Application Service Manager

**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)

**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.
- 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.
- 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 utilisation, 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.
- 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.
- 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.
- Proficiency in programming languages such as C#,.NET, HTML, JavaScript, T-SQL, Vue.js, MVC, MongoDB, and awareness of a wide range of other languages, development tools, and methodologies is highly advantageous.
- 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 STORY**

We think creatively and we’re not constrained b