L2 Production Support Lead | Drive Change & Stability

Insignia Financial; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Wrap Technology in Australia is seeking a senior leader to oversee L2 Production Support across multiple locations. You will drive improvements, shape the support model, and partner with senior technology leaders to ensure stable, scalable operations for a wealth platform serving thousands of clients.

The role focuses on leading teams, prioritising work, and delivering effective incident resolution and platform enhancements in a fast‑moving environment.

Qualifications

• Experience leading high‑performing teams in production or application support.
• Strong ability to manage competing priorities and backlogs.
• Familiarity with Incident, Problem, Change and Release management practices.
• Experience in ITIL‑aligned environments and ITSM tooling.

Responsibilities

• Leading and developing a team of technical specialists across multiple locations.
• Owning and prioritising the L2 Production Support backlog.
• Driving root cause analysis and long‑term fixes for recurring incidents.
• Managing workload, capacity planning and team performance.
• Improving operational tooling, automation and support processes.
• Collaborating with Delivery, Product and Operations teams to improve outcomes.
• Supporting major incidents and providing escalation leadership when required.

Skills

People leadership

Stakeholder management

Incident and problem management

Operational excellence

Tools

ServiceNow

Job description

Wrap Technology in Australia is seeking a senior leader to oversee L2 Production Support across multiple locations. You will drive improvements, shape the support model, and partner with senior technology leaders to ensure stable, scalable operations for a wealth platform serving thousands of clients.

The role focuses on leading teams, prioritising work, and delivering effective incident resolution and platform enhancements in a fast‑moving environment.