Support Lead- Workato Integrations

XPT Software; Sydney; On-site; AUD 140,000 - 185,000; Full time

Job summary

XPT SoftwareAustralia PTY Ltd in Sydney seeks a Production Support Lead for Workato-based integrations. You will own production support for Workato integrations, GoAnywhere MFT, and AWS-driven platforms, ensuring high availability and service quality.

You will act as the primary client-facing lead, manage incidents, and coordinate with offshore teams and client stakeholders to drive timely resolutions and platform stability.

Qualifications

• Strong experience supporting and administering Workato-based integration platforms in enterprise environments.
• Lead production support for Workato integrations, GoAnywhere MFT, and AWS-based Integration Hub/Eventing platforms.
• 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.

Responsibilities

• Lead production support for Workato integrations and related platforms.
• Ensure high availability and business continuity through proactive monitoring.
• Coordinate with client stakeholders and internal teams to resolve complex issues.
• Monitor and optimize integration workflows and cloud components across the landscape.
• Oversee incident, problem, and change management processes to minimize disruption.

Skills

Workato Integrations

GoAnywhere MFT

AWS Services

Event-driven Architecture

Tools

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.

Position: Production Support Lead for Workato Integrations

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

2. Lead production support for Workato integrations, GoAnywhere MFT, and AWS-based Integration Hub/Eventing platforms, ensuring high availability and business continuity.

3. Act as the primary client-facing support lead, providing regular service reviews, incident communications, and operational status updates.

4. Own and manage incident, problem, and change management processes, ensuring timely resolution of production issues and minimizing business impact.

5. Ensure all support activities adhere to defined SLAs, OLAs, and KPIs, maintaining agreed service levels and customer satisfaction targets.

6. Lead and mentor an offshore support team, providing technical guidance, workload management, escalation support, and performance oversight.

7. Coordinate with client stakeholders, business teams, vendors, and development teams to resolve complex integration and data flow issues.

8. Monitor, troubleshoot, and optimize integration workflows, MFT processes, event-driven architectures, and cloud-based components across the support landscape.

9. Manage production deployments, release validations, and post-implementation support activities while ensuring minimal disruption to business operations.

10. Ensure platform security, data integrity, compliance, and governance standards are maintained across Workato, GoAnywhere MFT, AWS services, and related integration components.

11. Implement and maintain monitoring, alerting, and observability capabilities to proactively identify and address operational issues.

12. Conduct root cause analysis (RCA) for major incidents and drive preventive actions to reduce recurring issues and improve platform stability.

13. Maintain operational runbooks, support procedures, knowledge repositories, and disaster recovery documentation.

14. Collaborate with architecture and engineering teams to recommend platform improvements, automation opportunities, and operational best practices.

15. Support audits, compliance reviews, security assessments, and governance activities related to integration services.

16. Experience working with cloud technologies, including AWS services, event-driven architectures, APIs, integrations, and managed file transfer solutions.

17. Familiarity with ITIL processes, service management tools (ServiceNow/Jira), monitoring tools, and enterprise support frameworks.

18. Ability to manage multiple priorities in a fast-paced production support environment while maintaining a strong customer-focus and ownership mindset.

Must Have Skills: Workato Integration & PlatformGoAnywhere Managed File Transfer (MFT)

Nice to Have Skills: AWS (EventBridge, Lambda, SQS, SNS, CloudWatch, API Gateway, etc.)