L3 ECM Support Lead, Enterprise Content Management

XPT Software Australia Pty Ltd; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

XPT Software Australia Pty Ltd in Sydney is seeking an experienced L3 Support Lead for Enterprise Content Management (ECM) to oversee production support, incident resolution and platform modernization for Westpac's ECM services.

You will lead a team of L2/L3 analysts, coordinate deployments, ensure governance and security, and partner with business and IT stakeholders to improve observability and reliability.

Qualifications

• 8+ years in Application or Production Support.
• 5+ years supporting ECM platforms.
• Experience with OpenText, FileNet, Documentum, or OnBase.
• Strong leadership and stakeholder management.
• Proven incident resolution and RCA capability.

Responsibilities

• Lead L3 support for ECM platforms and meet SLAs.
• Coordinate major incidents and post-incident reviews.
• Drive platform modernization and automation initiatives.
• Collaborate with business, risk, and infrastructure teams.
• Own runbooks and knowledge management.

Skills

L3 Support Leadership

Incident Management

ECM Platforms

Stakeholder Communication

Problem Solving

Team Leadership

Tools

OpenText Content Suite

OpenText Extended ECM

IBM FileNet

Documentum

Hyland OnBase

ServiceNow

Job description

XPT Software Australia Pty Ltd in Sydney is seeking an experienced L3 Support Lead for Enterprise Content Management (ECM) to oversee production support, incident resolution and platform modernization for Westpac's ECM services.

You will lead a team of L2/L3 analysts, coordinate deployments, ensure governance and security, and partner with business and IT stakeholders to improve observability and reliability.