ApplicationSupportManager

**Who we are?** **At Torrens University Australia,** making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams. Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do _. _ **What’s the job?** The role of the Application Support Manager to lead the operational management of application support services and the L2 incident support function. This role is responsible for triaging, prioritising, and managing the application incident queue, ensuring efficient routing to managed service partners while maintaining a strong hands-on contribution to incident resolution. The role operates within a joint delivery model, acting as the key bridge between internal engineering, product teams, and external managed service providers. The role will dedicate approximately 50% of their time to hands-on incident resolution, while driving service improvements, operational excellence, and incident reduction strategies. **Principle accountabilities:** **Incident Management & L2 Support Leadership** * Lead application incident management and delivery of the L2 support incident queue. * Act as the primary owner of incident triage, prioritisation, and routing to appropriate managed service partners. **Hands-on Incident Resolution (50%)** * Actively troubleshoot and resolve L2 application support incidents across systems, integrations, and platforms. * Monitor, troubleshoot, a