Application Support Manager – Incident & Release Lead

at; Adelaide; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Collaborative team culture

Professional development opportunities

Global exposure

Job summary

Kelsian Group Limited's Group Information Technology is seeking an experienced Application Support Manager to lead the Application Support function and oversee the operation, maintenance and continual improvement of our global enterprise application environment.

Reporting to the Head of Enterprise Applications, you will manage a team of Application Support Analysts, govern major incidents, changes and releases, and collaborate with business process owners, technology teams and vendors to ensure

Qualifications

• At least five years' experience in IT operations, application support or service delivery.
• Experience leading an Application Support or operational service team.
• Strong knowledge of Incident, Problem, Change and Knowledge Management.
• Experience coordinating major incidents and post-incident reviews.
• Experience coordinating Application Triage, CAB processes and production releases.
• Bachelor's degree in Information Technology or related discipline; ITIL v4 Foundation or equivalent certification desirable.

Responsibilities

• Lead, coach and develop the Application Support team, building capability and cross-skilling across enterprise applications.
• Oversee application incidents, service requests, problems and major production issues in line with agreed service levels.
• Coordinate major incident response, stakeholder communications, post-incident reviews and corrective actions.
• Lead the Application Triage process across supported applications and ensure agreed priorities and actions are effectively managed.
• Coordinate Change Advisory Board activities and production release readiness. Maintain the enterprise application release calendar and coordinate release windows across supported applications.
• Own the operational transition-to-support process for new applications, major releases and projects entering business-as-usual support.
• Ensure appropriate operational documentation, knowledge transfer, support procedures, escalation arrangements and vendor support models are established.
• Monitor application performance and recurring issues and drive permanent solutions and continual service improvement.
• Manage operational relationships with third-party vendors and ensure service commitments are achieved.
• Work with Cyber Security and Infrastructure teams to support appropriate access controls, resilience, disaster recovery and compliance requirements.
• Develop a strategic capability roadmap for the Application Support function aligned with Kelsian's evolving enterprise application landscape.
• Provide clear operational reporting, insights and recommendations to the Head of Enterprise Applications and key business stakeholders.

Skills

Leadership

IT Service Delivery

IT Operations

Stakeholder Management

Incident Management

Problem Management

Change Management

Knowledge Management

Vendor Management

Communication

Education

Bachelor's degree in Information Technology or related discipline

Job description

Kelsian Group Limited's Group Information Technology is seeking an experienced Application Support Manager to lead the Application Support function and oversee the operation, maintenance and continual improvement of our global enterprise application environment.

Reporting to the Head of Enterprise Applications, you will manage a team of Application Support Analysts, govern major incidents, changes and releases, and collaborate with business process owners, technology teams and vendors to ensure