Application Support Lead

Job Purpose:

You will be responsible for managing the day to day for application support team, providing technical guidance, coaching, and mentorship to team members to deliver high-quality support services for our business-critical applications. Your expertise in application support, leadership, and communication will be essential in driving team performance, improving processes, and ensuring customer satisfaction.

Knowledge, Skills & Experience:

·       Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences

·       Act as escalation point for application support issues

·       Lead, train, and mentor a team of application support analysts to ensure excellent customer service and technical support

·       Provide technical expertise and guidance to the team, ensuring they have the knowledge and skills to resolve complex technical issues

·       Handle escalated technical issues that cannot be resolved by the application support team, working closely with other technical teams as needed

·       Oversee the management of application support tickets, ensuring timely and effective resolution of incidents, problems and requests

·       Participate in post incident & post-implementation reviews, identifying lessons learned and areas for improvement

·       Collaborate with cross-functional teams, including development, infrastructure, and quality assurance, to ensure seamless application support

·       Collaborate with stakeholders to develop and improve technical documentation, including SOPs (Standard Operating Procedures), test plans, configuration and troubleshooting guides

·       Ensure knowledge transition from development and project teams prior to product releases. Update existing documentation as needed

·       Identify, prioritize, and lead application support initiatives, projects, and process improvements

·       Analyze application performance metrics, identifying areas for optimization and improvement

·       Continuously evaluate and improve processes, procedures, and documentation to enhance efficiency, productivity, and customer satisfaction

·       Develop and implement training programs to enhance the technical skills and knowledge of the support team

·       Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed

·       Work in a round-the-clock shift model providing 24/7 support. Participate in on-call rotations on holidays and weekends

·       Support auditing requirements

·       Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices

·       Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities

Specific Responsibilities:

·       5-7 years of experience in development or application support, with at least 2 years of leadership experience

·       Excellent problem-solving, analytical, and troubleshooting skills

·       Critical thinking and ability to reverse engineer when documentation and knowledge about the impacted component is unavailable or limited

·       Strong prioritization skills based on business needs, processes and communication

·       Strong scripting skills (e.g., PowerShell, Bash, Perl)

·       Cloud Skills (AWS, Azure & GCP): Hands-on experience supporting applications across AWS, Azure, and Google Cloud Platform (GCP), including compute (EC2/VMs), containers (Docker, Kubernetes — EKS/AKS/GKE), serverless (Lambda/Azure Functions/Cloud Functions), and PaaS workloads.

      Proficient in cloud networking (VPC, subnets, load balancers, DNS, firewalls), IAM/RBAC, storage (S3/Blob/Cloud   Storage), and cloud-native databases (RDS, Azure SQL, Cloud SQL). Skilled in observability/logging stacks   (CloudWatch, Azure Monitor, GCP Operations Suite, Splunk, ELK, Grafana/Prometheus) for proactive monitoring   and RCA, with exposure to IaC (Terraform, CloudFormation, ARM/Bicep) and CI/CD pipelines (Jenkins, Azure   DevOps, GitLab CI). Multi-cloud experience strongly preferred.

·       Experience with database management systems (e.g., SQL Server, PostgreSQL, MySQL, MongoDB, Oracle)

·       Strong communication and interpersonal skills, with ability to work with technical and non-technical stakeholders

·       Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines

·       Strong technical skills in one or more programming languages (e.g., Java, .NET, Python)

·       Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.

Good to Have:

·       ITIL certification or knowledge of IT service management best practices

·       Experience with agile development methodologies (e.g., Scrum, Kanban)

·       Experience with DevOps tools and practices

Other Contextual Information/Special Features:

This team supports our global environment (Australia, UK, Canada, South Africa), these open vacancies primarily will support Australia so shift times will be between 6pm - 3am SAST. 

This position is fully remote.