Applications & Products Support Lead

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Date: 18 Dec 2024

Location: AU

Company: Woodside Energy Ltd

About Woodside Energy

 

We know great results come from our people feeling valued, getting the support they need to reach their full potential as well as bring their whole self to work. We also recognise that enduring, meaningful relationships with communities are fundamental to maintaining our licence to operate.

 

Technology and innovation are essential to our long-term sustainability. We are growing our carbon and new energy businesses using technology to reduce emissions and the carbon footprint of our products. We are working to improving energy efficiency, offset emissions, reduce emissions intensity and explore options for lower-carbon energy. Woodside led the development of the LNG industry in Australia and is applying this same pioneering spirit to solving future energy challenges.

 

Our global headquarters are based in Perth and our state-of-the-art campus reflects the quality of life Perth is known for - with a six Green Star rating, advanced wellness features and flexibility in how you work.

 

About the Role:

 

The Products and Applications Support Lead oversees the day-to-day operations of our products and applications, ensuring that customers and internal users receive timely, effective, and expert assistance with product and applications-related issues, from troubleshooting and issue resolution to product and applications deployment support. The role oversees the support of some of our global products (e.g. Fuse) and other applications, ensuring a fit-for-purpose support model that maximise cost efficiency with the appropriate level of support. The role also oversees projects and product teams’ adherence to our Transfer to Operations (TTO) process, ensuring the proper level of oversight and quality assurance before a product and application enters support. The role should also champion an Applications Lifecyle Management (ALM) mindset, ensuring that the maintenance, support and retirement stage of the product and application are factored into applications and product roadmaps, working closely with the Digital Engagement Leads, and other stakeholders in Digital to recommend way forward.  

 

Duties & Responsibilities:

 

  • Lead, manage and develop a team of product and applications support specialists (including offshore and hybrid teams), ensuring high levels of performance, engagement, and customer satisfaction.
  • Set clear performance expectations – including SLAs and KPIs – and manage resources to ensure timely and accurate issue resolution.
  • Oversee the support process for both internal and external users, ensuring that all products and applications-related queries and issues are addressed efficiently and with high-quality resolutions.
  • Act as an escalation point for complex products and applications issues, liaising with applications, engineering, development, and products teams when necessary to find long-term resolutions.
  • Implement and maintain service level agreements (SLAs) to ensure timely and effective response and resolution for all support requests.
  • Continuously assess and improve support workflows and tools, optimising for efficiency, quality and customer satisfaction.
  • Understand the Applications and Product Lifecyle Management process, working with the Engagement, Business Partners, and Product Leads to recommend course of actions around products and applications, ensuring that risks and costs are managed effectively and holistically across the lifecycle of the products and applications.
  • Work with the projects and products teams to effectively manage the transfer to operations, ensuring that the applications and products has met all the appropriate quality assurance gates before moving into support.
  • Analyse recurring issues and identify opportunities for product or process improvements that can reduce support volume and improve the overall customer experience.
  • Work with engagement leads, product and project managers and development teams to prioritise bug fixes, enhancements, and new features based on feedback and products and applications performance.
  • Define, track and report on Key Performance Metrics (KPIs) for the support team, such as response time, resolutions times, customer satisfaction and ticket volume.
  • Conduct root cause analysis for critical issues or recurring incidents and recommend corrective actions to prevent future problems.

 

Skills & Experience:

  • Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent work experience).
  • 8+ years of experience in product or applications support, or customer service roles, with at least 5 years in a management or leadership capacity.
  • Proven track record of successfully managing a support team, including experience in performance and vendor management.
  • Experience working with cross-functional teams (e.g. engineering, applications, products) to ensure alignment and resolution of issues.
  • You will demonstrate the following leadership attributes and a commitment to Woodside values:
    • Be Visionary: Looks to long-term future to shape the vision. Connects initiatives to new Woodside’s purpose in a way that motivates and builds commitment from people
    • Be Courageous: Decisive, takes ownership, role models safe to speak, challenges respectfully, delivers tough messages, coaches effectively, seeks and receives feedback with humility
    • Be Business Outcome Focused: Embraces 'One Team', prioritizes 'common good' (enterprise) over functional KPIs. Focuses on the results & accepts accountability for the outcomes 
    • Enables Clarity & Prioritization: Focuses on what matters most, brings transparency, sets clear expectations, and enables team to make decisions with the right amount of information
    • Build Trusts, Respect, & Inclusion: Removes barrier to inclusion and creates inclusive, equitable, and diverse organization culture

 

 

If you think you can do this job but don’t meet all the criteria, that’s OK! Please apply. At Woodside, we value people with diverse experiences and backgrounds, as they provide unique perspectives that help us innovate.

 

Recognition & Reward:

 

What you can expect from us:

  • Commitment to your ongoing development, including on-the-job opportunities, formal programs, coaching and mentoring
  • Industry-leading 18 weeks’ paid parental leave for primary carer, and maintenance of superannuation or retirement benefits at the current rate during any period of unpaid parental leave for up to 24 months (plus secondary carer leave entitlements)
  • Values led culture
  • Active employee community groups for gender equality, reconciliation between Indigenous and non-Indigenous Australians, and LGBTI+ staff and allies, and Neurodiversity
  • Community volunteering opportunities
  • Relocation assistance (if required)
  • A competitive remuneration package featuring performance-based incentives and above-industry superannuation contributions

 

Woodside is committed to fostering an inclusive and diverse workforce culture, which is supported by our Values. Our aim is to attract, develop and retain a truly diverse and high-performing workforce. 

Diversity encompasses differences in age, nationality, race, ethnicity, national origin, religious beliefs, sex, sexual orientation, intersex status, gender identity or expression, relationship status, disability, neurodiversity, cultural background, thinking styles, experience, family background, including caregiving commitments, and education. Inclusion centres on all employees creating a climate of trust and belonging, where people feel comfortable to bring their whole self to work.

We offer supportive pathways for all employees to grow and develop leadership skills. We encourage applications from Aboriginal and Torres Strait Islander people and those seeking a more flexible working environment, including part-time opportunities

 

Applications close at 11:59pm AWST on 6th Jan 2025.

 

Click APPLY to submit your application

 

Please note Woodside Energy will only accept direct candidate applications. We do not accept applications from Recruitment Agencies.