Senior Application Support & Incident Leader

Datacom; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid parental leave

24/7 Employee Assistance Programme (D…

Ongoing learning and certifications

Career development opportunities

Industry-leading learning platforms

Employee discounts

Meaningful work

Job summary

Datacom is seeking a Senior Application Support Analyst to ensure optimal operation and ongoing support of critical business applications across multiple managed clients. You will provide 2nd and 3rd level support, manage incidents and problems, and collaborate with internal teams and vendors to deliver high-quality service within SLAs.

You'll contribute to service improvements and change management while applying your technical expertise to solve complex issues and improve operational

Qualifications

• 5+ years' experience in IT, systems support, or consulting.
• Strong application support, incident and problem management experience.
• Proven ability to troubleshoot technical issues and communicate solutions clearly.
• Experience working with customers, stakeholders and third-party vendors in a support environment.
• Strong analytical, problem-solving and organisational skills.
• Excellent written and verbal communication with technical and non-technical audiences.
• Ability to manage competing priorities across diverse technologies and client environments.

Responsibilities

• Manage day-to-day incidents, service requests and problem management across client applications.
• Provide 2nd and 3rd line application support aligned to SLAs.
• Coordinate with internal teams and third-party vendors to resolve issues and deliver changes.
• Monitor support issues, milestones and project deliverables for timely resolution.
• Participate in an on-call roster for 24/7 support.
• Identify opportunities for service improvements and efficiencies.
• Support service transitions, including documentation and knowledge base creation.
• Contribute to projects across business analysis, testing, and deployment.

Skills

5+ years' experience

Application support

Incident management

Problem management

Technical troubleshooting

Stakeholder communication

Multi-client support

Prioritisation

Customer service

Education

Bachelor's degree in Computer Science/Technology

Tools

ITIL frameworks

IT certifications

Job description

Datacom is seeking a Senior Application Support Analyst to ensure optimal operation and ongoing support of critical business applications across multiple managed clients. You will provide 2nd and 3rd level support, manage incidents and problems, and collaborate with internal teams and vendors to deliver high-quality service within SLAs.

You'll contribute to service improvements and change management while applying your technical expertise to solve complex issues and improve operational