Production Support Manager

4 weeks ago

Sydney, Australia GBST Full time

Posted: 16/03/2023

Closing Date: 15/04/2023

**Job Type**: Permanent - Full Time

Location: Sydney

Job Category: Information Technology
- Sydney, Melbourne or Wollongong location

**Start your tomorrow with us**

GBST is a leader in providing technology to the growing financial services industry. We are investing heavily in the future of our organisation, our technology and, most importantly, our teams.

You will lead the Production Support Team for Wealth Management Australia, working closely with our clients. You will be solutions focused managing incidents and escalations aligning with our contractual SLA’s.

Your people leaderships and stakeholder skills will be instrumental to driving the team to success. You will be able to make the role your own niche in the company transitioning the division to a software service model.

If you are looking for an exciting role where you can work with experienced people and take them on our next journey - we want to hear from you

**What you'll be doing**:

- Managing submitted support requests from GBST Wealth Management Australia clients, ensuring issues are assigned to the correct resource(s).
- Orchestrating and manage support releases.
- Providing weekly/fortnightly/monthly summary reports of client submitted issues for both internal and external stakeholders.
- Managing/Own internal support environments and associated costs.
- First point of contact for the AU hosted services. Triage and manage client hosting requests (i.e. (User access, custom code deploys, general queries etc.).
- Managing a high performing team through engaging leadership, coaching and mentoring.

**Desired Skills and Experience**:
**Do you have what it takes? You’ll need**:

- Proven experience in front line client escalation and/or client support role working in Wealth Management
- Excellent organisational skills, coupled with a general understanding of the project life cycles, project documentation, project standards and methodologies
- Strong time management skills, including a strong track record of meeting deadlines while successfully prioritising work requests
- Produces quality documentation with accuracy and attention to detail
- Demonstrates initiative and ability to investigate and resolve issues
- Excellent communication skills (both verbal and written)
- Proven ability to build and maintain successful relationships, both internally and externally
- Demonstrable success in implementing process improvements that drive efficiency and effectiveness.

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