Ready to leave a lasting impact on Australia’s health industry?

Join HAMBS, a leading provider of software and information technology solutions to the private health insurance sector for over 30 years. Our dedicated team spans across Adelaide and Sydney, collaborating with over 60% of Australia’s private health funds, empowering them to deliver innovative and competitive services to their valued members. At HAMBS, “work” is a vibrant experience. Our culture is driven by values that define us as United, Good Humans, Brave, and Awesome.

For more information about HAMBS and to explore our current career opportunities, visit: https://jobs.swagapp.com/organisations/hamb-systems

About the Role

We are looking for a Product Operations Manager to join our Adelaide team. This role will cover second and third line product support, product performance monitoring in production, release deployment into production, and the operational view of operational readiness. It operates within the service framework and incident protocols held by Service Operations Enablement.

Responsibilities

• Provide product support across the live products at the second and third line.
• Provides defect troubleshooting relating to live products.
• Handles system incidents and escalations related to live products.
• Maintains the day-to-day operational customer experience in production.
• Respond to and resolve product related incidents in live service.
• Work within the incident response protocols held by Service Operations Enablement, including during major incidents.
• Own problem management for the products, including root cause analysis and permanent fixes.
• Coordinates and oversees the deployment of releases into the production environment.
• Ensures deployment activities, dependencies, approvals and implementation steps are planned and completed.
• Monitors deployment progress and confirms successful transition of releases into production.

Qualifications

• Relevant tertiary qualification in information technology or a related discipline, or equivalent experience with underpinning industry based professional development (essential).
• ITIL or equivalent service management certification (desirable).
• 7+ years of experience in product support or technology operations, including at least three in a leadership role (essential).
• Track record of running second and third line support for customer-facing products (essential).
• Experience owning incident and service management against agreed service levels (essential).
• Experience with incident and problem management, including major incidents (essential).
• Experience with cloud and low-code application environments, such as Azure and OutSystems (essential)
• Experience improving supportability by influencing how software is built (essential).
• Calm and clear during an incident.
• Able to hold a supportability standard with delivery teams under time pressure.
• Experience in a high-availability customer environment (desirable).
• Experience in release deployments.
• Knowledge and experience in the insurance and/or private health insurance sectors (desirable).

Employee Benefits

• Flexible working options.
• Paid volunteer and wellbeing leave.
• Salary sacrificing and novated lease options.
• Access to an online learning system and world-class internal and external training sessions.
• Internal employee referral program.

As part of the recruitment process, candidates will need to complete satisfactory verification checks, including but not limited to a National Police Clearance Certificate, appropriate rights to work in Australia, and reference checks.

Our HR team and hiring managers kindly request no unsolicited resumes or approaches from recruitment agencies.