Job Description

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- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
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- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
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- We have 120+technocrats in Australia working at our clientlocations.
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- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
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- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
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Position: Production Support Lead for Workato Integrations n

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

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

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

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

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

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

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

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





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

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

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

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

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

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

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

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

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

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

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

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

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📌 Support Lead- Workato Integrations (New South Wales)
🏢 XPT Software
📍 New South Wales