Applications Support Lead

Role Summary:

The Applications Support lead will supervise, maintain and manage the organization's repository of business applications through best practices and the appropriate management of the application support team. The role is also responsible for planning and coordinating the processes required for the provision and upgrade of business applications. This individual will apply proven communication and problem-solving skills to guide and assist the user group on issues related to the deployment of mission-critical information and software systems.

Reporting to the Head of Business Technologies, this role will Lead and mentor the Application Support team to deliver high-quality Level 1–3 support for core business applications.

Operational & Technical Leadership

• Ensure timely response, resolution, and escalation of incidents, problems, and service requests in accordance with SLAs.
• Oversee monitoring, maintenance, and performance tuning of applications, databases, and scheduled jobs.
• Coordinate with development, infrastructure, and vendor teams to troubleshoot and resolve complex application issues.
• Ensuring production readiness for projects and contributing to executive reporting as needed
• Negotiate, plan, and manage all release activities, including monitoring of software release progress through the entire pipeline, assuring quality standards are consistently met at each stage gate.

Technical & Functional Support

• Ensure operational stability of core business applications, including Dynamics GP, Dynamics CRM, Liferay DXP, and Mulesoft APIs.
• Lead validation and deployment of application releases, hotfixes, and system upgrades across production and test environments.
• Manage CI/CD processes using Jenkins, TeamCity, and GitHub to support efficient deployment and version control.
• Conduct root cause analysis and trend monitoring to prevent recurring incidents.
• Develop and maintain internal documentation, knowledge bases, and troubleshooting playbooks.

Stakeholder & Vendor Collaboration

• Act as the primary liaison between Application Support, business stakeholders, and external vendors.
• Partners with business units to understand application needs, assess change requests, and manage expectations effectively.
• Manage third-party vendors for COTS applications, ensuring service delivery and SLA compliance.
• Represent Application Support in Digital and IT steering meetings, providing insights and recommendations to management.

Skills, Experience & Attributes:

• University degree in the field of computer science and/or project management, and/or ten years' equivalent work experience.
• 5 years of experience leading a team.
• 3 years direct experience managing applications and/or systems management.
• Proven experience supporting Microsoft Dynamics GP and CRM, Liferay DXP, and Mulesoft integrations.
• Working knowledge of SQL Server (T-SQL, SSIS, SSRS) and .NET Framework.
• Familiarity with Azure Cloud, CI/CD pipelines (Jenkins, TeamCity), and version control using GitHub.
• Proven experience in overseeing the direction, development, and implementation of software solutions.
• Direct, hands-on experience with an IT service management solution.
• Strong knowledge of system and software quality assurance best practices and methodologies.
• Extensive experience looking after the operations of critical core business applications
• Knowledge of applicable data privacy practices and laws.
• Strong customer-service orientation.
• Ability to communicate ideas in both technical and user-friendly language.
• Ability to conduct research into application issues and products.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

To express interest in this opportunity, please
contact Brooke Ireland, Senior Recruitment Manager at If you require accommodation to participate in the recruitment process, please let us know.