Support Engineer / Run Lead – Testing Tools & Quality Platforms

About the Chance

Charles Elena is recruiting a Support Engineer / Run Lead to take ownership of the operational management, stability, and continuous improvement of enterprise Testing Tools, Quality Engineering Platforms (QEP), and AI services within a major organization. This is a senior accountability role — you will be the primary point of contact for BAU operations, service performance, governance, and platform lifecycle activities across a complex, high-availability environment.

The Details

- ? Location: Sydney, NSW (must be locally based)
- ? Start: Immediate
- ⏳ Contract Length: 6 months

About You You are an accomplished operational leader with a strong ITIL background and hands-on experience managing Testing Tools, Quality Engineering, and AI platforms. You are calm under pressure, confident coordinating across multiple teams during major incidents, and equally comfortable presenting executive updates as you are digging into root cause analysis. You bring structure, accountability, and a continuous improvement mindset to everything you own.

Key Responsibilities

- Own end-to-end operational management and run support of Testing Tools, QEP, and AI platforms
- Ensure platform availability, reliability, performance, and SLA compliance across all supported services
- Act as the primary escalation point for incidents, major incidents, and service disruptions, coordinating resolution across multiple teams
- Lead incident, problem, and root cause analysis processes, ensuring corrective and preventative actions are implemented
- Drive governance, risk, security, audit, and compliance requirements in line with enterprise standards and policies




- Coordinate patching and change management activities, representing platforms through CAB and release governance processes
- Monitor platform health, utilization, and service metrics, providing regular operational reporting and executive updates
- Identify and implement service improvement, automation, and optimization opportunities to reduce operational overhead and enhance user experience
- Support onboarding of new teams, tools, and capabilities, ensuring appropriate operational readiness models are in place
- Maintain operational documentation, support procedures, knowledge articles, and service catalogues
- Foster a culture of accountability, collaboration, and operational excellence across all supported platforms

Required Experience & Skills

- Strong background in IT Service Management (ITIL), including Incident, Problem, Change, and Release Management
- Experience managing Testing Tools, Quality Engineering platforms, AI services, DevOps, and cloud-based technologies
- Strong stakeholder, vendor, and financial management capabilities
- Excellent communication, leadership, and cross-functional coordination skills
- Experience driving operational excellence, platform modernization, and automation initiatives
- A self-sufficient and resourceful operator who works efficiently under pressure and delivers without the need for hand-holding
- Comfortable operating with confidence and composure in fast-paced, high-pressure environments where priorities can shift quickly

Qualifications Must be located in Sydney with full working rights. A tertiary qualification in Computer Science, Information Technology, or a related discipline is advantageous.

- Please apply directly via LinkedIn and answer the required pre-screening questions.

📌 Support Engineer / Run Lead (Sydney)
🏢 Charles Elena
📍 Sydney