Senior L3 ECM Production Support Lead

Infosys; Sydney; Hybrid; AUD 109,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Infosys in Sydney is seeking an experienced L3 Support Lead to manage production support and ensure operational stability for ECM platforms in a banking tech environment. The role leads critical incident management, platform support, and stakeholder engagement across onshore and offshore teams.

The ideal candidate has 8+ years in application/production support with 5+ years on ECM platforms, and strong experience in configuration and optimization of OpenText, FileNet, and SharePoint ecosystems.

Qualifications

• 8+ years in Application/Production Support.
• 5+ years supporting Enterprise Content Management platforms.
• Strong ECM technology experience: OpenText Content Suite / Extended ECM, IBM FileNet, SharePoint, Hyland OnBase.
• Experience with SQL Server, Oracle, or PostgreSQL.
• Knowledge of REST APIs and enterprise integrations.
• Hands-on monitoring with Splunk, Dynatrace, AppDynamics, or Grafana.
• Experience with ServiceNow and ITIL-based support processes.
• Strong Incident, Problem, Change, and Release Management knowledge.

Responsibilities

• Lead L3 production support and ensure SLA/KPI compliance.
• Manage major incidents (P1/P2) with root cause analysis and problem management.
• Support ECM platforms, integrations, releases, and deployments.
• Drive platform availability, performance optimization, and service reliability.
• Lead and mentor L2/L3 support teams onshore and offshore.
• 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

Application support

Production support

ECM platforms

OpenText Content Suite

FileNet

SharePoint

SQL Server

Oracle

PostgreSQL

REST APIs

Windows/Linux

Monitoring tools

ServiceNow

ITIL processes

Incident management

Problem management

Release management

Tools

Job description

Infosys in Sydney is seeking an experienced L3 Support Lead to manage production support and ensure operational stability for ECM platforms in a banking tech environment. The role leads critical incident management, platform support, and stakeholder engagement across onshore and offshore teams.

The ideal candidate has 8+ years in application/production support with 5+ years on ECM platforms, and strong experience in configuration and optimization of OpenText, FileNet, and SharePoint ecosystems.