Application Operations Manager


Perth CBD | Permanent role | Microsoft Gold Partner & Dynamics Inner Circle 2018/19 | 10x MVPs | Fun, social culture | Flexible working

This is a rare opportunity to join Empired's Lifecycle services business unit as an Applications Support Manager. You'll be joining some of Australia's best and brightest professionals, led by highly engaged leaders; and backed by a supportive executive management team. Based in the Perth CBD working with a very significant customer, this is a great opportunity for a suitably experienced professional to leverage existing technical and leadership experience.

About Empired:
• With 1,000 professionals across 4 countries, we're a big company with a small feel – we are a welcoming, connected 'family' with a personal approach
• We provide ongoing support and development for your future career growth
• We make sure you are connected to your colleagues with the latest technologies
• Our offices are trendy and modern, with the latest technology and ergonomic equipment
• We have an awesome social calendar – weekly social gatherings, team sports events
• We focus on health and wellbeing, including a flexible Work from Home program, sporting teams, discounted health insurance and much more!
• We have a fantastic reward and recognition program
• We’re a Microsoft Gold Partner!
• Deloitte Technology Fast 50 two years running!
• With 10+ MVPs you’ll learn and work with the industry's brightest leaders

What you will be doing:

The Application Support Manager is responsible for the operational aspects of delivering application support to a major Empired client.  You will lead and manage a team of highly skilled people in delivery of the services.  Working in conjunction with the Service Delivery Manager you will be responsible for the ongoing delivery, optimisation, stability, and continuity of the managed service as per the agreed Service Level Agreement (SLA) and Statement of Work.

• Accountable for Tactical and Operational delivery of the managed service;
• Escalation for operational issues;
• Day to day contact point for client peers;
• Performance reporting;
• Manage change control;
• Reporting progress to relevant parties;
• Manage teams to achieve agreed SLA;
• Identifying risks and driving activities to mitigate those risks;
• Identifying continual service improvement opportunities;
• Service Level Management - Monitoring of performance against agreed SLAs;
• First point of escalation for operational issues;
• Provide day to day leadership to the delivery team(s);
• Coordinating corrective action to improve service levels;
• Management of small enhancements delivery;
• Coordinating interaction with staff and stakeholders.
What you'll need to be successful:

• Demonstrated experience working in as a lead in IT Support.
• Hands on technical experience personally providing application support and performing application support tasks.
• Strong troubleshooting skills.
• Experience supporting online Support systems.
• Good ability to perform troubleshooting tasks.
• Demonstrated experience proving business to business and business to customer support services.
• Good experience supporting IIB or MQ Middleware's.
• Understanding of 'n-tier' architectures, strategies, standards and solutions.
• Good understanding of end-to-end network infrastructure.
• Good hosting's understanding e.g. Windows and Linux.
• Demonstrated understanding of ITIL practices and standards.

Apply now for your chance to be part of our journey!

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