Product Operations Manager

• Lead L2/L3 application support and operations for business-critical software
• Own incident management, production releases and service improvements
• Drive technical team performance and collaborate with product engineering

We are seeking an experienced Product Operations Manager to lead L2/L3 application support, incident and problem management, and production software releases. Drive application stability, continuous improvement and operational excellence while leading a technical team and collaborating with Product and Engineering teams. Experience with Azure, OutSystems and ITIL is highly regarded.

Responsibilities:

• Leading and overseeing Level 2 and Level 3 application and product support across business-critical software environments.
• Managing production incidents, escalations and complex application issues to maintain system availability and performance.
• Driving Incident and Problem Management activities, including root cause analysis, permanent remediation and continuous improvement.
• Coordinating and overseeing production software releases, ensuring deployment readiness, appropriate approvals and effective rollback or recovery procedures.
• Monitoring application performance and identifying opportunities to improve system reliability, supportability and customer experience.
• Collaborating with software development, product and platform engineering teams to investigate defects and implement sustainable solutions.
• Establishing and maintaining effective operational processes, support arrangements and service management practices.
• Leading, mentoring and developing technical support professionals to build a high-performing and collaborative team.
• Working with stakeholders to ensure operational risks, service levels and compliance requirements are effectively managed.

Skills and Experience:

• 7+ years' experience in application support, product operations, technical operations or a related discipline, including at least 3 years in a leadership position.
• Strong experience managing Level 2 and Level 3 support for customer-facing or business-critical applications.
• Demonstrated expertise in Incident, Problem and Release Management, including major incidents and production issue resolution.
• Experience coordinating software deployments, production changes and operational readiness activities.
• Strong understanding of ITIL frameworks, service management principles and SLA-driven environments.
• Experience supporting cloud-based and low-code application environments, ideally including Microsoft Azure and OutSystems.
• Proven ability to work closely with software engineering and product delivery teams to improve application supportability.
• Strong troubleshooting, stakeholder engagement and communication skills.
• Demonstrated experience leading and developing technical teams.

Apply now or reach out to Ivan Aureus at 0480 806 152 for a chat.