Application Service Manager

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A BIT ABOUT US
HUB24 Group (ASX: HUB) leads the wealth industry as the best provider of integrated platform, technology and data solutions, and we're not done yet.

At HUB24, we believe in the value of advice and by collaborating with the industry and leveraging our technology and data expertise, we're helping to solve key challenges to enable the delivery of accessible financial advice and empower better financial futures for more Australians.

Our solutions include Australia's best platform HUB24, leading SMSF software Class, and myprosperity's innovative client portal technology.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB).

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.

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 solutions.
Develop 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 utilization, incident reviews, change schedules, asset allocations, and project plans.
Define 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 health.
Collaborate 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.
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.

Benefits and Perks:
Employee Share Scheme: Receive tax-free shares on an annual basis (permanent employees only).
Unlimited Access to internal and external learning: Learn, grow, and develop with us.
Added purchase and bonus leave: Purchase 2 extra weeks of additional leave per year on top of your standard 4 weeks, plus an extra 5 days if you use your 20 days of leave within 12 months.
Volunteer Day: 1 day Volunteer Day to use on your charity of choice.
Enhanced Parental Leave: We offer 12 weeks of paid parental leave in addition to statutory government leave.
Flexible Working: We offer hybrid working arrangements.
HUBlife: Enjoy a huge range of discounts including health, wellness, and financial with our corporate partner.
Employee Assistance Program: Well-being Service provided to you plus your family members.
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!

As part of our process, a police check will be conducted on all successful candidates.
* Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 Circle Back Initiative 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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