Production Support with Workato

XPT Software; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

XPT Software is seeking a Production Support Lead to own the day-to-day operations of enterprise-grade integration platforms (Workato, GoAnywhere MFT) for clients across Banking, Insurance, Telecom, Retail, and more from Sydney.

You will manage incidents, drive change requests, mentor an offshore team, coordinate with client stakeholders and development teams, ensure SLAs and data governance, and uphold security in AWS-based environments while keeping business continuity in focus.

Qualifications

• Strong experience supporting and administering Workato-based integration platforms in enterprise environments.
• Lead production support for integrations including GoAnywhere MFT and AWS-based hubs/events.
• Experience with incident, problem, and change management processes (ITIL).

Responsibilities

• Act as the primary client-facing support lead, providing regular service reviews and incident communications.
• Own and manage incident, problem, and change management processes with timely resolution.
• Ensure adherence to SLAs, OLAs and KPIs while maintaining customer satisfaction targets.
• Lead and mentor an offshore support team with technical guidance and performance oversight.
• Coordinate with client stakeholders, vendors and development teams to resolve complex issues.
• Monitor, troubleshoot, and optimize integration workflows across cloud-based components.
• Manage production deployments, release validations, and post-implementation support.
• Ensure platform security, data integrity, compliance, and governance standards.

Skills

Workato

GoAnywhere MFT

AWS

Incident management

Change management

ITIL processes

ServiceNow

Jira

Monitoring tools

Offshore team leadership

Tools

Workato

GoAnywhere MFT

AWS

ServiceNow

Jira

Job description

• 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.
  

Detailed Job Description:

1. Strong experience supporting andadministering Workato-based integration platforms in enterprise environments.

2. Lead production support forWorkato integrations, GoAnywhere MFT, and AWS-based Integration Hub/Eventingplatforms, ensuring high availability and business continuity.

• Actas the primary client-facing support lead, providing regular servicereviews, incident communications, and operational status updates.
  
• Ownand manage incident, problem, and change management processes, ensuringtimely resolution of production issues and minimizing business impact.
  
• Ensureall support activities adhere to defined SLAs, OLAs, and KPIs,maintaining agreed service levels and customer satisfaction targets.
  
• Leadand mentor an offshore support team, providing technical guidance,workload management, escalation support, and performance oversight.
  
• Coordinatewith client stakeholders, business teams, vendors, and development teamsto resolve complex integration and data flow issues.
  
• Monitor,troubleshoot, and optimize integration workflows, MFT processes,event-driven architectures, and cloud-based components across thesupport landscape.
  
• Manageproduction deployments, release validations, and post-implementation supportactivities while ensuring minimal disruption to business operations.
  
• Ensureplatform security, data integrity, compliance, and governance standardsare maintained across Workato, GoAnywhere MFT, AWS services, and relatedintegration components.
  
• Implementand maintain monitoring, alerting, and observability capabilities toproactively identify and address operational issues.
  
• Conductroot cause analysis (RCA) for major incidents and drive preventiveactions to reduce recurring issues and improve platform stability.
  
• Maintainoperational runbooks, support procedures, knowledge repositories, anddisaster recovery documentation.
  
• Collaboratewith architecture and engineering teams to recommend platformimprovements, automation opportunities, and operational best practices.
  
• Supportaudits, compliance reviews, security assessments, and governanceactivities related to integration services.
  
• Experienceworking with cloud technologies, including AWS services, event-drivenarchitectures, APIs, integrations, and managed file transfer solutions.
  
• Familiaritywith ITIL processes, service management tools (ServiceNow/Jira),monitoring tools, and enterprise support frameworks.
  
• Abilityto manage multiple priorities in a fast-paced production supportenvironment while maintaining a strong customer-focus and ownershipmindset.