L3 Support Lead – Enterprise Content Management (ECM)

XPT Software Australia Pty Ltd; Sydney; Presencial; AUD 150.000 - 190.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

L3 Support Leadership

Incident Management

ECM Platforms

Stakeholder Communication

Problem Solving

Team Leadership

Herramientas

OpenText Content Suite

OpenText Extended ECM

IBM FileNet

Documentum

Hyland OnBase

ServiceNow

Descripción del empleo

XPT Software Australia Pty Ltd | Contract

Sydney, Australia | Posted on 09/22/2026

• XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
  
• XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
  
• We have 120+technocrats in Australia working at our clientlocations.
  
• XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
  
• We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
  

Job Description

Role Overview

The L3 Support Lead for Enterprise Content Management (ECM) is responsible for leading Level 3 application support, maintenance, incident resolution, and continuous improvement of Westpac's ECM platforms and services. The role acts as the highest level of technical support, ensuring platform stability, operational excellence, security compliance, and alignment with business and regulatory requirements.

The successful candidate will work closely with business stakeholders, infrastructure teams, architects, vendors, and delivery squads to support mission-critical content management solutions and drive platform modernization initiatives.

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Key Responsibilities

Application & Platform Support

• Lead L3 support activities for ECM platforms, ensuring adherence to SLAs and operational KPIs.
• Provide advanced troubleshooting and root cause analysis for complex production incidents.
• Manage major incidents, problem management, and post-incident reviews.
• Coordinate production deployments, release activities, and environment support.
• Ensure platform availability, resiliency, and performance optimization.
• Support and maintain ECM solutions such as OpenText, Documentum, SharePoint, FileNet, Hyland OnBase, or equivalent enterprise content repositories.
• Manage content lifecycle, records management, retention, archiving, and document workflows.
• Support integration between ECM, core banking systems, CRM, and digital channels.
• Ensure compliance with governance, security, risk, audit, and regulatory requirements.
• Lead a team of L2/L3 support analysts and managed service partners.
• Drive service improvement initiatives and operational maturity.
• Establish monitoring, alerting, and proactive support practices.
• Own support documentation, knowledge management, and runbooks.
• Participate in CAB, Change Management, and Problem Review forums.

Stakeholder Management

• Engage with business units, technology leaders, risk, security, and infrastructure teams.
• Provide regular service reporting, incident trend analysis, and operational insights.
• Act as the primary escalation point for critical ECM-related issues.
• Collaborate with project delivery teams for transition-to-support activities.
• Identify opportunities to automate support processes and reduce operational overhead.
• Improve system observability through dashboards and monitoring tools.
• Drive platform modernization, technical debt reduction, and service reliability initiatives.

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Required Skills & Experience

Technical Skills

• 8+ years of experience in Application Support or Production Support roles.
• 5+ years supporting Enterprise Content Management platforms.
• Strong experience with one or more ECM products:

• OpenText Content Suite
• OpenText Extended ECM
• IBM FileNet
• Documentum
• Hyland OnBase

• Experience with:

• SQL Server, Oracle, or PostgreSQL
• REST APIs and integration technologies
• Windows and Linux platforms
• Middleware and enterprise integrations
• Monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana

• Experience with ITSM tools such as ServiceNow.

Operational Excellence

• Strong understanding of:
  • Change Management
  • Release Management
  • Service Transition
• Experience managing critical P1/P2 incidents and executive communications.
• Proven ability to conduct root cause analysis and implement preventive actions.

Leadership Skills

• Experience leading support teams in large enterprise environments.
• Strong stakeholder management and communication skills.
• Ability to work across cross-functional squads and vendor ecosystems.
• Experience managing offshore/onshore support models.

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Preferred Qualifications

• Experience within Banking & Financial Services.
• Exposure to cloud platforms (Azure/AWS).
• Knowledge of DevOps, CI/CD, and Site Reliability Engineering (SRE) practices.