Level 3 Product Technical Support Team Lead, Vp

2901 Charles River Development Inc Australia Branch; City of Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

2901 Charles River Development Inc Australia Branch in Melbourne, VIC seeks an experienced Level 3 Product Technical Support Team Lead to own complex issue diagnosis, lead the local team, and partner with Product Engineering for effective resolutions.

The role emphasizes advanced troubleshooting, root-cause analysis, and incident leadership across Support, DevOps, and Infrastructure with a focus on trading systems and financial services.

Qualifications

• 10+ years in application or production support with L3 ownership.
• Experience leading a small, mixed-level support team.
• Proven ability to diagnose complex problems with analytics.
• Hands-on SQL and relational-database fundamentals.
• Experience in financial-services / trading systems preferred.
• Exposure to observability tooling (Dynatrace, SolarWinds).
• Strong communication for technical and business audiences.
• Strategic, big‑picture thinking and initiative.
• B.S. in Computer Science, Engineering, Mathematics, or related field.

Responsibilities

• Lead a Level 3 Product Technical Support team in Melbourne.
• Own root-cause analysis and RCA documentation for escalations.
• Coordinate with Product Engineering and QA on defects and fixes.
• Design viable workarounds to minimize downtime for trading functions.
• Manage escalations from L2 and ensure actionable outcomes.
• Define monitoring and runbooks; uplift operations knowledge.

Skills

L3 ownership

Team leadership

Root-cause analysis

SQL proficiency

Observability tools

Finance/trading systems

Clear communication

Strategic thinking

Bachelor's degree

Cross-functional collaboration

Education

BS in Computer Science / Engineering

Tools

Dynatrace

SolarWinds

SQL

C#/.Net

Java

Job description

Level 3 Product Technical Support Team Lead, VP 2901 Charles River Development Inc Australia Branch Melbourne, VIC, AU

Role Summary

The Level 3 Product Technical Support Team Lead, VP is the advanced escalation layer for the most complex CRIMS technical, functional, and operational issues. Where Level 2 restores service using known procedures, L3 diagnoses the unknown — owning root-cause analysis, defect recreation, workaround design, and the technical bridge into Product Engineering and QA. The role pairs deep domain expertise with sharp diagnostic instinct and the composure to handle the “sensitive,” high-visibility situations that shape how clients perceive CRD’s ability to resolve their problems. This role will lead the locally based team while partnering with regional Level 3 and Product Engineering teams to drive effective collaboration and alignment.

Primary Objective

Diagnose complex technical problems, determine true root cause, and distinguish software defects from configuration, data, operational, or infrastructure faults — resolving through technical expertise or packaging the issue cleanly for Engineering.

Key Responsibilities

• Team leadership - Establishment and maturity of specialised technical support team through complex, high risk and high impact incident triage.
• Sev1 leadership — Provide technical leadership on critical incidents, coordinating across Support, Operations, DevOps, and Infrastructure.
• Advanced troubleshooting — Perform deep technical troubleshooting across logs, database state, configuration, and performance behaviour to isolate failures, quantify scope, and determine whether the issue is caused by data, configuration, code, integration, infrastructure, or environmental conditions.
• Troubleshooting evidence pack — Capture and interpret application and integration logs, SQL/database analysis, configuration comparisons, and performance investigation findings so escalations to Product Engineering are fact-based, reproducible, and actionable.
• Root-cause analysis — Conduct structured RCA and classify each issue as a configuration, operational, infrastructure, or software defect.
• Defect recreation — Partner with QA teams to reproduce defects in lower environments to validate findings before escalation.
• Workaround design — Engineer viable workarounds that minimise interruption to time-sensitive trading functions.
• Escalation ownership — Handle escalations from L2 where no Standard Operating Processes (SOPs) exists, root cause is unknown, or deep technical expertise is required.
• Engineering liaison — Create and manage defects and enhancement requests, support hotfix deployment, and meet with Product Engineering to relay significant operational issues and prioritise non-functional requirements (NFRs).
• Operational uplift — Define monitoring requirements and operational controls, author and update runbooks for L2, and review recurring incidents to drive systemic improvement.
• New-product readiness — Act as an entry point for new product introduction to Operations infrastructure, flagging deployment and operability risks.

Accountable For

• Operational knowledge transfer

Not Responsible For

• Source-code modification
• New-feature implementation ownership

Skills & Experience

• 10+ years in application or production support with genuine L3 ownership.
• Prior experience managing a small-scale support team of different levels.
• Demonstrated history of solving complex technical problems with a strong analytical mindset.
• Hands-on SQL and sound grasp of relational-database fundamentals; scripting ability (SQL, etc.) for task automation.
• Financial-services / investment-management / trading-systems experience — CRIMS strongly preferred.
• Observability tooling exposure (e.g. Dynatrace, SolarWinds) advantageous; C#/.Net or Java familiarity a plus.
• Communication skills to translate complex problems into both technical and business terms; equally credible with portfolio managers, traders, and engineers.
• Management-level thinking — perceptive to situational nuance and able to see the larger picture of an issue.
• B.S. in Computer Science, Engineering, Mathematics, or a related technical discipline.

Additional requirements

Periodic off-hours support

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on jobs at ********************************** our CEO Statement

Remote

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies.While our companies are diverse, three similarities bind us:.We exist to create lasting, posit

At MUFG Retirement Solutions, we’re building a trusted, scalable, and responsible automation and AI ecosystem that supports better outcomes for our customers, our people, and our regulators.We’re s

Training & Development Lead.An exciting full-time opportunity in Frankston for someone ready to support capability, compliance and drive high-quality learning across Community Care.Salary packa

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence.Because it takes human intelligence to build

As MECCA continues to grow and evolve our Core Technology landscape,we’relooking for an experiencedTestLeadto join our team based at our Support Centre in Richmond, Victoria.This role plays a

Our client is a large, iconic Melbourne organisation with a workforce of 7,000 employees — 5,000 of whom are processed fortnightly through a complex time and attendance environment.This is a rare o

One Ledger Finance Pty Ltd is a finance and mortgage services company committed to delivering tailored lending solutions to clients.We work closely with individuals and businesses to support their

Block is one company built from many blocks, all united by the same purpose of economic empowerment.The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Sec

Alsco Uniforms has been providing professional, hygienic, Managed Rental Services throughout Australia since 1963.The Alsco Uniforms group consists of: Alsco Uniforms, a Managed Rental Service prov

Our clienthas engaged Evolve Scientific (NES Fircroft) to source an experienced.With over 90 years of experience in local hygiene solutions, whether it’s cleaners, sanitisers, or disinfectants, ou

Technology Leader | Full Stack & Digital Products.Information & Communication Technology.Technology Leader focused on digital platforms, workflow automation and scalable technology solution

Sydney, Brisbane, Adelaide, Melbourne, Perth.The salary range for this role is $147,408 - $160,375.The Department of Industry, Science and Resources and our broader portfolio are integral to the Au

Remote

Discover The System Surveoo That’s Helping Newbies Earn Daily.Turn your free time into daily earnings by answering simple surveys.No product or tech skills needed.Join For Free And Start Earn

Technology team plays a critical role in bringing that purpose to life.Technical Development Lead – Merchandise & Supply Chain.This is a hands-on technical leadership role where you’ll guide de

Lead Product Manager – Melbourne – $200,000 -.Lead a Product Team – Productionised AI Features – Strong Career Development – Amazing Culture.Morgan Consulting are partnering with an exciting and fo

As the Technical Lead, you will have two main streams to focus on:.Be the Hexagon’s product specialist and the technical reference on solution implementations in the region, coaching and owning the

As the SE – Team Lead, you will be responsible for outcomes of delivery/engineering for the team.You are a leader, comfortable with managing software development and delivery, continually reviewing

At AECOM, we're delivering a better world.Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thr

The Technology Analyst – Solutions & Support plays a key role within Zitcha’s Customer Team, acting as the bridge between our customers, Product, Engineering, and Customer Success teams.You’ll