Senior ECM Production & Incident Lead

Infosys Limited; Sydney; Hybrid; AUD 95,000 - 116,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Infosys Limited in Sydney is seeking an experienced L3 Support Lead to manage production support and operational stability for Westpac's ECM platforms. You will lead major incidents, drive service improvements, and mentor onshore and offshore L2/L3 teams. Location: Sydney; Salary: AUD 108571 - 119893 annual gross.

Flexible, hybrid working arrangements will be considered with case-by-case review. The role emphasizes incident, problem, change, and release management within a banking technology

Qualifications

• 8+ years in Application/Production Support.
• 5+ years supporting Enterprise Content Management platforms.
• Strong experience with 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 (Splunk, Dynatrace, AppDynamics, Grafana).
• Experience with ServiceNow and ITIL-based support processes.
• Strong understanding of Incident, Problem, Change, and Release Management.

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.

Skills

L3 Production Support

Incident Management

ECM platforms

Stakeholder Engagement

Automation & Monitoring

Education

Bachelor's degree in IT or related field

Tools

Splunk

Dynatrace

AppDynamics

Grafana

Job description

Infosys Limited in Sydney is seeking an experienced L3 Support Lead to manage production support and operational stability for Westpac's ECM platforms. You will lead major incidents, drive service improvements, and mentor onshore and offshore L2/L3 teams. Location: Sydney; Salary: AUD 108571 - 119893 annual gross.

Flexible, hybrid working arrangements will be considered with case-by-case review. The role emphasizes incident, problem, change, and release management within a banking technology