IT Application Support, Manager

About the role

Own the day-to-day operations, support and ongoing improvement of our core business applications, including ERP and CRM platforms. You will lead a small support team, partner with business stakeholders and manage technology vendors to keep systems dependable, secure and fit for purpose. You will also oversee the responsible use of AI-enabled applications.

What you’ll do

• Lead application support: resolve incidents and requests promptly, prioritise by business impact, and fix root causes of recurring issues.
• Manage enhancements, changes, testing, UAT and releases, along with backup, disaster recovery and business continuity.
• Manage vendors, service levels, contracts and licences, and oversee system integrations, data flows and documentation.
• Monitor AI-enabled applications for incidents, output quality and configuration, and make sure inaccurate or inappropriate outputs get human review and escalation.
• Work with Cybersecurity and Data Governance on security and privacy requirements, and support audits, risk assessments and business continuity activities.
• Lead and develop the support team, and work with business teams to improve processes.

What you’ll bring

• Degree or diploma in IT or a related field, with 5 to 7 years in enterprise application support, operations or delivery.
• Experience leading a team, and a solid grounding in incident and change management, UAT, backup and disaster recovery.
• Experience managing vendors, contracts and licences, with a good understanding of system integration and business processes.
• Strong problem-solving and stakeholder skills, and the ability to explain technical issues in plain language.
• Advantages: healthcare, community care or social service experience, and an ITSM or project management certification.

Account Manager

Jason He Runfeng

EA License No: 16S8107

EA Personnel Registration No: R25157533