Enterprise Application Support Manager - Justice-Tech

About the role

A global enterprise software vendor serving justice and corrections environments is looking for an Enterprise Application Support Manager to lead its technical application support team across ANZ. The role sits in Adelaide with hybrid office arrangements and combines people leadership with deep technical knowledge of SQL Server, T-SQL, Windows Server and IIS.

Key responsibilities

• Lead, coach and develop the solutions support engineering team, set expectations and build technical capability.
• Manage workloads across support tickets, incidents, projects and planned activities.
• Own service performance through SLAs, KPIs, backlog management and customer feedback.
• Lead major incidents and customer escalations, coordinating engineers, developers, customer IT teams and infrastructure providers.
• Provide technical guidance across applications, databases, servers, integrations and connected devices.
• Ensure production changes, application configuration and data fixes are controlled, validated and documented.
• Build trusted customer relationships, lead service reviews and turn incident findings into preventative actions, documentation, training and product improvements.
• Work with Development, Product, Projects and Business Development, including technical support for pre-sales, and support releases, upgrades and customer implementations with occasional onsite visits and on-call involvement.

Required profile

• Experienced technical support leader who enjoys developing people and staying engaged with the supported technology.
• Background such as a software vendor, complex enterprise application environment or similar setting.
• Experience leading technical support engineers or a comparable customer-facing technical team.
• Strong people leadership, including coaching, performance management and development.
• Substantial grounding in technical application support and complex troubleshooting.
• Current driver's licence, willingness to visit customer sites and ability to obtain and maintain police and security clearances.

Required skills

• Good working knowledge of Microsoft SQL Server and T-SQL.
• Practical understanding of Windows Server and IIS, including services, application pools, configuration and logs.
• Understanding of APIs, data synchronisation, networking and application connectivity (DNS, ports, firewalls, HTTPS certificates).
• Experience managing major incidents, escalations and service performance.
• Structured approach to incident, problem and change management.
• Valuable: complex ERP or enterprise software experience, security-controlled environments, multi-site customers, distributed international teams, and technical pre-sales experience.

What we offer

• Competitive salary plus annual bonus scheme.
• Flexible hybrid working in Adelaide.
• Ownership of the ANZ Technical Support Engineering function and professional development in technical and leadership areas.