L3 Support Lead – Enterprise Content Management (ECM)
Core
Lead L3 application support, incident resolution, and platform modernization for Westpac's mission-critical Enterprise Content Management (ECM) solutions.
Role type
Senior IC L3 Support Lead (Enterprise Content Management)
Builds
Production stability and operational excellence for ECM platforms serving core banking and digital channels
Domain
Banking & Financial Services / Enterprise Content Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced ECM troubleshooting, root cause analysis, major incident management, platform modernization, team leadership, stakeholder management, automation of support processes, compliance with governance and security, release coordination, SQL/Oracle/PostgreSQL, REST APIs, Windows/Linux, middleware integration, monitoring tools (Splunk/Dynatrace/AppDynamics/Grafana), ITSM (ServiceNow), ITIL processes (Incident/Problem/Change/Release/Transition)
Preferred skills
Cloud platforms (Azure/AWS), DevOps/CI/CD/SRE practices, Banking domain expertise, OpenText/FileNet/SharePoint certifications
Technologies
OpenText Content Suite, OpenText Extended ECM, IBM FileNet, Documentum, SharePoint Online/On-Premise, Hyland OnBase, SQL Server, Oracle, PostgreSQL, Splunk, Dynatrace, AppDynamics, Grafana, ServiceNow, Azure, AWS
Responsibilities
Lead L3 support activities ensuring SLA adherence; Provide advanced troubleshooting and root cause analysis for complex incidents; Manage major incidents and post-incident reviews; Coordinate production deployments and release activities; Lead a team of L2/L3 support analysts and managed service partners; Engage with business units and technology leaders for escalation and reporting
Seniority
Senior, hands-on IC with leadership responsibilities