Head of Application Support

Head of Application Support

**The role**

You will be responsible for leading all aspects of the operational infrastructure and delivery of Frankie's SaaS customer-facing systems. You'll be responsible for ensuring that our distributed systems in production are running at scale, supporting and supervising our rapidly growing platform. You'll utilize metrics to plan, implement, automate, and continually improve processes that lead to an improvement in overall MTTR. Our managed financial systems aggregation platform offers up services as RESTful APIs, embeddable web components and a user portal, so you'll need to be able to work with integration engineers and business users alike.

If you thrive in a dynamic environment, enjoy problem-solving, and have a take-charge personality, we want to hear from you

**Your ticket to success**

**Technical Leadership & Problem-Solving**
- Lead the **Application Support function**, ensuring issues are identified, investigated, and resolved efficiently.
- Troubleshoot complex technical problems, analyzing processes, logs, and code to uncover root causes.
- Work with customers to help **identify, capture, and resolve issues** from detection to resolution.
- Work with the **engineering team** to identify and address common problems for both customers and internal teams-your insights will directly shape the **product and roadmap**.
- Work with **client developers** to help them integrate into our platform and provide feedback on the best use of our services.
- Work as part of the **implementation team** to onboard new customers and ensure correct setup.

**Incident Management & Resolution**
- Supervise and **coordinate customer incidents**, ensuring smooth tracking from detection to resolution.
- Manage **major incidents and critical issues**, contributing to post-incident reviews and ensuring follow-through with action plans.
- Provide **incident leadership**, ensuring the right expertise is engaged at the right time.
- Work with your peers across the organization to **handle customer-critical issues, incidents, and dependent release activities**.
- Act as a **liaison between Operations, Customer, Product, Development, and leadership** for new processes, tools, and knowledge transfers.

**Configuration & System Administration**
- Work within Linux environments, utilizing command-line tools to manage and troubleshoot systems effectively.
- Leverage logging and monitoring tools like **AWS CloudWatch, Datadog,**or similar to diagnose and resolve system issues.

**API & Database Troubleshooting**
- Utilize **Postman, SOAPUI, or similar tools** to test and debug APIs.
- Query SQL and NoSQL databases to analyze data and identify patterns in incidents.
- Develop scripts to automate common troubleshooting tasks.

**Automation, Efficiency & Best Practices**
- **Drive automation and software-defined approaches** to reliability, availability, and change management.
- Work closely with Operations teams to **drive efficiencies**, including developing internal tools, runbooks, and advising on best practices.
- **Enhance and create playbooks** for current and future colleagues to streamline issue resolution.
- Represent the **TechOps team in meetings** regarding process changes and make recommendations for new procedures.

**Team Coordination & Leadership**
- **Coordinate TechOps engineers** and ensure tasks are performed effectively during each shift.
- **Mentor and coach new team members**, helping them develop technical and operational expertise.

**You Have**- **2-4 years in a leadership position** with hands-on experience managing a technical support or operations team.
- Strong background in **Systems Administration or Technical Operations**.
- Deep understanding of **configuration management** and best practices.
- Expertise in **Linux environments**, with proficiency in command-line tools.
- Experience with **logging and monitoring tools** like **AWS CloudWatch, Datadog, ELK stack**, or similar.
- Hands-on experience working with APIs and testing tools like **Postman** or **SOAPUI**.
- Ability to **query databases** (SQL & NoSQL) to investigate issues.
- **Scripting knowledge** (e.g., Bash, Python) to automate investigative processes.
- Strong interpersonal and communication skills, with a **collaborative mindset**.
- A calm and collected demeanor under pressure, with the ability to lead through **high-stakes incidents**.
- A results-driven approach, with a **take-charge attitude** to ensure issues are resolved effectively.

Department Operations Locations Sydney Remote status Hybrid

Job ID YAa8wmhv7bSm