L3 support Lead

Infosys; Sydney; Hybrid; AUD 109,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Infosys in Sydney is seeking an experienced L3 Support Lead to manage production support and ensure operational stability for ECM platforms in a banking tech environment. The role leads critical incident management, platform support, and stakeholder engagement across onshore and offshore teams.

The ideal candidate has 8+ years in application/production support with 5+ years on ECM platforms, and strong experience in configuration and optimization of OpenText, FileNet, and SharePoint ecosystems.

Qualifications

• 8+ years in Application/Production Support.
• 5+ years supporting Enterprise Content Management platforms.
• Strong ECM technology experience: OpenText Content Suite / Extended ECM, IBM FileNet, SharePoint, Hyland OnBase.
• Experience with SQL Server, Oracle, or PostgreSQL.
• Knowledge of REST APIs and enterprise integrations.
• Hands-on monitoring with Splunk, Dynatrace, AppDynamics, or Grafana.
• Experience with ServiceNow and ITIL-based support processes.
• Strong Incident, Problem, Change, and Release Management knowledge.

Responsibilities

• Lead L3 production support and ensure SLA/KPI compliance.
• Manage major incidents (P1/P2) with root cause analysis and problem management.
• Support ECM platforms, integrations, releases, and deployments.
• Drive platform availability, performance optimization, and service reliability.
• Lead and mentor L2/L3 support teams onshore and offshore.
• 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

Application support

Production support

ECM platforms

OpenText Content Suite

FileNet

SharePoint

SQL Server

Oracle

PostgreSQL

REST APIs

Windows/Linux

Monitoring tools

ServiceNow

ITIL processes

Incident management

Problem management

Release management

Tools

Job description

About Us

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 Employer in 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.

Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

About Us

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.

Role Description

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.

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.

Key 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.

Required Skills & Experience

• 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.

Preferred Qualifications

• 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.

Additional

• 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.

At Infosys, we recognize that everyone has individual requirements. 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 [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

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.