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. The role is responsible for triaging, prioritising and managing the application incident queue, ensuring efficient routing to managed service partners while maintaining a hands‐on contribution to incident resolution.
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.
Routing, Vendor & Dependency Management
* 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).
Continuous Improvement & Incident Reduction
* 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.
Qualifications
* 6+ years in an application support domain, managing application 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 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.
Benefits
* 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 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 people for all positions.
Job reference: R30460. Applications will close on Friday 26th June.
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