solutions in Agile/Scrum environments.
* Effective in cross‐functional stakeholder engagement, vendor management and risk management in complex program environments.
* System knowledge of applications captured in the Core Technical Competencies area.
* Technical knowledge and deep expertise in front‐end technologies, backend development, DevOps, and integration solutions as defined in the Core Technical Competencies area.
* 4+ years of full‐stack development experience.
* Experience with cloud‐native applications.
What we offer
* Study free in a course/degree related to your position.
* B Corp certified university – values‐driven and purpose‐led.
* Access to internal opportunities – be supported to learn, grow and move across the organisation.
We are proud to be an equal‐opportunity employer and are committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.
We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.
Applications for this role will close on Friday 26th June.
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