A BIT ABOUT US
HUB24 Group (ASX:HUB) leads the wealth industry as the best provider of integrated platform, technology and data solutions, and we’re not done yet. At HUB24, we believe in the value of advice and by collaborating with the industry and leveraging our technology and data expertise, we’re helping to solve key challenges to enable the delivery of accessible financial advice and empower better financial futures for more Australians.
Our solutions include Australia’s best platform HUB24, leading SMSF software Class, and myprosperity’s innovative client portal technology.
HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)
We are looking for an Application Support Manager to join our team in Sydney or Melbourne or Brisbane. In this role, you will be responsible for developing and maintaining systems, standards, and processes to drive operational excellence, ensure high service availability, and promote continuous improvement. As a team leader, you will oversee the support of application services, responding promptly to alarms, incidents, and service requests. You will also take a proactive approach in monitoring and managing system stability, capacity, and performance.
What you will do as a Application Support Manager:
- Lead the Application Support teams to deliver timely, high-quality support services, including after-hours on-call assistance.
- Develop and continuously enhance an operational management framework for cloud and on-premise solutions, covering systems, standards, processes, and procedures.
- Plan and oversee the implementation of new services, establish operational acceptance criteria, and manage the transition of new technologies and platforms into production.
- Ensure the team's capability to proactively manage and continuously operate application services.
- Execute key ITIL/ITSM practices, such as Incident, Change, and Problem Management, while acting as an escalation point for technical issues.
- Ensure support tickets are completed on time with high-quality updates.
- Proactively monitor and manage alerts related to applications, overnight processes, and services.
- Create and deliver metrics, dashboards, and reports on service performance, budget, resource utilization, incident reviews, change schedules, asset allocations, and project plans.
- Conduct regular service reviews, providing performance reports, trend analysis, and recommendations for operational improvements.
- Maintain awareness of releases and enhancements to proactively manage application systems, ensuring stability and effective system maintenance.
- Analyze problems and trends to reduce the recurrence of application-related incidents.
- Manage GTS staff, including resource allocation, training, setting objectives, performance evaluations, and career development.
- Contribute to strategic initiatives and commercial opportunities through creative thinking and collaboration.
- Ensure compliance with policies, procedures, and regulatory requirements, while providing guidance on necessary revisions to avoid non-compliance.
What you'll need to succeed:
- Bachelor’s degree in Computer/Software Engineering or equivalent.
- 8-10 years of software technology experience, with 3+ years in a leadership role in Application Support.
- Proficient in Agile development methodology, with experience mentoring and coordinating engineers.
- Strong skills in analysis, design, troubleshooting, and operations/system planning.
- Extensive experience supporting Microsoft .NET applications on Windows Server, with deep knowledge of SQL, IIS administration, and C# debugging.
- Proficient in version control systems such as GIT.
- Demonstrates empathy and a solid understanding of client needs.
- Self-motivated, effective working independently or in teams.
- General knowledge of financial markets and platforms.
- Experience with Azure DevOps, CICD pipelines, and programming in C#, .NET, HTML, JavaScript, T-SQL, Vue.js, MVC, and MongoDB.
- Familiarity with cloud platforms like GCP, AWS, and Azure.
- Knowledge of SDLC best practices and methodologies.
- ITIL Certification in IT Service Management best practices.