Engineering Support Leadership Role

1 week ago

Sydney, New South Wales, Australia Objective Corporation Full time
About the Position:

At Objective Corporation, we are currently seeking a highly skilled and experienced Engineering Support Manager to join our team in Sydney. As a senior member of the Global Support team, you will lead a talented group of Software Support Specialists providing Level 3 Support.

Duties and Responsibilities:
  • People Management
  • Oversight of the daily operations of the Engineering Support Team, ensuring efficient handling of support requests.
  • Fostering a collaborative and high-performing team culture with a focus on high engagement.
  • Process Development
  • Establishment and maintenance of best practices for the Engineering Support Process.
  • Leading technical decision-making within the team.
  • Monitoring support metrics and KPIs and reporting on team performance.
  • Major Incident Management
  • Leadership of response and resolution efforts for major incidents, minimizing impact on clients and business operations.
  • Coordination with cross-functional teams to manage and resolve major incidents effectively.
  • Communication of incident status, progress, and resolution plans to stakeholders.
  • Conducting post-incident reviews to identify root causes and implement preventative measures.
  • Client Interaction and Support
  • Serving as an escalation point for complex support issues and client concerns.
  • Ensuring high levels of client satisfaction through prompt and effective support.
  • Developing and maintaining strong relationships with key clients and stakeholders.
  • Technical Expertise
  • Maintenance of an in-depth understanding of the company's software applications and technical environment.
  • Staying current with industry trends and best practices in application support and incident management.
  • Providing technical guidance and support to the team on complex issues.
  • Product Collaboration
  • Sharing insights and feedback from clients with product development teams to enhance product offerings.
  • Collaboration with the product team for resolutions or patches required for software defects.
Requirements:
  • Demonstrated experience in software application support, with expertise in a leadership role.
  • Good understanding of application development lifecycle.
  • Technical expertise in relational databases such as SQL server and PostgreSQL.
  • Knowledge of security practices.
  • Proven experience in managing and leading support teams.
  • Strong understanding of support processes, incident management, and client service principles.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills.
  • Ability to work under pressure and manage multiple priorities.
  • ITIL certification or similar is desirable.
  • Government sector experience is desirable.
Benefits:
  • Hybrid work arrangements to support work-life balance.
  • Access to EAP for confidential counselling.
  • Extensive learning resources to develop your skills.
  • Regular social events to promote team bonding.

We offer an estimated salary range of $120,000 - $180,000 per annum, commensurate with experience and qualifications. We are an equal-opportunity employer, committed to diversity and inclusion.

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