L3 Support Lead - Enterprise Content Management (ECM)

L3 Support Lead- ECM
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.

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:

o OpenText Content Suite
o OpenText Extended ECM
o IBM FileNet
o Documentum
o SharePoint Online/On-Premise
o Hyland OnBase

• Experience with:

o SQL Server, Oracle, or PostgreSQL
o REST APIs and integration technologies
o Windows and Linux platforms
o Middleware and enterprise integrations
o Monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana

• Experience with ITSM tools such as ServiceNow.

Operational Excellence

• Strong understanding of:

o Incident Management
o Problem Management
o Change Management
o Release Management
o 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.

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.