Production Support Manager

We are AUSIEX With over 25 years of experience in the local market and the backing of a multinational trading technology powerhouse, we're AUSIEX. We specialise in equities execution, clearing & settlement services, and equities administration for financial intermediaries. Since We've used our deep, local expertise to deliver solutions that seamlessly connect our clients to markets. We are powered by Nomura Research Institute (NRI), a global leader in technology and operations services. We're infusing NRI's proven technology capability and tradition of innovation, with our trusted trading solutions and local market expertise. See yourself in our team The AUSIEX technology team is responsible for delivering solutions that provide market value and keep that technology running smoothly, in order to help secure and enhance the financial wellbeing of our clients and customers. The following teams report to the Production Support Manager : Service Manager Application Support Analyst(s) Application Support Engineer(s) Offshore specialised support teams 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 in observability, automation, and release quality. Operating within an ASX / ASIC‑regulated context and audit requirements, this role safeguards market‑facing reliability while coaching a distributed team to high performance. What will you be doing The Production Support Manager is responsible for ensuring the stability and reliability of AUSIEX's business‑critical applications across Production and UAT environments. This role oversees software release governance, major incident management, and Level 2 / 3 application support to minimize downtime and maintain compliance with ITIL best practices. The manager drives service performance against SLAs, leads process improvement initiatives, and acts as the primary point of contact for operational updates and stakeholder engagement. Release Management Manage software releases across multiple environments. Ensure all releases comply with change management policies and minimize 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 optimize release, incident, and support processes. Ensure adherence to ITIL best practices and organizational 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. We'd love to hear from passionate people who have Successful candidates will bring proven experience in production support and IT service delivery, with strong knowledge of incident, release, and change management under ITIL frameworks. They will demonstrate hands‑on expertise with Jira Service Management, excellent troubleshooting skills, and the ability to manage priorities in a fast‑paced, regulated environment. Strong communication and stakeholder engagement are essential. Essential 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, with a focus 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 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. Qualifications 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. Together, we continue to build an inclusive culture that enables, values and celebrates the diverse opinions of our employees. If you need assistance or adjustments to fully participate in the application / interview process, please contact " #J-18808-Ljbffr