About Us
At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About The Role
The ECC Service Manager is responsible for the operational management, service stability, and continuous improvement of the Enterprise Contact Centre (ECC) platform built on Amazon Connect. The role ensures ECC services operate reliably across multiple banking channels (AU, NZ, Institutional, Group Service), supporting both customer and staff interactions.
The position acts as the central coordination point between engineering squads, SRE, infrastructure teams, and business stakeholders to ensure ECC services meet enterprise service management standards, availability targets, and regulatory obligations.
Role Type: Permanent
Role Location: Melbourne
Work Hours: Full Time
What will your day look like?
Service Operations Management
1. Own the day-to-day service management of the ECC platform including Amazon Connect, integration services, and supporting cloud infrastructure.
2. Ensure ECC services meet availability, reliability, and performance SLAs.
3. Manage operational processes including incident, problem, change, and release management aligned with enterprise ADF framework.
4. Maintain operational runbooks, service documentation, and support procedures.
Incident & Problem Management
5. Lead major incident coordination impacting ECC services.
6. Drive root cause analysis and problem management to prevent recurring incidents.
7. Coordinate recovery activities across AWS, internal engineering and platform teams, and external vendors.
Operational Readiness & Governance
8. Ensure all ECC releases meet operational readiness requirements, including monitoring, alerting, runbooks, and support handover.
9. Partner with delivery squads to embed SRE and operational excellence practices.
10. Manage service governance reporting including service health, incident metrics, and operational risk.
Monitoring & Observability
11. Oversee ECC monitoring across CloudWatch, Dynatrace, Splunk, and enterprise observability platforms.
12. Ensure proactive alerting, dashboards, and service telemetry are implemented to maintain platform stability.
13. Work with SRE teams to continuously improve reliability and operational automation.
Vendor & Stakeholder Management
14. Act as operational liaison with AWS, carriers, and external delivery partners.
15. Coordinate across internal domains including Retail, Institutional, Digital Channels, and Infrastructure teams.
16. Provide clear operational reporting to ECC leadership and governance forums.
Continuous Service Improvement
17. Identify and implement improvements to service reliability, support efficiency, and operational automation.
18. Drive adoption of SRE practices, resilience engineering, and proactive reliability improvements.
19. Contribute to long‐term ECC platform operational strategy.
What will you bring?
Technical Experience
20. Experience managing large‐scale enterprise platforms or cloud services
21. Familiarity with AWS services and cloud‐native architectures
22. Experience supporting contact centre platforms (Amazon Connect, Genesys, or similar) is highly desirable
23. Strong understanding of system integrations, APIs, and enterprise middleware
Service Management
24. Strong experience in IT Service Management (ITIL practices) including incident, problem, and change management
25. Experience running production services in highly regulated environments (banking or financial services preferred)
Operational & Leadership Skills
26. Ability to coordinate across multiple engineering and infrastructure teams
27. Strong stakeholder management and communication skills
28. Experience managing major incidents and service recovery
You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
Job Posting End Date
01/05/2026, 11.59pm, (Melbourne Australia)
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