Engineering Support Manager

4 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 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.

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.
  • Serve as an escalation point for complex support issues and client concerns.
  • Ensure high levels of client satisfaction by delivering prompt and effective support.
  • Develop and maintain strong relationships with key clients and stakeholders.
  • Maintain an in-depth understanding of the company's software applications and technical environment.
  • Stay current with industry trends and best practices in application support and incident management.
  • Provide technical guidance and support to the team on complex issues.
  • Provide insights and feedback from clients to product development teams to enhance product offerings and advocate for product features.
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.

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