L3 support Lead
Infosys Limited
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Benefits offered by this job
Job summary
Infosys Limited in Sydney is seeking an experienced L3 Support Lead to manage production support and operational stability for Westpac's ECM platforms. You will lead major incidents, drive service improvements, and mentor onshore and offshore L2/L3 teams. Location: Sydney; Salary: AUD 108571 - 119893 annual gross.
Flexible, hybrid working arrangements will be considered with case-by-case review. The role emphasizes incident, problem, change, and release management within a banking technology
Qualifications
- 8+ years in Application/Production Support.
- 5+ years supporting Enterprise Content Management platforms.
- Strong experience with ECM technologies: OpenText Content Suite / Extended ECM, IBM FileNet, Documentum, SharePoint, Hyland OnBase.
- Experience with SQL Server, Oracle, or PostgreSQL.
- Knowledge of REST APIs, enterprise integrations, Windows/Linux environments.
- Hands-on experience with monitoring tools (Splunk, Dynatrace, AppDynamics, Grafana).
- Experience with ServiceNow and ITIL-based support processes.
- Strong understanding of Incident, Problem, Change, and Release Management.
Responsibilities
- Lead L3 production support and ensure SLA/KPI compliance.
- Manage major incidents (P1/P2), root cause analysis, and problem management.
- Support ECM platforms, integrations, releases, and production deployments.
- Drive platform availability, performance optimization, and service reliability.
- Lead and mentor L2/L3 support teams across onshore and offshore locations.
- Collaborate with business, infrastructure, security, architecture, and vendor teams.
- Drive automation, monitoring, and continuous service improvement initiatives.
- Own operational documentation, runbooks, and knowledge management.
Skills
Education
Tools
Job description
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
We are looking for an experienced L3 Support Lead to manage production support and operational stability for Westpac's Enterprise Content Management (ECM) platforms. The role will lead critical incident management, platform support, service improvements, and stakeholder engagement across a complex banking technology environment.
Location: Sydney.
Salary: AUD 108571 - 119893 Annual Gross.
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case‑by‑case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
- Lead L3 production support and ensure SLA/KPI compliance.
- Manage major incidents (P1/P2), root cause analysis, and problem management.
- Support ECM platforms, integrations, releases, and production deployments.
- Drive platform availability, performance optimization, and service reliability.
- Lead and mentor L2/L3 support teams across onshore and offshore locations.
- Collaborate with business, infrastructure, security, architecture, and vendor teams.
- Drive automation, monitoring, and continuous service improvement initiatives.
- Own operational documentation, runbooks, and knowledge management.
- 8+ years in Application/Production Support.
- 5+ years supporting Enterprise Content Management platforms.
- Strong experience with one or more ECM technologies:
- OpenText Content Suite / Extended ECM
- IBM FileNet
- Documentum
- SharePoint
- Hyland OnBase
- Experience with SQL Server, Oracle, or PostgreSQL.
- Knowledge of REST APIs, enterprise integrations, Windows/Linux environments.
- Hands‑on experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana.
- Experience with ServiceNow and ITIL‑based support processes.
- Strong understanding of Incident, Problem, Change, and Release Management.
- ITIL Foundation / ITIL v4 Certification.
- OpenText, FileNet, or SharePoint certifications.
- Banking and Financial Services domain experience.
- Exposure to Azure/AWS, DevOps, CI/CD, and SRE practices.
- Excellent customer‑facing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem‑solving skills.
Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third‑party vendors. In the absence of a signed agreement, any submission will be deemed non‑binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
We are looking for an experienced L3 Support Lead to manage production support and operational stability for Westpac's Enterprise Content Management (ECM) platforms. The role will lead critical incident management, platform support, service improvements, and stakeholder engagement across a complex banking technology environment.
Location: Sydney.
Salary: AUD 108571 - 119893 Annual Gross.
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case‑by‑case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
- Lead L3 production support and ensure SLA/KPI compliance.
- Manage major incidents (P1/P2), root cause analysis, and problem management.
- Support ECM platforms, integrations, releases, and production deployments.
- Drive platform availability, performance optimization, and service reliability.
- Lead and mentor L2/L3 support teams across onshore and offshore locations.
- Collaborate with business, infrastructure, security, architecture, and vendor teams.
- Drive automation, monitoring, and continuous service improvement initiatives.
- Own operational documentation, runbooks, and knowledge management.
- 8+ years in Application/Production Support.
- 5+ years supporting Enterprise Content Management platforms.
- Strong experience with one or more ECM technologies:
- OpenText Content Suite / Extended ECM
- IBM FileNet
- Documentum
- SharePoint
- Hyland OnBase
- Experience with SQL Server, Oracle, or PostgreSQL.
- Knowledge of REST APIs, enterprise integrations, Windows/Linux environments.
- Hands‑on experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana.
- Experience with ServiceNow and ITIL‑based support processes.
- Strong understanding of Incident, Problem, Change, and Release Management.
- ITIL Foundation / ITIL v4 Certification.
- OpenText, FileNet, or SharePoint certifications.
- Banking and Financial Services domain experience.
- Exposure to Azure/AWS, DevOps, CI/CD, and SRE practices.
- Excellent customer‑facing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem‑solving skills.
Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third‑party vendors. In the absence of a signed agreement, any submission will be deemed non‑binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem. Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
We are looking for an experienced L3 Support Lead to manage production support and operational stability for Westpac's Enterprise Content Management (ECM) platforms. The role will lead critical incident management, platform support, service improvements, and stakeholder engagement across a complex banking technology environment.
Location: Sydney.
Salary: AUD 108571 - 119893 Annual Gross.
Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case‑by‑case basis). Feel free to connect with your recruiter to learn more about how this works in practice.
- Lead L3 production support and ensure SLA/KPI compliance.
- Manage major incidents (P1/P2), root cause analysis, and problem management.
- Support ECM platforms, integrations, releases, and production deployments.
- Drive platform availability, performance optimization, and service reliability.
- Lead and mentor L2/L3 support teams across onshore and offshore locations.
- Collaborate with business, infrastructure, security, architecture, and vendor teams.
- Drive automation, monitoring, and continuous service improvement initiatives.
- Own operational documentation, runbooks, and knowledge management.
- 8+ years in Application/Production Support.
- 5+ years supporting Enterprise Content Management platforms.
- Strong experience with one or more ECM technologies:
- OpenText Content Suite / Extended ECM
- IBM FileNet
- Documentum
- SharePoint
- Hyland OnBase
- Experience with SQL Server, Oracle, or PostgreSQL.
- Knowledge of REST APIs, enterprise integrations, Windows/Linux environments.
- Hands‑on experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana.
- Experience with ServiceNow and ITIL‑based support processes.
- Strong understanding of Incident, Problem, Change, and Release Management.
- ITIL Foundation / ITIL v4 Certification.
- OpenText, FileNet, or SharePoint certifications.
- Banking and Financial Services domain experience.
- Exposure to Azure/AWS, DevOps, CI/CD, and SRE practices.
- Excellent customer‑facing skills
- Excellent written and verbal communication skills
- Strong attention to detail and outstanding analytical and problem‑solving skills.
Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third‑party vendors. In the absence of a signed agreement, any submission will be deemed non‑binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
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