Lead Production Support — Workato Integrations & Cloud

Zoho; Australia; On-site; AUD 120,000 - 150,000; Full time

Job summary

XPT Software Australia Pty Ltd is seeking an experienced Production Support Lead for Workato and AWS-based integration platforms in enterprise environments. You will act as the primary client-facing support lead, manage incidents, changes, and reports, and mentor offshore teams to ensure high availability and business continuity.

Responsibilities include overseeing SLA/OLA adherence, coordinating with stakeholders, monitoring integrations, and driving platform improvements while ensuring

Qualifications

• 8–10 years of production support experience for integration platforms.
• Experience leading offshore support teams and coordinating with client stakeholders.

Responsibilities

• Act as the primary client-facing support lead, providing regular service reviews, incident communications, and operational status updates.
• Own and manage incident, problem, and change management processes, ensuring timely resolution of production issues and minimizing business impact.
• Ensure all support activities adhere to defined SLAs, OLAs, and KPIs, maintaining agreed service levels and customer satisfaction targets.
• Lead and mentor an offshore support team, providing technical guidance, workload management, escalation support, and performance oversight.
• Coordinate with client stakeholders, business teams, vendors, and development teams to resolve complex integration and data flow issues.
• Monitor, troubleshoot, and optimize integration workflows, MFT processes, event-driven architectures, and cloud-based components across the support landscape.
• Manage production deployments, release validations, and post-implementation support activities while ensuring minimal disruption to business operations.
• Ensure platform security, data integrity, compliance, and governance standards are maintained across Workato, GoAnywhere MFT, AWS services, and related integration components.
• Implement and maintain monitoring, alerting, and observability capabilities to proactively identify and address operational issues.
• Conduct root cause analysis (RCA) for major incidents and drive preventive actions to reduce recurring issues and improve platform stability.
• Maintain operational runbooks, support procedures, knowledge repositories, and disaster recovery documentation.
• Collaborate with architecture and engineering teams to recommend platform improvements, automation opportunities, and operational best practices.
• Support audits, compliance reviews, security assessments, and governance activities related to integration services.
• Experience working with cloud technologies, including AWS services, event-driven architectures, APIs, integrations, and managed file transfer solutions.
• Familiarity with ITIL processes, service management tools (ServiceNow/Jira), monitoring tools, and enterprise support frameworks.
• Ability to manage multiple priorities in a fast-paced production support environment while maintaining a strong customer-focus and ownership mindset.

Skills

Workato integrations

GoAnywhere MFT

AWS

Integration platform administration

ITIL processes

ServiceNow

Jira

Event-driven architecture

Cloud governance

Tools

ServiceNow

Jira

AWS Console

Job description

XPT Software Australia Pty Ltd is seeking an experienced Production Support Lead for Workato and AWS-based integration platforms in enterprise environments. You will act as the primary client-facing support lead, manage incidents, changes, and reports, and mentor offshore teams to ensure high availability and business continuity.

Responsibilities include overseeing SLA/OLA adherence, coordinating with stakeholders, monitoring integrations, and driving platform improvements while ensuring