Applications Support Lead - CBS

McMillan Shakespeare Group (MMS); City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Novated leasing

12 weeks parental leave

Learning and development

Sonder wellbeing platform

Income protection insurance

Exempt Employee Share Plan

Volunteer leave

Job summary

McMillan Shakespeare is seeking an Application Support Lead to oversee the health, stability and compliance of business-critical applications in production. You will bridge technology, business, and assurance teams, leading incident management, releases, change coordination and audit controls while guiding a skilled support team.

A key focus is leveraging AI and automation to streamline incident investigation, diagnostics, data analysis and repetitive tasks, all while maintaining security,

Qualifications

• Experience in application support and incident management for business-critical systems.
• Strong troubleshooting and communication skills.
• Experience using Azure DevOps to manage backlogs and drive improvements.
• Proven leadership and mentoring capability with a focus on AI/automation.

Responsibilities

• Serve as triage for production incidents, leading investigation, escalation and RCA.
• Manage end-to-end change and release activities, including risk assessment and governance.
• Plan and assist UAT and post-deployment testing to ensure changes deliver outcomes.
• Manage application compliance and audit readiness through access reviews and governance.
• Drive backlog and continuous improvement via ADO work items and automation.
• Lead the adoption of AI and automation to improve productivity and reduce risk.
• Develop a high-performing application support team through leadership and mentoring.
• Coach on troubleshooting, SQL, and stakeholder communication.

Skills

Leadership

Incident management

Automation

Stakeholder management

Tools

Azure DevOps

SQL

Job description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Currently at McMillan Shakespeare, we’re modernising systems and redefining how financial services technology delivers value at scale.

Here’show you will make a difference in this role…

As the Application Support Lead you will be responsible for the operational health, stability and compliance of business-critical applications in production. You will act as the link between technology, business and assurance teams overseeing incident management, production releases, change coordination and audit controls, while triaging and translating operational issues into actionable work for delivery teams. You will provide leadership and mentoring within the application support team, building capability, accountability and problem-solving skills.

A key focus of this role will be identifying opportunities to leverage AI and automation to improve support efficiency, including developing tools that streamline incident investigation, diagnostics, data analysis and other repetitive operational tasks, all while ensuring adherence to security, privacy and change management requirements.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

• Serve as triage for production incidents, leading investigation, escalation, cross-team coordination, root cause analysis, and continuous improvement through AI-driven automation and reusable diagnostic tools to minimise resolution times and prevent recurrence.


• Manage end-to-end change and release activities, including change requests, risk assessment, release planning, stakeholder coordination, governance, and automation of release readiness and change management processes.


• Plan and assist UAT and post-deployment testing, including test preparation, business proxy testing, production validation, and verification that changes deliver intended outcomes without regression.


• Manage application compliance and audit readiness through user access reviews, control monitoring, audit support, remediation of control gaps, and adherence to security, privacy, governance, and data handling requirements.


• Drive backlog and continuous improvement initiatives by translating business needs, production issues and technical debt into prioritised ADO work items, maintaining operational documentation, and delivering automation and self-service solutions that enhance support efficiency and scalability.


• Lead the adoption of AI, automation and continuous improvement initiatives to enhance support productivity, streamline knowledge management, reduce operational risk, and improve service performance through faster resolution times and reduced manual effort.


• Lead and develop a high-performing application support team by providing technical leadership, coaching, performance guidance, knowledge sharing, stakeholder management, and escalation support while fostering accountability, capability growth, and operational excellence.


• Coach and mentor team members in troubleshooting, root-cause analysis, SQL, application behaviour, production support practices and effective stakeholder communication, develop the technical capability and confidence of team members through knowledge sharing, peer reviews, coaching and practical mentoring.


• Lead the enterprise Data Governance function by establishing governance frameworks, data quality and metadata capabilities, stewardship accountability, AI governance controls, and executive reporting to ensure compliance, reduce risk, and maximise the value of organisational data.

To be considered for this role you will have:

• Demonstrated experience in application support, incident management, change and release processes, and audit/compliance activities for business-critical systems.


• Strong troubleshooting, stakeholder management and communication skills, with the ability to translate technical issues into business outcomes and manage risk effectively.


• Proven experience using Azure DevOps (or similar) to manage backlogs, prioritise work, and drive operational improvements.


• Demonstrated leadership, coaching and mentoring capability, with a passion for leveraging AI, automation and lightweight tooling to improve team performance and operational efficiency.


• Experience supporting financial or business-critical applications, including batch processing, job scheduling, monitoring, and ITIL-based incident, problem, change and release management practices.


• Proven ability to work in Agile environments while developing automation, self-service solutions and support tooling, with experience leading or mentoring technical support teams.

What we can offer you:

• Strong culture and the support of a values-based recognition program


• Novated leasing benefits and discounts


• 12 weeks paid parental leave


• Comprehensive learning and development opportunities to support your career growth


• Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations


• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund


• Exempt Employee Share Plan


• Volunteer leave & Career break


• MMS Rewards program

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

We value the skills and attributes veterans can bring to our organisation.

We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]