L2 Production Support Lead: Drive Platform Stability

Insignia Financial; Hobart; On-site; AUD 150,000 - 180,000; Full time

Job summary

Wrap Technology in Australia is seeking an L2 Production Support Team Leader to guide a skilled technical team across locations. You will own the production support backlog, drive incident management and lead improvements to deliver a more stable platform for 320,000+ clients.

You will partner with Delivery, Product and Operations, shaping a scalable support model, prioritising root-cause fixes and automation. The role offers visibility into a tech-driven wealth platform environment.

Qualifications

• Experience leading teams in application or production support.
• Strong incident, problem, change, and release management knowledge.
• Experience with ITIL-aligned environments.

Responsibilities

• Lead and develop a technical team across multiple locations.
• Own and prioritise the L2 Production Support backlog.
• Drive root cause analysis and long-term fixes for recurring incidents.
• Manage workload, capacity planning and team performance.
• Improve operational tooling, automation and support processes.
• Collaborate with Delivery, Product and Operations teams to improve outcomes.
• Support major incidents and provide escalation leadership when required.

Skills

People leadership

Incident management

Backlog prioritisation

ITIL ITSM

ServiceNow

Capacity planning

Stakeholder management

Automation tools

Communication skills

Tools

ITSM platforms

Job description

Wrap Technology in Australia is seeking an L2 Production Support Team Leader to guide a skilled technical team across locations. You will own the production support backlog, drive incident management and lead improvements to deliver a more stable platform for 320,000+ clients.

You will partner with Delivery, Product and Operations, shaping a scalable support model, prioritising root-cause fixes and automation. The role offers visibility into a tech-driven wealth platform environment.