/n Job Details: /n Key Responsibilities /n Application &

• Platform Support /n · Lead L3 support activities for ECM platforms, ensuring adherence to SLAs and operational KPIs. /n · Provide advanced troubleshooting and root cause analysis for complex production incidents. /n · Manage major incidents, problem management, and post-incident reviews. /n · Coordinate production deployments, release activities, and workplace support. /n · Ensure platform availability, resiliency, and performance optimization. /n Enterprise Content Management Expertise /n · Support and maintain ECM solutions such as OpenText, Documentum, SharePoint, FileNet, Hyland OnBase, or equivalent enterprise content repositories. /n · Manage content lifecycle, records management, retention, archiving, and document workflows. /n · Support integration between ECM, core banking systems, CRM, and digital channels. /n · Ensure compliance with governance, security, risk, audit, and regulatory requirements. /n Service Leadership /n · Lead a team of L2/L3 support analysts and managed service partners. /n · Drive service improvement initiatives and operational maturity. /n · Establish monitoring, alerting, and proactive support practices. /n · Own support documentation, knowledge management, and runbooks. /n · Participate in CAB, Change Management, and Problem Review forums. /n Stakeholder Management /n · Engage with business units, technology leaders, risk, security, and infrastructure teams. /n · Provide regular service reporting, incident trend analysis, and operational insights. /n · Act as the primary escalation point for critical ECM-related issues.



/n · Collaborate with project delivery teams for transition-to-support activities. /n Automation &

• Continuous Improvement /n · Identify opportunities to automate support processes and reduce operational overhead. /n · Improve system observability through dashboards and monitoring tools. /n · Drive platform modernization, technical debt reduction, and service reliability initiatives. /n /n Required Skills &

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



/n · Incident Management /n · Problem Management /n · Change Management /n · Release Management /n · Service Transition /n · Experience managing critical P1/P2 incidents and executive communications. /n · Proven ability to conduct root cause analysis and implement preventive actions. /n Leadership Skills /n · Experience leading support teams in large enterprise environments. /n · Strong stakeholder management and communication skills. /n · Ability to work across cross-functional squads and vendor ecosystems. /n · Experience managing offshore/onshore support models. /n /n Preferred Qualifications /n · ITIL Foundation or ITIL v4 Certification. /n · OpenText, FileNet, or SharePoint Certifications. /n · Experience within Banking &

• Financial Services. /n · Exposure to cloud platforms (Azure/AWS). /n · Knowledge of DevOps, CI/CD, and Site Reliability Engineering (SRE) practices. /n /n /n Success Metrics /n · SLA and KPI compliance. /n · Reduction in recurring production incidents. /n · Mean Time to Resolution (MTTR) improvements. /n · Platform availability and reliability targets. /n · Audit and regulatory compliance outcomes. /n · Stakeholder satisfaction and service maturity improvements. /n Key Competencies /n · Service Ownership /n · Technical Leadership /n · Analytical Problem Solving /n · Operational Excellence /n · Risk &

• Compliance Awareness /n · Customer Centricity /n · Continuous Improvement /n · Executive Communication /n /n Minimum Years of Experience 8 Years /n Interview Process (Is face to face required?)

/n No /n Any additional information you would like to share about the project specs/ nature of work /n NA /n

📌 Support Lead - Enterprise Content Management (ECM) (Sydney)
🏢 Infosys APAC
📍 Sydney