Application Support Manager

Who we are? 
At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.  
 
Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do.  
 
What’s the job? 

The role of the Application Support Manager to lead the operational management of application support services and the L2 incident support function. This role is responsible for triaging, prioritising, and managing the application incident queue, ensuring efficient routing to managed service partners while maintaining a strong hands-on contribution to incident resolution. 

The role operates within a joint delivery model, acting as the key bridge between internal engineering, product teams, and external managed service providers. The role will dedicate approximately 50% of their time to hands-on incident resolution, while driving service improvements, operational excellence, and incident reduction strategies. 
 

Principle accountabilities: 

Incident Management & L2 Support Leadership 

• Lead application incident management and delivery of the L2 support incident queue.  

• Act as the primary owner of incident triage, prioritisation, and routing to appropriate managed service partners.  

Hands-on Incident Resolution (50%) 

• Actively troubleshoot and resolve L2 application support incidents across systems, integrations, and platforms.  

• Monitor, troubleshoot, and enhance business applications and databases, ensuring stability, availability, and performance.  

Routing, Vendor & Dependency Management 

• Act as a routing manager, ensuring efficient allocation of tickets to managed service partners for execution.  

• Manage dependencies across applications, integrations, data platforms, infrastructure, and vendors.  

Stakeholder Collaboration 

• Collaborate closely with the Director of Architecture & Engineering, Head of Engineering, and Product Owners.  

• Engage product and engineering teams to redirect items not suitable for the incident queue (e.g., defects, enhancements). 

Continuous Improvement & Incident Reduction 

• Drive continuous improvement initiatives to reduce incident volumes and recurrence.  

• Develop and maintain a comprehensive knowledge base, improving resolution times and user self-service capability. 

Who you are: 

• 6+ years in an application support domain, managing applications incidents across frontend, backend, DevOps, and QA. 

• Proven success delivering enterprise-grade software solutions in Agile/Scrum environments. 

• Effective in cross-functional stakeholder engagement, vendor management and risk management in complex program environments. 

• System knowledge of applications captured in (refer: Core Technical Competencies) area. 

• Technical knowledge and deep expertise in front end technologies, backend development, DevOps, and integration solutions as defined in (refer: Core Technical Competencies) area. 

• 4+ years of full-stack development experience. 

• Experience with cloud-native applications. 

To read more about the role please click here. 

This is a full-time permanent opportunity with hybrid flexibility to work from our Surry Hills Campus in Sydney and from home. 

 
Why join us?  
Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, Australian Financial Review named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find endless opportunities for professional development and career progression.  

We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.  

We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.  

 
What we offer: 
We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At  

Torrens University Australia, you’ll benefit from:     

• Study free in a course/degree related to your position     

• B Corp certified university – values driven, and purpose led 

• Access to internal opportunities - Be supported to learn, grow and move across the organisation       

 
Hiring process: 
We aim to provide you with the information you need at each stage of this process to help you present your best self.  

If you have any accessibility requirements, please contact your recruiter at Nikeey.silwal@torrens.edu.au for confidential support. We are committed to ensuring an equitable, barrier-free application process and have a Reasonable Adjustment Procedure in place to support you throughout the recruitment process. 
 
To learn more about what makes Torrens University Australia a great place to work, visit https://www.torrens.edu.au/blog. 
 
We’d love to hear from you. 

Job reference: R30460 

To ensure a fair and thorough review process, applications for this role will close on Friday 26th June.

Please note, we may close applications earlier should a suitable candidate be identified. You can expect to hear from our Talent Acquisition team after this date with updates regarding your application.