Company Description

Whether you’re working from home or on your way to the office, chances are you’re probably reading this because you’re seeking a new adventure, or you’re up for a new challenge. GROW Inc might just be that for you!

So, who is GROW Inc?
Founded in 2016, we’re the Australian FinTech success story you probably haven’t heard about. We’re solving big problems in the Superannuation and Managed Funds industry. The administration platforms (the software that tracks everything to do with your super) are built on things you or your parents would recognise from the glory days of 90’s computing.

How are we doing it?
We’re solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology which improves the financial wellbeing of Australians. We’re making Super more timely and information more accessible whilst enabling wealth management companies to offer more cost effective solutions.

We’re rebels with a cause. We’re authentic, diverse, and embrace our differences as we continue to put a dent in the universe. We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day.

Job Description

As we continue our high growth trajectory, we are seeking an accomplished Production Support Manager to lead our drive towards enhanced efficiency and excellence in all aspects of our Operational delivery. This role will support our Operations teams and clients by ensuring stability of our Production Systems, acting on issues quickly and effectively and ensuring the smooth operation of software applications and systems in a live environment. We are looking for a seasoned professional to work together with both Product and Technology, Operations and Clients to ensure all agreed SLA’s are managed and communicated, optimising the collaboration with the broader GROW organisation.

System Availability and Uptime:

• Work collaboratively with the Technology group, ensuring that applications and systems are available and operational 24/7.

• Minimize downtime through proactive monitoring and quick resolution of issues.

Incident resolution:

• Handle and resolve incidents and issues reported by users or detected through monitoring.

• Provide quick and effective solutions to restore normal service operations.

• Coordinate thorough investigations to determine the root cause of incidents.

• Implement corrective actions to prevent recurrence.

Promote & support best practices:

• Document known issues, solutions, and best practices.

• Create a knowledge base to aid in quicker issue resolution and information sharing.

• Work closely with technology teams and the Release Manager to understand upcoming system changes and potential impacts.

• Provide feedback on recurring issues and suggesting improvements.

Leadership

• Ensure the effective leadership and management of Level 1, 2 and 3 support Engineers

Qualifications

How you’ll add to GROW’s success

• Alignment — make sure there is smooth and quick resolution of issues with other cross-functional groups

• Culture — promote Incident management best practices and champion a strong quality culture in the organization

• Improvement — establish and iterate upon Production Support best practices for ensuring an above average quality metric for system performance

• Progress — set standards and metrics to track the team's progress against company and product goals

• Velocity — empower cross functional teams to build, deliver and maintain production system applications

Additional Information

Why you’ll love working at GROW

• ME Days - Take an extra day off per month (on top of your annual leave) from January to November!
• Birthday Leave - Take an extra day off per year on your birthday!
• Weekly Pay Cycle - No more waiting for PayDay!
• Hybrid Work Arrangement - We have a true hybrid arrangement with no set days in the office!
• Exciting Discounts - Think movie tickets, gift cards & even electronics

Looking for a job can be stressful and we don’t want you agonising over the wording of your cover letter, so don’t include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you don’t meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team!

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant

#LI-HYBRID