Position: L3 Support Lead – Enterprise Content Management (ECM)

Location: Sydney, NSW

Duration: 12 months

Job Details:

Key Responsibilities

Application & Platform Support

- Lead L3 support activities for ECM platforms, ensuring adherence to SLAs and operational KPIs.
- Provide advanced troubleshooting and root cause analysis for complex production incidents.
- Manage major incidents, problem management, and post-incident reviews.
- Coordinate production deployments, release activities, and environment support.
- Ensure platform availability, resiliency, and performance optimization.

Enterprise Content Management Expertise

- Support and maintain ECM solutions such as OpenText, Documentum, SharePoint, FileNet, Hyland OnBase, or equivalent enterprise content repositories.
- Manage content lifecycle, records management, retention, archiving, and document workflows.
- Support integration between ECM, core banking systems, CRM, and digital channels.
- Ensure compliance with governance, security, risk, audit, and regulatory requirements.

Service Leadership

- Lead a team of L2/L3 support analysts and managed service partners.
- Drive service improvement initiatives and operational maturity.
- Establish monitoring, alerting, and proactive support practices.
- Own support documentation, knowledge management, and runbooks.
- Participate in CAB, Change Management, and Problem Review forums.

Stakeholder Management

- Engage with business units, technology leaders, risk, security, and infrastructure teams.
- Provide regular service reporting, incident trend analysis, and operational insights.
- Act as the primary escalation point for critical ECM-related issues.
- Collaborate with project delivery teams for transition-to-support activities.

Automation & Continuous Improvement

- Identify opportunities to automate support processes and reduce operational overhead.
- Improve system observability through dashboards and monitoring tools.
- Drive platform modernization, technical debt reduction, and service reliability initiatives.





Required Skills & Experience

Technical Skills

- 8+ years of experience in Application Support or Production Support roles.
- 5+ years supporting Enterprise Content Management platforms.
- Strong experience with one or more ECM products:
- OpenText Content Suite
- OpenText Extended ECM
- IBM FileNet
- Documentum
- SharePoint Online/On-Premise
- Hyland OnBase
- Experience with:
- SQL Server, Oracle, or PostgreSQL
- REST APIs and integration technologies
- Windows and Linux platforms
- Middleware and enterprise integrations
- Monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana
- Experience with ITSM tools such as ServiceNow.

Operational Excellence
- Strong understanding of:
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Transition
- Experience managing critical P1/P2 incidents and executive communications.
- Proven ability to conduct root cause analysis and implement preventive actions.

Leadership Skills
- Experience leading support teams in large enterprise environments.
- Robust stakeholder management and communication skills.
- Ability to work across cross-functional squads and vendor ecosystems.
- Experience managing offshore/onshore support models.

Preferred Qualifications

- ITIL Foundation or ITIL v4 Certification.
- OpenText, FileNet, or SharePoint Certifications.
- Experience within Banking & Financial Services.
- Exposure to cloud platforms (Azure/AWS).
- Knowledge of DevOps, CI/CD, and Site Reliability Engineering (SRE) practices.

Success Metrics

- SLA and KPI compliance.
- Reduction in recurring production incidents.
- Mean Time to Resolution (MTTR) improvements.
- Platform availability and reliability targets.
- Audit and regulatory compliance outcomes.
- Stakeholder satisfaction and service maturity improvements.

Key Competencies

- Service Ownership
- Technical Leadership
- Analytical Problem Solving
- Operational Excellence
- Risk & Compliance Awareness
- Customer Centricity
- Continuous Improvement
- Executive Communication

Minimum Years of Experience 8 Years

📌 Support Lead – Enterprise Content Management (ECM) (Sydney)
🏢 Burgeon IT Services
📍 Sydney