L3 Support Lead – Enterprise Content Management (ECM)
XPT Software Australia Pty Ltd · AU
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About the Role
The L3 Support Lead for Enterprise Content Management (ECM) leads Level 3 application support, maintenance, incident resolution, and continuous improvement of Westpac's ECM platforms. This role ensures platform stability, operational excellence, security compliance, and alignment with business and regulatory requirements, working closely with stakeholders and delivery teams to support critical content management solutions and drive modernization.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- Experience with REST APIs and integration technologies.
- Experience with Windows and Linux platforms.
- Experience with middleware and enterprise integrations.
- Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana.
- Experience with ITSM tools such as ServiceNow.
- Strong understanding of Incident Management, Problem Management, Change Management, Release Management, and Service Transition.
- Experience managing critical P1/P2 incidents and executive communications.
- Proven ability to conduct root cause analysis and implement preventive actions.
- Experience leading support teams in large enterprise environments.
- Strong stakeholder management and communication skills.
- Ability to work across cross-functional squads and vendor ecosystems.
- Experience managing offshore/onshore support models.
Skills
- Enterprise Content Management (ECM)
- OpenText Content Suite
- OpenText Extended ECM
- IBM FileNet
- Documentum
- SharePoint Online/On-Premise
- Hyland OnBase
- SQL Server
- Oracle
- PostgreSQL
- REST APIs
- Integration technologies
- Windows
- Linux
- Middleware
- Enterprise integrations
- Splunk
- Dynatrace
- AppDynamics
- Grafana
- ServiceNow
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Transition
- Root Cause Analysis
- Stakeholder Management
- Communication Skills
- ITIL Foundation
- ITIL v4 Certification
- DevOps
- CI/CD
- Site Reliability Engineering (SRE)
Experience Level
- 8+ years of experience in Application Support or Production Support roles
- 5+ years supporting Enterprise Content Management platforms
About the Company
- Westpac's ECM platforms and services