Engineering Support Manager

3 weeks ago

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

We are seeking a highly skilled and experienced Engineering Support Manager to join our team at Objective Corporation. As a senior member of our Global Support team, you will lead a talented group of Software Support Specialists providing Level 3 Support. This critical role ensures high-quality support services for clients by managing the Engineering Support Process and overseeing Major Incident Management for timely issue resolution.

Key Responsibilities:

• Oversee the daily operations of the Engineering Support Team, ensuring efficient and effective handling of support requests.
• Foster a collaborative and high-performing team culture, focusing on high engagement.
• Develop, implement, and maintain best practices for the Engineering Support Process.
• Lead technical decision-making within the team.
• Monitor support metrics and KPIs and report on team performance to the Global Support Director.
• Lead the response and resolution efforts for major incidents, ensuring minimal impact on clients and business operations.
• Coordinate with cross-functional teams to manage and resolve major incidents effectively.
• Communicate incident status, progress, and resolution plans to stakeholders.
• Conduct post-incident reviews to identify root causes and implement preventative measures.

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 such as OWSAP, CVE Vulnerabilities.
• 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 (Local and Central) sector experience is desirable.

What We Offer:

• 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 are recognized as an endorsed employer for women. Learn more about our benefits on our website.

We are an equal-opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by the applicable laws in the regions we operate in.

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