Systems Support Team Leader

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visitwww.superloop.com to learn more.

Business Unit Overview

Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

The Network Operations team plays a central role in supporting Superloop network, products and services across managed services and connectivity to wholesale, consumer and business customers. The team is comprised of multiple technical teams, with network and services being supported 24x7x365. The team provides a mix of technical and customer service support, ranging from first port of call for issues and enquiries to more complex issues and advanced troubleshooting.

Role Purpose

The Systems Support Team Leader you will be responsible for leading a team of system support analysts, for 24x7x365 monitoring, triage and incident response in operational support of Superloop’s critical systems. You will work closely with internal stakeholders, system development teams, and third-party vendors to identify and resolve technical issues, restore system functionality to deliver a great customer experience.

Key Responsibilities

• Lead and manage System Support Centre team to ensure effective 24x7 system alert monitoring, triage and resolution.

• Oversee daily case activities ensuring proper escalation and communication of network outages and performance issues.

• Provide technical guidance and act as the primary escalation point for System Support Analysts, ensuring timely resolution of complex issues.

• Oversee proactive monitoring of system alerts, performance metrics, and event logs, ensuring potential issues are identified and addressed ensuring proper incident classification, prioritization, and escalation procedures.

• Proactively monitor system and DB alerts, performance metrics, and event logs to identify potential issues or anomalies. Take proactive measures to prevent or mitigate service disruptions and maintain system reliability.

• Categorise incidents and follow the respective incident management processes (Major, P1, P2, P3)

• Follow ticket hygiene and handover process;

• Create and update system support documentation and diagrams as required;

• Collaborate with colleagues, team members, and other support teams to share knowledge, coordinate efforts, and provide seamless support experiences for users or customers.

Qualifications and Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.

• 3+ years of experience in an application support, production support, or operations role supporting business-critical systems.

• Experience in the telecommunications industry supporting telecom-specific applications.

• Experience supporting BSS/OSS systems (billing, CRM, provisioning, order management, or network-facing platforms) in a telecommunications environment is highly desirable.

• Knowledge of ITIL frameworks and best practices in IT service management.

• Proficiency in SQL, scripting languages, and system administration.

• Experience with observability tools, including Nagios and Datadog.

• Familiarity with incident management tools (Salesforce).

• Experience with cloud platforms, APIs, and integrations is a plus.

• Excellent problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

• Strong English communication, and stakeholder management skills.

On Offer

• Free Home Broadband

• Free Mobile SIM plan

• Flexibility - 3 days/week in the office

• Lunch on Wednesdays, snacks, donuts and more!

• Diverse and inclusive culture

• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.