Software Support Process Leader

4 weeks ago


Sydney, New South Wales, Australia Objective Corporation Full time
About the Role:
We are seeking a dedicated and dynamic Engineering Support Manager to lead our Global Support team in Sydney. As a senior member of the team, you will oversee the daily operations of the Engineering Support Team, ensuring efficient and effective handling of support requests.

In this role, you will foster a collaborative and high-performing team culture, focusing on high engagement. You will also develop, implement, and maintain best practices for the Engineering Support Process, lead technical decision-making within the team, and monitor support metrics and KPIs. Additionally, you will lead the response and resolution efforts for major incidents, ensuring minimal impact on clients and business operations.

The ideal candidate will have demonstrated experience in software application support, with expertise in a leadership role, and possess 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, and government (Local and Central) sector experience is desirable.

In return, 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, and we are recognized as an endorsed employer for women. Learn more about our benefits on our website. We are an equal-opportunity employer.

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