Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives. Currently at McMillan Shakespeare, we’re modernising systems and redefining how financial services technology delivers value at scale. Here’s how you will make a difference in this role… As the Application Support Lead you will be responsible for the operational health, stability and compliance of business-critical applications in production. You will act as the link between technology, business and assurance teams overseeing incident management, production releases, change coordination and audit controls, while triaging and translating operational issues into actionable work for delivery teams. You will provide leadership and mentoring within the application support team, building capability, accountability and problem-solving skills. A key focus of this role will be identifying opportunities to leverage AI and automation to improve support efficiency, including developing tools that streamline incident investigation, diagnostics, data analysis and other repetitive operational tasks, all while ensuring adherence to security, privacy and change management requirements. At MMS explicit expectations help our people Be the Difference.

Key responsibilities

- Serve as triage for production incidents, leading investigation, escalation, cross-team coordination, root cause analysis, and continuous improvement through AI-driven automation and reusable diagnostic tools to minimise resolution times and prevent recurrence.
- Manage end-to-end change and release activities, including change requests,



risk assessment, release planning, stakeholder coordination, governance, and automation of release readiness and change management processes.
- Plan and assist UAT and post-deployment testing, including test preparation, business proxy testing, production validation, and verification that changes deliver intended outcomes without regression.
- Manage application compliance and audit readiness through user access reviews, control monitoring, audit support, remediation of control gaps, and adherence to security, privacy governance, and data handling requirements.
- Drive backlog and continuous improvement initiatives by translating business needs, production issues and technical debt into prioritised ADO work items, maintaining operational documentation, and delivering automation and self-service solutions that enhance support efficiency and scalability.
- Lead the adoption of AI, automation and continuous improvement initiatives to enhance support productivity, streamline knowledge management, reduce operational risk, and improve service performance through faster resolution times and reduced manual effort.
- Lead and develop a high-performing application support team by providing technical leadership, coaching, performance guidance, knowledge sharing, stakeholder management, and escalation support while fostering accountability, capability growth,



and operational excellence.
- Coach and mentor team members in troubleshooting, root-cause analysis, SQL, application behaviour, production support practices and effective stakeholder communication, develop the technical capability and confidence of team members through knowledge sharing, peer reviews, coaching and practical mentoring.
- Lead the enterprise Data Governance function by establishing governance frameworks, data quality and metadata capabilities, stewardship accountability, AI governance controls, and executive reporting to ensure compliance, reduce risk, and maximise the value of organisational data.

Required experience and skills

- Demonstrated experience in application support, incident management, change and release processes, and audit/compliance activities for business-critical systems.
- Strong troubleshooting, stakeholder management and communication skills, with the ability to translate technical issues into business outcomes and manage risk effectively.
- Proven experience using Azure DevOps (or similar) to manage backlogs, prioritise work, and drive operational improvements.
- Demonstrated leadership, coaching and mentoring capability, with a passion for leveraging AI, automation and lightweight tooling to improve team performance and operational efficiency.
- Experience supporting financial or business-critical applications, including batch processing, job scheduling, monitoring, and ITIL-based incident, problem, change and release management practices.
- Proven ability to work in Agile environments while developing automation, self-service solutions and support tooling, with experience leading or mentoring technical support teams.

What we can offer

📌 Applications Support Lead (Melbourne)
🏢 Plan Partners
📍 Melbourne