Enterprise Application Support Manager - Justice-Tech
Location: Adelaide / Hybrid
Job Function: Technology Software Support
Salary: Negotiable on
experience
Job #: 2078
Lead the technical application support team across ANZ for a global enterprise software vendor
Combine people leadership with technical depth across SQL Server, T-SQL, Windows Server and IIS
Hybrid Office WFH | Competitive salary + annual bonus | Shape and develop the application support function
Company
Our client is an established global software vendor delivering business-critical technology into justice and corrections environments.
Its platforms support complex security sensitive daily operations, including prisoner management, self-service, communications, financial transactions, visits, scheduling and case management. These are substantial enterprise systems supporting essential public services across Australia and New Zealand.
With a strong Australian presence and experienced colleagues in the UK, the business combines the technical depth of an international software company with the autonomy and influence available within a smaller local team.
Role
Lead, coach and develop the solutions support engineering team, setting clear expectations and building technical capability.
Manage workloads across support tickets, incidents, projects and planned activities.
Own service performance through SLAs, KPIs, backlog management and customer feedback.
Lead major incidents and customer escalations, coordinating engineers, developers, customer IT teams and infrastructure providers.
Provide technical guidance across applications, databases, servers, integrations and connected devices.
Ensure production changes, application configuration and data fixes are controlled, validated and documented.
Build trusted customer relationships and lead service reviews with clear reporting and practical improvement plans.
Turn recurring issues and incident findings into preventative actions, better documentation, training and product improvements.
Work with colleagues across Development, Product, Projects and Business Development, including technical support for pre-sales activities.
Support releases, upgrades and customer implementations, with occasional onsite visits, on-call involvement and collaboration with UK colleagues outside standard hours.
You
You’re an experienced technical support leader who enjoys developing people and remains engaged with the technology your team supports.
Your background could include a software vendor, complex enterprise application environment or another setting where reliable systems, disciplined troubleshooting and clear customer communication are essential.
You’ll bring:
Experience leading technical support engineers or a comparable customer-facing technical team.
Strong people leadership skills, including coaching, performance management and development.
A substantial grounding in technical application support and complex troubleshooting.
Good working knowledge of Microsoft SQL Server and T-SQL, with the ability to understand and challenge investigations involving queries, data discrepancies and application behaviour.
Practical understanding of Windows Server and IIS, including services, application pools, configuration and logs.
An understanding of APIs, data synchronisation, networking and application connectivity, including DNS, ports, firewalls and HTTPS certificates.
Experience managing major incidents, customer escalations and service performance.
The judgement to distinguish between application, data, configuration, integration and infrastructure issues.
Clear communication with technical specialists, senior stakeholders and non-technical customers.
A structured approach to incident, problem and change management, with sound judgement around sensitive information and production systems.
Experience supporting complex ERP or other enterprise software, security-controlled environments, multi-site customers or distributed international teams would be valuable. Technical pre-sales experience, including demonstrations and presentations, would also be useful.
You’ll need a current driver’s licence, willingness to visit customer sites and the ability to obtain and maintain the required police and security clearances.
Benefits
Competitive salary plus annual bonus scheme.
Flexible hybrid working arrangements in Adelaide.
Ownership of the ANZ Technical Support Engineering function and the opportunity to shape its development.
A role combining people leadership, technical involvement and senior customer relationships.
Exposure to a broad enterprise platform supporting complex operational environments.
Collaboration with experienced technical colleagues in Australia and the UK.
Professional development across both technical and leadership disciplines.
Meaningful work supporting essential public services.
To apply for this exciting opportunity, click the 'APPLY' button below.
Confidentiality is assured. Your resume will not be forwarded without your prior knowledge and consent. For more quality career opportunities, visit http://ludtec.com.au
