Job Description

A new transformational adventure awaits you…

How does 5 weeks of annual leave, a fulfilling career you'll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound to you?

As one of Forbes 2024 ‘World’s Best Employers’ and Fortune’s ‘World’s Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry, is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

Join us on this thrilling journey as we work towards our vision of becoming Australia's leading digital insurer. If you're eager to be part of a values-driven global organisation that's experiencing real growth and transformation, and if you share our commitment to making a tangible difference and taking continuous steps towards a sustainable future for our people, customers, communities, and our planet, then keep reading!

Let’s create a brighter future together, let’s make a difference

It’s important to know, what you do matters. At Zurich, we don’t just cover, we care.

As our Application Support Lead, you’ll play a critical role in keeping Zurich’s platforms stable, reliable and drive faster recoverability. Sitting within our Application Support CoE team within Technology, this role exists to ensure our production environments run smoothly so our people and customers can rely on us when it matters most.

You’ll lead how we respond to incidents, work closely with squads, vendors and business stakeholders, and drive continuous improvement across our application support capability. Your impact will be felt every day through improved service quality, faster recovery, and stronger confidence in our production applications / platforms as we continue our technology transformation.

You will also be responsible for the following:

• Act as the main contact for application incidents, managing escalations, coordinating resolution, and leading major incident response and post-incident reviews across teams and vendors
• Oversee team and service vendor performance, ensuring service levels, contract compliance, and effective stakeholder communication.
• Driving improvements to production stability through incident and trend analysis, problem management and preventive actions
• Collaborate with technical, quality, and product leads to enhance application monitoring, deployment readiness, and prioritisation of problem ticket
• Foster a culture of continuous improvement through automation, proactive incident management, and streamlined production operations.
• Oversee software vendor-managed applications to ensure IT controls, security standards, and compliance with data retention, access management, and disaster recovery requirements.
• Manage and review software vendor support agreements and SLAs, monitor performance, and drive remediation of technical debt and security vulnerabilities.

Important to your success – let’s grow together

You’re a calm and confident leader who thrives in complex environments and enjoys bringing people together to solve problems. You build trusted relationships, communicate clearly under pressure, and genuinely care about delivering great outcomes for customers and colleagues.

In order to be successful, you will have the following:

• Demonstrated experience in an application support or production support leadership role
• A strong understanding of IT service management principles and incident management practices
• Hands-on experience with incident, work management and collaboration tools such as Service Now, Atlassian Jira and Confluence
• Exposure to modern observability, monitoring or reliability engineering practices
• The ability to lead complex incident resolution and influence stakeholders at all levels
• A passion for service excellence and continuous improvement

Belong. Zurich is here to support you

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer’s leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).
• Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.
• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e-voucher for your work-from-home setup (flex work - hybrid working), along with other great benefits through our Shine portal.
• Grow and thrive in your career with our award-winning training programs. We support and encourage your development because our strength lies in our people, and we value your individuality.
• Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.
• Take advantage of global mobility opportunities across more than 200 countries worldwide.
• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day.
• We plant a tree for every new employee.
• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive Workplace; Gold AWEI Employer, Pride in Diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, maintain work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer.  We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!