Production Support Manager

Production Support Manager – Sydney Location: Sydney (remote option Perth) Company: AUSIEX – an equities execution, clearing & settlement services provider backed by Nomura Research Institute. We specialise in providing market‑connected solutions for financial intermediaries in a regulated environment. What Will You Be Doing The Production Support Manager ensures the stability, resilience and compliance of AUSIEX’s business‑critical trading and internal applications. The role leads operational support across Production and UAT, governs incident and change lifecycles, and drives continuous improvement of observability, automation and release quality. Release Management Manage software releases across multiple environments. Ensure all releases comply with change management policies and minimise service disruptions. Validate release readiness and rollback plans. Incident Management Act as the primary escalation point for major incidents, ensuring timely resolution and communication. Lead root cause analysis (RCA) and implement corrective actions to prevent recurrence. Maintain incident logs, track trends and produce regular incident performance reports. Drive continuous improvement in incident response processes to reduce Mean Time to Resolution (MTTR). Software Application Support Provide Level 2/3 support for business‑critical applications, ensuring minimal downtime. Troubleshoot and resolve complex technical issues, escalating to vendors when necessary. Monitor application performance and proactively address potential issues. Service Delivery Oversight Monitor service performance against SLAs and KPIs, ensuring compliance and quality. Coordinate with internal teams and external vendors to maintain consistent service standards. Prepare and present service delivery reports to senior stakeholders. Process Improvement & Governance Identify and implement opportunities to optimise release, incident and support processes. Ensure adherence to ITIL best practices and organisational governance frameworks. Contribute to policy development for service delivery and operational excellence. Stakeholder Engagement Serve as the key point of contact for service delivery updates and escalations. Communicate effectively with business units, ensuring transparency and alignment on priorities. Essential Qualifications Proven experience in production or application support management within a complex IT environment. Strong knowledge of incident management, release/change governance and ITIL frameworks. Hands‑on experience with Jira Service Management, including workflow optimisation and service catalog. Proficiency in incident, problem and change management processes, focusing on reducing MTTR and improving change success rates. Excellent analytical, troubleshooting and decision‑making skills under pressure. Strong communication and stakeholder engagement abilities, including major incident command. Ability to prioritise and manage multiple operational demands in a fast‑paced, regulated environment. Desired Skills Familiarity with capital markets, market data flows and ASX/ASIC regulatory context. Exposure to Elastic/ELK, ManageEngine and modern observability practices. Practical experience in automation for deployment validation and incident remediation (e.g., canary, smoke tests, run‑book automation). Knowledge of vulnerability management workflows (Tenable) at the application layer. Educational & Professional Requirements Bachelor’s degree in Information Technology, Computer Science or related field. ITIL Foundation or higher certification (ITIL v4 preferred). Experience with cloud platforms (AWS) and familiarity with DevOps tools for release orchestration. We want to help grow your skills and develop your career with us If this sounds like you – apply today. Inclusion and diversity are part of who we are. We build an inclusive culture that enables, values and celebrates the diverse opinions of our employees. For assistance or adjustments to fully participate in the application/interview process, please contact . Website: | LinkedIn: AusIEX #J-18808-Ljbffr