Application Service Manager

A BIT ABOUT US Class is a subsidiary of HUB24 Limited (ASX:HUB), a leading provider of integrated platforms, technology and data solutions for financial advisers, accountants, private banks, licensees, stockbrokers and their clients.
HUB24 delivers innovative product and technology solutions to empower better financial futures, together.
But it's not just about what we do.
It's about empowering the wealth industry to change peoples' lives for the better.
We believe that nothing happens in isolation, so we work together and collaborate with our customers and the industry, building confidence.
The Application Services Manager will develop and maintain systems, standards, processes, and practices that deliver Application Support and Site Reliability Engineering (SRE) objectives.
These practices will promote operational excellence, ensure high service availability, and drive continuous improvement.
This role leads a team responsible for supporting application services, responding to alarms and incidents, managing service requests, and proactively monitoring system stability, capacity, and performance in alignment with SRE principles.
As a member of the Group Tech Services (GTS) Management team, this role provides strategic guidance and leadership while contributing to the development and execution of the Group Technology strategy.
The Application Services Manager also plays a critical role in supporting application services through effective escalation management, leading rapid recovery efforts from incidents, and ensuring that systems and services consistently exceed requirements, customer expectations, and Service Level Agreements (SLAs).

What you will do as a Application Service Manager:Lead the Application Support teams to provide timely and quality support services (including after-hours on-call support)Direct the development and continuous improvement of an operational management framework, including systems, standards, processes and procedures, across a range of cloud and on-premise solutionsDevelop plans for implementing new services, define criteria for operational acceptance, and oversee the transition of new technologies, platforms and services into production operations.Manage the team's operational capability and oversee the proactive management and continuous operation of application services.Perform key ITIL/ITSM practices, including Incident, Change and Problem Management, and be a point of escalation for all contracted HUB24 technology issues, including out-of-hours events.Manage support tickets ensuring timely and diligent completion and that updates are regular and of a consistently high quality standard.Ensure all alerts related to application, overnight jobs and services are proactively monitored and managed.Oversee the development and maintenance of playbooks and runbooks to ensure quality for complex processes and rapid incident recovery.Develop, maintain and produce metrics, dashboards and reports, including service performance, budget performance, resource utilisation, incident reviews, change schedules, asset allocations and project plansDefine and implement measurable SLOs for key system metrics such as availability, latency, error rate, and throughput.
Continuously monitor SLOs to identify trends and potential issues.Define and track SLIs that measure the performance and reliability of critical system components.
Use SLIs to inform SLOs and provide actionable insights into system healthCollaborate with internal and external stakeholders to establish SLAs that outline service level commitments and responsibilities.Ensure that SLAs are aligned with established SLOs and SLIs.Review toil, including recurring service requests, to identify opportunities for automation.Conduct regular service reviews, providing performance reports, trend analysis, expert insight and recommendations for operational improvements.Display a proactive approach in the maintenance of application systems including awareness of releases and enhancement requirements and the impact these have on system maintenance and operational stability.Analyse problems and trends to reduce the overall number of incidents related to application problems.Provide management of GTS staff, including resourcing, training, setting objectives, performance appraisals and career development.Demonstrate creative conceptual thinking and collaborate in the development and execution of strategic initiatives and commercial opportunities.Ensure adherence to all policies, procedures and regulatory requirements, including the effective and timely use of all internal systems and advising on policy and procedural revisions to prevent noncompliance.What you'll need to succeed:Bachelor's degree in Computer/Software Engineering or a related field.A minimum of 8 years of experience in software-related technology, with at least 3 years in a leadership role focused on Application Support (or equivalent experience).Familiarity with Agile development methodologies.Experience coordinating and mentoring engineers.Strong analytical, design, and troubleshooting skills.Exceptional analytical abilities and conceptual thinking pertaining to operations and system planning.Extensive experience in supporting Microsoft .NET applications on Windows Server.In-depth knowledge of SQL and IIS administration.Comprehensive understanding of C# debugging.Familiarity with Version Control Systems, particularly GIT.Solid understanding of SRE principles and key performance indicators, including SLIs, SLOs, SLAs, and Error Budgets.Proficiency in leading practices and tools related to observability.Demonstrated empathy and a solid understanding of client needs.Self-motivated with the ability to work effectively both independently and as part of a team.Preferred Skills and Knowledge:
General knowledge of financial market operations and the financial platform industry.Experience with CI/CD pipelines using Azure DevOps and/or GitHub.Proficiency in programming languages such as C#, .NET, HTML, JavaScript, T-SQL, Vue.js, MVC, MongoDB, and awareness of a wide range of other languages, development tools, and methodologies is highly advantageous.Familiarity with cloud platforms including Google Cloud Platform (GCP), Amazon Web Services (AWS), or Microsoft Azure.Understanding of the Software Development Lifecycle, including best practices and methodologies.ITIL Certification. The HUB24 Talent Acquisition team is overseeing the management of this role, and we kindly request that Recruitment Agencies refrain from submitting unsolicited resumes or applications. THE CLASS STORY At Class, our vision is to reimagine a simpler, more automated world for our customers through innovation and technology leadership.
We reimagine solutions through the smart application of technology to make processing and data connection painless and by simplifying complex customer problems.
Benefits and Life at HUB24Learn more about our employee benefitsHERE.
Check out why our people love working at HUB24 We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so.
If you don't feel you fit this role 100%, we would still love to hear from you.
Tell us what you're interested in - you still might have a skill we didn't realise we needed
The Recruitment Process: - Acknowledgement email once your application has been submitted.
- Our Talent team will start reviewing your application, if unsuccessful you will be notified.
- If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
- If you're a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
- Should you require any accommodations to the recruitment process, please contact ****** and one of our team will be in touch.
- Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team.
Depending on the role, there may be more than two interviews.
- Communication of outcomes to successful and unsuccessful candidates and feedback provided.
*As part of our process, a police check will be conducted on all successful candidates*.
Further details on ourHUB24 Group Recruitment Privacy Collection noticecan be found here. 2024 CircleBackInitiative Employer – we commit to respond to every applicant. Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list.
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