Engineering Support Manager

About Objective:

At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.

Our role:

We are currently seeking a dedicated and dynamic Engineering Support Manager to join our team in Sydney. As a senior member of the Global Support team, you will lead a talented group of Software Support Specialists providing Level 3 Support. This essential role ensures high-quality support services for clients by managing the Engineering Support Process and overseeing Major Incident Management for timely issue resolution.

Reporting to the Global Support Director, this role emphasizes strong people management, leadership, and deep knowledge of software applications and support processes.

A day in your role:

• People Management
• Oversee the daily operations of the Engineering Support Team, ensuring efficient and effective handling of support requests.
• Foster a collaborative and high-performing team culture, focusing on high engagement.
• Process
• Develop, implement, and maintain best practices for the Engineering Support Process.
• Lead technical decision-making within the team.
• Monitor support metrics and KPIs and report on team performance to the Global Support Director.
• Major Incident Management
• Lead the response and resolution efforts for major incidents, ensuring minimal impact on clients and business operations.
• Coordinate with cross-functional teams to manage and resolve major incidents effectively.
• Communicate incident status, progress, and resolution plans to stakeholders.
• Conduct post-incident reviews to identify root causes and implement preventative measures.
• Client Interaction and Support
• Serve as an escalation point for complex support issues and client concerns.
• Ensure high levels of client satisfaction by delivering prompt and effective support.
• Develop and maintain strong relationships with key clients and stakeholders.
• Technical Expertise
• Maintain an in-depth understanding of the company’s software applications and technical environment.
• Stay current with industry trends and best practices in application support and incident management.
• Provide technical guidance and support to the team on complex issues.
• Product
• Provide insights and feedback from clients to product development teams to enhance product offerings and advocate for product features.
• Work closely with the product team for resolutions or patches required for software defects.

Your skills, experience and beyond:

• Demonstrated experience in software application support, with expertise in a leadership role.
• Good understanding of application development lifecycle.
• Technical expertise in relational databases such as SQL server and PostgreSQL.
• Knowledge of security practices such as OWAP, CVE Vulnerabilities
• Proven experience in managing and leading support teams.
• Strong understanding of support processes, incident management, and client service principles.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• ITIL certification or similar is desirable.
• Government (Local and Central) sector experience is desirable.

Our benefits:

• Adaptable work structure fostering balance. 
• Experienced counsellors for valuable guidance. Cutting-edge tech tools enhancing productivity. 
• Abundant learning resources to enhance your skills.
• Social gatherings to unwind and promote team bonding.
• We are an endorsed employer for all women. See our range of benefits directly at WORK180.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole selves to work each day. At Objective, we never discriminate based on any recognized characteristics or any other prohibited by applicable law. 

To provide a positive experience, please advise our Talent Team of any adjustments required during the recruitment process so we can support you.