At a Glance
- Tasks: Lead Level 3 support for ECM platforms and drive continuous improvement initiatives.
- Company: Join XPT Software, a dynamic tech company with a global presence.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with excellent career advancement opportunities.
- Why this job: Make a real impact in enterprise content management and enhance your technical skills.
- Qualifications: 8+ years in application support and strong experience with ECM platforms.
The predicted salary is between 121500 - 148500 $ per year.
- XPT Software Australia Pty Ltd | Contract
- Sydney, Australia | Posted on 09/22/2026
- XPT Software Australia PTY Ltd, incorporated in 2016, is a Software Services company
- XPT works with topclients across Australia in Banking, Insurance, Telecom, Retail, Energy, Mining and Manufacturingdomains.
- We have 120+technocrats in Australia working at our clientlocations.
- XPT Software Australia is part of group companies which has globalpresence across India & Europe.
- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
Job Description
Role Overview
The L3 Support Lead for Enterprise Content Management (ECM) is responsible for leading Level 3 application support, maintenance, incident resolution, and continuous improvement of Westpac's ECM platforms and services.
The role acts as the highest level of technical support, ensuring platform stability, operational excellence, security compliance, and alignment with business and regulatory requirements.
The successful candidate will work closely with business stakeholders, infrastructure teams, architects, vendors, and delivery squads to support mission-critical content management solutions and drive platform modernization initiatives.
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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.
- Support and maintain ECM solutions such as Open Text, Documentum, Share Point, File Net, Hyland On Base, 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.
- 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.
- 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.
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- 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
- Open Text Content Suite
- Open Text Extended ECM
- IBM File Net
- Documentum
- Hyland On Base
• Experience with
- SQL Server, Oracle, or Postgre SQL
- REST APIs and integration technologies
- Windows and Linux platforms
- Middleware and enterprise integrations
- Monitoring tools such as Splunk, Dynatrace, App Dynamics, or Grafana
- Experience with ITSM tools such as Service Now.
- Operational Excellence
• Strong understanding of
- 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.
- Strong stakeholder management and communication skills.
- Ability to work across cross-functional squads and vendor ecosystems.
- Experience managing offshore/onshore support models.
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- Preferred Qualifications
- Experience within Banking & Financial Services.
- Exposure to cloud platforms (Azure/AWS).
- Knowledge of Dev Ops, CI/CD, and Site Reliability Engineering (SRE) practices.
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L3 Support Lead – Enterprise Content Management in Sydney employer: XPT Software Australia Pty Ltd
XPT Software Australia Pty Ltd is an exceptional employer, offering a dynamic work environment in the heart of Sydney, where innovation meets collaboration. With a strong focus on employee growth and development, we provide ample opportunities for career advancement through mentorship and leadership roles, particularly in the fast-evolving field of infrastructure services. Our commitment to service excellence and operational governance ensures that our team members are empowered to lead transformative projects while enjoying a supportive culture that values diversity and teamwork.
Contact Details:
XPT Software Australia Pty Ltd Recruitment Team
