Support Engineer / Run Lead

Support Engineer / Run Lead – Testing Tools & Quality Platforms
About the OpportunityCharles Elena is recruiting a Support Engineer / Run Lead to take ownership of the operational management, stability, and continuous improvement of enterprise Testing Tools, Quality Engineering Platforms (QEP), and AI services within a major organization. This is a senior accountability role — you will be the primary point of contact for BAU operations, service performance, governance, and platform lifecycle activities across a complex, high-availability environment.
The Details📍 Location: Sydney, NSW (must be locally based)📅 Start: Immediate⏳ Contract Length: 6 months
About YouYou are an accomplished operational leader with a strong ITIL background and hands-on experience managing Testing Tools, Quality Engineering, and AI platforms. You are calm under pressure, confident coordinating across multiple teams during major incidents, and equally comfortable presenting executive updates as you are digging into root cause analysis. You bring structure, accountability, and a continuous improvement mindset to everything you own.
Key ResponsibilitiesOwn end-to-end operational management and run support of Testing Tools, QEP, and AI platformsEnsure platform availability, reliability, performance, and SLA compliance across all supported servicesAct as the primary escalation point for incidents, major incidents, and service disruptions, coordinating resolution across multiple teamsLead incident, problem, and root cause analysis processes, ensuring corrective and preventative actions are implementedDrive governance, risk, security, audit, and compliance requirements in line with enterprise standards and policiesCoordinate patching and change management activities, representing platforms through CAB and release governance processesMonitor platform health, utilization, and service metrics, providing regular operational reporting and executive updatesIdentify and implement service improvement, automation, and optimization opportunities to reduce operational overhead and enhance user experienceSupport onboarding of new teams, tools, and capabilities, ensuring appropriate operational readiness models are in placeMaintain operational documentation, support procedures, knowledge articles, and service cataloguesFoster a culture of accountability, collaboration, and operational excellence across all supported platforms
Required Experience & SkillsStrong background in IT Service Management (ITIL), including Incident, Problem, Change, and Release ManagementExperience managing Testing Tools, Quality Engineering platforms, AI services, DevOps, and cloud-based technologiesStrong stakeholder, vendor, and financial management capabilitiesExcellent communication, leadership, and cross-functional coordination skillsExperience driving operational excellence, platform modernization, and automation initiativesA self-sufficient and resourceful operator who works efficiently under pressure and delivers without the need for hand-holdingComfortable operating with confidence and composure in fast-paced, high-pressure environments where priorities can shift quickly
QualificationsMust be located in Sydney with full working rights. A tertiary qualification in Computer Science, Information Technology, or a related discipline is advantageous.
Please apply directly via LinkedIn and answer the required pre-screening questions.