Civica US is hiring a
Technical Support Manager, Remote - Australia

Summary

The job description is for a full-time permanent Technical Support Manager position in the Health department, working remotely or in Australian Capital Cities. The role involves managing technical support and operations teams to improve environments for managed services customers under the guidance of Civica's Operations Director.

Requirements

• An ability to act as an escalation point for technical and non-technical resources for operational tasks
• Ability to coordinate and manage expectations with a variety of stakeholders
• Experience executing operational changes in development and production environments
• 5+ years’ management experience in Technical Support, Application Support or Operations management
• IT Service Management tool usage and report extraction

Responsibilities

• Coordinating team members to manage tickets to meet SLA’s and deliver support & operational outcomes for customers
• Working closely with customers, Civica leadership, and other teams to deliver technical support & managed services for customers
• Acting as a managerial escalation point for customers for the delivery of technical support & managed services
• Tracking and documenting processes, schedules, and rosters relating to operational tasks
• Working closely with Civica Health leadership and other teams to improve operational processes with manual and automated solutions
• Managing operational risks and issues register

Preferred Qualifications

• Knowledge and understanding of software development practices and lifecycle
• Knowledge of software technologies & concepts (Informix & SQL databases, .NET, Middleware)
• Knowledge of systems technologies (Linux, Windows, Patching technologies, monitoring tools)
• Knowledge of private health insurance and/or other highly regulated industries

Benefits

• Inclusive, safe, and welcoming environment to all Civicans, new and old
• Opportunities to learn and grow
• Days of Difference leave where you can volunteer for a charity of your choice
• Flexible work – technology and tools to support working from home and coming into offices now and then