Application Support Manager

Who we are
At Torrens University Australiamaking a difference is in our DNA.As a Certified B Corporation we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives families communities and the world.Thatswhywereon a mission to increase access to higher education so learners from allwalks of lifecan chase their dreams.

Just like our studentsour employees are a diverse group who want to make an impact. When you join us we give you the freedom to be boldcreativeand courageous with flexible working arrangements that allow you to bring your best.Wevebuilt a culture that celebrates communitycollaborationand innovation where people love what they do.

Whats the job

The role of the Application Support Manager to lead the operational management of application support services and the L2 incident support function. This roleis responsible fortriaging prioritising and managing the application incident queue ensuring efficient routing to managed service partners whilemaintaininga strong hands-on contribution to incident resolution.

The roleoperateswithin a joint delivery model acting as the key bridge between internal engineering product teams and external managed service providers. The role will dedicate approximately 50% of their time to hands-on incident resolution while driving service improvements operational excellence and incident reduction strategies.

Principleaccountabilities:

Incident Management & L2 Support Leadership

• Lead application incident management and delivery of the L2 support incident queue.

• Act as the primary owner of incident triage prioritisation and routing toappropriate managedservice partners.

Hands-on Incident Resolution (50%)

• Actively troubleshoot and resolve L2 application support incidents across systems integrations and platforms.

• Monitor troubleshoot and enhance business applications and databases ensuring stability availability and performance.

Routing Vendor & Dependency Management

• Act as a routing manager ensuring efficient allocation of tickets to managed service partners for execution.

• Manage dependencies across applications integrations data platforms infrastructure and vendors.

Stakeholder Collaboration

• Collaborate closely with the Director of Architecture & Engineering Head of Engineering and Product Owners.

• Engage product and engineering teams to redirect items not suitable for the incident queue (e.g. defects enhancements).

Continuous Improvement & Incident Reduction

• Drive continuous improvement initiatives to reduce incident volumes and recurrence.

• Develop andmaintaina comprehensive knowledge base improving resolution times and user self-service capability.

Whoyou are:

• 6 years in an application support domain managing applications incidents across frontend backend DevOps and QA.

• Proven success delivering enterprise-grade software solutions in Agile/Scrum environments.

• Effective in cross-functional stakeholder engagement vendormanagementand risk management in complex program environments.

• System knowledge of applications captured in (refer: Core Technical Competencies) area.

• Technical knowledge and deepexpertisein front end technologies backend development DevOps and integration solutions as defined in (refer: Core Technical Competencies) area.

• 4 years of full-stack development experience.

• Experience with cloud-native applications.

To read more about the role pleaseclick here.

This is a full-time permanent opportunity with hybrid flexibility to work fromour Surry Hills Campus in Sydney and from home.

Why join us
Bold modern and agilewereAustralias fastest-growing university going from 164 students in 2014 to 40000 alumni across 115 countries and 2000 staff 2020Australian Financial Reviewnamed us one of the countrys most innovative companies. As we continue toestablishourselves as a truly global university we never lose sight of our student-centric approach. Supported by teams of passionate peopleyoullfind endless opportunities for professional development and career progression.

We are proud to be anequal opportunity employerandcommittedto creating an inclusive workplace.We do not discriminateon the basis ofrace colour religionageethnicitygender identity sexual orientationdisability or any other protected characteristic.

Weencourageapplications fromAboriginal and Torres Strait Islander peoples for all positions.

What we offer:
We support your personal passionsdevelopmentand wellbeing to make your working life a more rewarding experience. At

Torrens UniversityAustraliayoullbenefitfrom:

• Study free in a course/degree related to your position

• B Corp certified university valuesdrivenand purpose led

• Access to internal opportunities - Be supported to learngrowand move across the organisation

Hiring process:
We aim to provide you with the information you need at each stage of this process to help you present your best self.

If you have any accessibility requirements please contact your recruiter atfor confidential support. We are committed to ensuringan equitable barrier-free application process and have a Reasonable Adjustment Procedure in place to support you throughout the recruitment process.

To learn more aboutwhat makes Torrens University Australiaa great placeto work visit love to hear from you.

Jobreference:R30460

To ensure a fair and thorough review process applications for this role will close onFriday 26th June.

Please note we may close applications earlier should a suitable candidate beidentified. You can expect to hear from our Talent Acquisition team after this date with updatesregardingyour application.