L2 Production Support Team Leader

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

• Lead a team. Drive change. Make a real impact.
• Build capability. Influence direction. Deliver meaningful outcomes.
• Make a difference, make it meaningful

NSW, VIC or TAS | Permanent Opportunity

The opportunity to join our team

This is an opportunity to step into a highly visible leadership role where you'll play a key part in shaping the future of Production Support. You'll have the opportunity to lead a talented team, drive meaningful improvements and influence how support services are delivered across a business-critical technology environment.

Joining Wrap Technology at an exciting time of transformation, you'll lead a team responsible for application support, operational tooling, problem management and small-to-medium platform enhancements across one of Australia's leading wealth platforms, supporting more than 320,000 clients and around $78 billion in funds under management.

Working closely with senior technology leaders, you'll help shape the future of our L2 Production Support function, improve platform stability, reduce recurring issues and drive a mature, scalable support model.

Key responsibilities include:

• 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

What you will bring

We're looking for an experienced people leader with a background in application support, production support or software development environments. You'll bring the ability to lead high-performing teams, build strong stakeholder relationships and confidently navigate complex operational environments.

• Experience managing competing priorities, backlogs and operational delivery
• Strong understanding of Incident, Problem, Change and Release Management practices
• Technical credibility with the ability to lead and influence experienced engineers and developers
• Experience working within ITIL-aligned environments and using ServiceNow or similar ITSM platforms
• A collaborative approach, strong communication skills and a passion for continuous improvement

Find the better way

What gets us excited about working here? Helping people feel good about their money as one of Australia’s leading financial wellbeing organisations. From those starting out to those retiring. As your team, we’ll show up for you and together we will create financial wellbeing for every Australian. Because we know people who are confident about their financial future live better lives.

If this sounds like your kind of career, you sound like our kind of person. With us, you’ll do work that builds your technical know-how and challenges our entire industry to move forward. Along the way, you’ll be free to explore new ideas and technology, solve problems in a team, and independently to get great things done. Around here, we like to call it “putting our fingerprints on the future”.

People-inspired tech

Deep expertise combined with creativity can take on the trickiest of problems. Join our team of brilliant minds and  mentors as we explore our way to innovation and apply technology in more human ways than ever.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.