Global Second Level Support Manager
We're looking for an experienced Global Second Level Support Manager to lead Cochlear's global Second Level Support function within Commercial Operations. This critical role ensures stable, predictable, and high-quality support across major platforms including Salesforce, SAP, Oracle, Boomi, Snowflake, and related systems.
Location: This role can be based either in Sydney, Australia or Kuala Lumpur, Malaysia.
Role Overview
You will manage a global team responsible for incident resolution, problem management, configuration stewardship, and deployment quality, enabling business continuity and operational readiness across regions: APAC, CAM, EMEA, and CLASA.
Key Responsibilities
Deliver stable and predictable Second Level Support
across Salesforce, SAP, Oracle, Boomi, Marketing Cloud, Snowflake, and downstream services.
Oversee
incident and problem management
, ensuring root cause analysis and corrective actions.
Drive
service readiness and quality for major releases
, including global transformation programs.
Lead
configuration, deployment, and release activities
with compliance and precision.
Champion
continuous improvement and operational excellence
, reducing complexity and improving SLA performance.
Build strong
stakeholder relationships
, ensuring clear communication and transparency.
Lead and develop a high-performing global support team, fostering a culture of accountability and growth.
What You Bring
12+ years of experience
including:
8+ years in leadership or team management
5+ years in application or Second Level Support
Strong expertise in
Incident, problem, and service management
Configuration and deployment management
Stakeholder engagement and communication
Desired experience with
Salesforce, SAP, Oracle, Boomi, Snowflake
and integration platforms.
Certifications:
ITIL
and advanced service management credentials.
Education:
Bachelor's degree in Computer Science, IT, or related field
.
Fluent in English; additional languages a plus.
Why Join Us
Be part of a mission-driven organization improving lives globally.
Work with cutting-edge technologies and global teams.
Enjoy a culture of innovation, collaboration, and continuous learning.
How we recognise your contribution
At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.
If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.
#CochlearCareers
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Seniority Level:
Mid-Senior level
Employment Type:
Full-time
Job Function:
Information Technology
Industry:
Medical Equipment Manufacturing
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