Senior Application Engineer- ITIL & Cloud Incident Response

Capricorn; Western Australia; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Parental leave

Extra leave days

Wellbeing perks

Learning support

Job summary

Capricorn is seeking an Application Engineer to join the Service Delivery team in Australia. You will respond to escalated incidents, provide third-level support, and manage issues within SLAs while documenting processes for the knowledge base.

You will analyze trends, contribute to automation, mentor Level 1/2 staff, and help deploy technologies like the Atlassian suite to improve service delivery. Capable of working across ERP/CRM environments, you’ll thrive in a dynamic IT team.

Qualifications

• Minimum 5 years in applications administration or business systems analyst roles.
• ITIL v4 Fundamentals knowledge.
• Familiarity with core IT systems (CRM, ERP, Microsoft Dynamics).
• Experience with incident and knowledge management tools (Jira, Confluence).
• Proven ability to triage and manage escalated incidents.

Responsibilities

• Respond to and manage escalated incidents, service requests, and problems, providing third-level support and escalating as necessary in accordance with established procedures.
• Respond promptly to critical incidents affecting applications, ensuring swift resolution to minimize downtime and impact on business operations.
• Document incident details and resolutions to enhance the IT knowledge base and support continuous improvement.
• Document processes, incidents, and resolutions for inclusion in Capricorn’s IT knowledge base.
• Support the development of new technologies like the Atlassian suite of products to assist Group Technology Information Services.
• Mentor and guide Level 2 and Level 1 support, and identify opportunities for process improvement.

Skills

Incident response

Cloud services management

ITIL v4 Fundamentals

Incident triage

Education

Bachelor's degree in information technology or Computer Science

Tools

Jira

Confluence

Job description

Capricorn is seeking an Application Engineer to join the Service Delivery team in Australia. You will respond to escalated incidents, provide third-level support, and manage issues within SLAs while documenting processes for the knowledge base.

You will analyze trends, contribute to automation, mentor Level 1/2 staff, and help deploy technologies like the Atlassian suite to improve service delivery. Capable of working across ERP/CRM environments, you’ll thrive in a dynamic IT team.