Application Support Lead

At Leidos, we do work that really matters inspired by our mission to make the world safer, healthier, and more efficient through technology, engineering, and science. With 25 years of local experience, our over 2000 team members, work together to solve Australia’s toughest challenges in government, defence, intelligence and border protection. We’re robust and ambitious, and we empower our people to do their best work. You’ll feel inspired by what you can achieve and will be supported by an inclusive and flexible culture that genuinely cares for your wellbeing. Together, we can be the difference.

We've got so much to offer at Leidos, here are a just a few of the Benefits we provide our team:

• 12 Extra Days Leave: Life Days are the Leidos way of recognising that we all need some extra time out to take care of life. By working slightly more than the minimum weekly hours (2 hours per week for full timers) you can accrue up to an extra 12 days of leave per year.
• Leidos Life Hub provides access to discount offers or cashback rewards with over 400 Australian and International retailers.
• Professional development and support to set you up for success and assist you in achieving your career aspirations.

Your New Role 

Are you a talented application support lead or sustainment lead looking for an exciting new role in Canberra. Our exciting, classified programs at Leidos develop and support our Federal Government customers IT systems, including mission critical classified system.  

In this role, you will provide Level 2 and Level 3  support for mission system applications. You will lead a small support team providing technical support and troubleshooting of technical issues and ensure continued operation of services. You’ll interact with the Leidos developers who are updating the application, the security operations team, client system owners, 3rd party product vendors and of course, end users. Other duties include: 

In this role you will: 

• Lead a small team of support analysts to support mission system for our customers.
• Collaborate with the other leaders on the project including the project manager, architect, security advisor, test manager and customers. 
• Level 2 and Level 3 System monitoring, technical support and reporting, including ongoing process improvements to enhance operational availability and reliability 
• Completing incident ownership including triage, investigation, resolution, escalations and post incident follow up 
• Performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM teams and end users as required 
• Creating and maintaining system and operational documentation, including the creation and maintenance of Knowledge Based Articles for the Level 1 Help Desk and Level 2 Client Business Support 
• Developing an on-call roster and management of priority incidents and problems with in contractual KPI’s. 
• Engaging with the development team to identify new features and enhancements and prepare for new application patches.  

About You and What You'll Bring

• Over 5+ years’ experience in leading support and sustainment team, within a government environment. 
• Proven experience tackling and solving challenging and complex engineering problems. 
• Experience with ticketing, knowledge management and ITSM products such as JIRA, Confluence or similar 
• Experience with application troubleshooting, diagnosing, testing and resolving customer issues 
• Experience with scripting languages and task automation, or low-code platforms 
• Experience supporting cloud-based applications (e.g. Azure or AWS) 
• Experience managing ITIL Incident, Problem, Service Request fulfilment processes 
• Ability to effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk 
• Highly desirable to have experience maintaining AWS and on-premises infrastructure 
• Ability to work and liaise with team remotely due to the organisational structure being spread between Canberra and Melbourne on different networks.

This role requires the successful applicant to be an Australian Citizen and hold a TSPV level Australian security clearance.

What You'll Love

At Leidos we look after our staff. Flexible working practices, great team building initiatives, consistent learning and development opportunities, employee discounts and excellent exposure to a variety of technologies and projects are just some of the perks. We are growing and evolving, so it’s an exciting place to be. 

Our diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.