Application Support Lead

TL;DR

Application Support Lead: Leading the production support and incident management strategy for critical insurance platforms with an accent on service reliability, vendor coordination, and continuous improvement. Focus on driving faster incident recovery, optimizing production stability, and fostering a culture of proactive operations within a large-scale technology transformation.

Location: Hybrid role, requires 3 days per week in the office in Australia.

Company

A global leader in the insurance industry, recognized as one of the world's most admired companies, focused on digital transformation and sustainable growth.

What you will do

• Act as the primary point of contact for major application incidents, managing escalations and post-incident reviews.
• Oversee service vendor performance, ensuring contract compliance and effective stakeholder communication.
• Drive production stability through trend analysis, problem management, and preventive technical actions.
• Collaborate with product and quality leads to enhance monitoring, deployment readiness, and ticket prioritization.
• Foster continuous improvement through automation and streamlined production operations.
• Manage software vendor support agreements, ensuring adherence to security standards and disaster recovery requirements.

Requirements

• Demonstrated experience in an application support or production support leadership role.
• Strong understanding of IT service management principles and incident management practices.
• Hands-on experience with ServiceNow, Jira, and Confluence.
• Exposure to modern observability, monitoring, or reliability engineering practices.
• Ability to lead complex incident resolution and influence stakeholders at all levels.
• Must be based in Australia and able to work in a hybrid model (3 days in office).

Culture & Benefits

• 5 weeks of annual leave plus 15 days of personal/carer’s leave.
• Hybrid working arrangement with a provided new starter e-voucher for home office setup.
• Annual wellbeing payment of AUD$500.
• Access to award-winning training programs and global mobility opportunities.
• Supportive, diverse, and inclusive environment with a focus on work-life balance.