🌍 Lead Global Support Excellence as Global Second Level Support Manager
Join Cochlear, the global leader in implantable hearing solutions, as our Global Second Level Support Manager and play a pivotal role in connecting people with life-changing hearing technologies. This senior leadership position can be based in either Sydney, Australia or Kuala Lumpur, Malaysia, offering the opportunity to lead a global team and ensure operational excellence across our commercial platforms worldwide.
🎯 Your Impact: Key Responsibilities
Global Support Leadership
- Deliver stable, predictable Second Level Support across major platforms including Salesforce, SAP, Oracle, Boomi, Marketing Cloud, Snowflake, and downstream services
- Lead and develop a high-performing global support team across APAC, CAM, EMEA, and CLASA regions
- Oversee incident and problem management, ensuring comprehensive root cause analysis and effective corrective actions
- Drive service readiness and quality assurance for major releases and global transformation programs
Operational Excellence & Continuous Improvement
- Champion continuous improvement initiatives to reduce complexity and enhance SLA performance
- Lead configuration, deployment, and release activities with precision and compliance
- Build strong stakeholder relationships, ensuring clear communication and operational transparency
- Foster a culture of accountability, innovation, and professional growth within the global team
Strategic Platform Management
- Ensure business continuity and operational readiness across all commercial operations platforms
- Manage configuration stewardship and deployment quality for global systems
- Implement best practices in service management and support processes
- Drive operational excellence through measurable performance metrics and KPIs
⭐ Your Profile: Qualifications & Experience
Essential Requirements
- 12+ years of professional experience including:
- 8+ years in leadership or team management roles
- 5+ years in application or Second Level Support management
- Bachelor's degree in Computer Science, IT, or related field
- ITIL and advanced service management certifications
- Fluent English proficiency; additional languages advantageous
Technical Expertise
- Strong expertise in incident, problem, and service management methodologies
- Experience with configuration and deployment management
- Desired experience with Salesforce, SAP, Oracle, Boomi, Snowflake, and integration platforms
- Proven ability in stakeholder engagement and strategic communication
Leadership Competencies
- Demonstrated success in building and leading high-performing global teams
- Strong strategic thinking with operational execution capabilities
- Excellent relationship-building and stakeholder management skills
- Ability to drive continuous improvement in complex, global environments
💫 Why Join Cochlear?
Meaningful Mission
- Contribute to Cochlear's mission of helping people hear and be heard worldwide
- Work for the global leader in implantable hearing solutions
- Transform lives through innovation and technological excellence
- Join employees who rank "making a difference" as their top reason for working at Cochlear
Global Impact & Innovation
- Work with cutting-edge technologies and global teams across multiple regions
- Lead support for major platforms powering Cochlear's commercial operations
- Participate in global transformation programs and strategic initiatives
- Enjoy a culture that values innovation, collaboration, and continuous learning
Career Development
- Clear pathway to senior technology leadership roles
- Exposure to global operations and strategic technology initiatives
- Opportunities for professional growth and skill development
- Support for continuous learning and career advancement
Location Flexibility
- Choice of base location: Sydney, Australia or Kuala Lumpur, Malaysia
- Global team collaboration across multiple time zones
- Modern workplace facilities with flexible arrangements
- International exposure and networking opportunities
Comprehensive Benefits
- Competitive compensation package with performance incentives
- Comprehensive health and wellness programs
- Professional development and certification support
- Employee benefits supporting work-life balance
- Programs celebrating diversity, inclusion, and unique contributions
✨ Ready to Lead Global Support for Life-Changing Technology?
If you're an experienced support leader with global team management experience and passion for operational excellence, we encourage you to apply. This role offers the unique opportunity to lead Cochlear's global Second Level Support function while contributing to technology that transforms lives through the gift of hearing.
Apply Now & Help Us Create a World of Sound!
