Application Support Manager (Software Product Support Manager)

Ultradata; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Ultradata, Melbourne-based, is seeking an experienced Application Support Manager to lead the Application Support team and ensure fast, accurate and professional support. Reporting to the Head of Support, you will supervise a team of support consultants, manage critical incidents, strengthen client relationships and ensure our support services consistently meet contracted service levels.

In this pivotal role you will oversee rostering, risk mitigation, performance KPIs and continuous improvement

Qualifications

• Leads a software support team of 10+ staff
• Strong analytical skills and sound judgement
• Ability to manage competing priorities under pressure
• Excellent communication and client relationships

Responsibilities

• Allocate, prioritise and manage support cases and escalations, including Priority 1 incidents
• Supervise staff performance, coaching, KPIs and development
• Ensure quality outcomes of Application Support services
• Identify risks and recommend mitigation strategies
• Oversee roster planning and resource coverage
• Collaborate with Development, Design and other teams on complex issues
• Improve processes, tools and support standards
• Manage reporting and other administration activities.

Skills

People Management

Analytical Skills

Prioritisation

Communication

FS Industry Experience

Education

ITIL or IT qualifications

Job description

Application Support Manager (Software Product Support Manager)

Melbourne based only | Full-time | Support Team |

Ultradata is seeking an experienced Application Support Manager to lead our Application Support team and ensure clients receive fast, accurate and professional support. In this pivotal role reporting to the Head of Support, you will supervise a team of support consultants, manage critical incidents, strengthen client relationships and ensure our support services consistently meet contracted service levels.

Who We Are

Ultradata – A long-established business with 49 years of experience and a trusted technology business partner to multiple financial institutions across the Australian and Asia Pacific financial services market.

What you will do

• Allocate, prioritise and manage support cases and escalations, including Priority 1 incidents
• Supervise staff performance, coaching, KPIs and development
• Ensure quality outcomes of Application Support services
• Identify risks and recommend mitigation strategies
• Oversee roster planning and resource coverage
• Collaborate with Development, Design and other teams on complex issues
• Improve processes, tools and support standards
• Manage reporting and other administration activities.

What you bring

• Experience managing a software support team of at least 10 staff
• Strong analytical skills and sound judgement
• Ability to manage competing priorities under pressure
• Excellent communication and client relationship skills
• Financial Services, Retail Banking, Credit Union or Ultracs experience (preferred)
• ITIL or relevant IT qualifications (desirable).

This role requires a professional leader who can maintain high standards, ensure consistent service delivery and support the ongoing performance of the Application Support function.