Ready to set the technical standard and make sure work is done right the first time, every time?
We're looking for a Technical Practice Lead to act as the technical authority and steward of engineering quality across our BAU operations for managed services, including the adoption of automation and AI capabilities in our technical processes.
If you have deep Microsoft technical expertise and a track record of setting and governing standards and translating that into real‐world operational improvements – without owning ticket queues – this role is for you!
About the Role
You'll define and uphold the technical standards that ensure our managed services are delivered consistently, sustainably and with confidence.
You will also shape how we adopt automation and AI within our support processes in a practical, outcome‐driven way.
This is a senior role focused on technical judgement and long‐term quality — not day‐to‐day operational response.
Your impact will be seen in scalable service quality, reduced reactivity, increased automation and AI adoption and predictable outcomes for our customers.
What You'll Be Doing
Technical Authority & Standards
* Define, maintain, and enforce technical standards across BAU operations
* Approve or reject non‐standard technical approaches and exceptions
* Act as the final authority on architectural and platform‐level decisions in BAU contexts
* Ensure consistent technical decision‐making across L2 and L3 engineers
* Assess and report on adherence to agreed standards
* Prioritise and oversee initiatives to reduce customer technical debts
Reduction of Repeat & Systemic Incidents
* Identify recurring failure patterns and systemic technical issues
* Drive high‐quality root cause analysis for major and systemic incidents
* Ensure corrective actions is durable and embedded — not just documented
* Actively measure and reduce repeat incidents over time
Escalation Quality & Decision Depth
* Improve the quality and clarity of escalations reaching senior engineers
* Coach L2 teams on diagnostic rigour and decision‐making within standards
* Act as a technical backstop for complex judgement, not a default escalation point
Capability Uplift & Technical Maturity
* Uplift L2 and L3 capability through guidance, patterns, and structured review
* Ensure incident learnings translate into better runbooks, standards and automation opportunities
* Provide leadership with systemic insights rather than ticket‐level noise
AI & Automation Enablement
* Identify and prioritise opportunities to reduce manual effort through AI and automation
* Embed AI capability into standards, runbooks and engineering practices
Pre‐sales and Solution Design Contribution
* Define standard solution patterns used in proposals and RFP responses
* Review and approve technical designs to ensure they are deliverable and aligned with standards
* Contribute to high‐value opportunities by shaping architecture, security and AI/Copilot positioning
About You
You'll have proven experience defining and embedding technical standards across Microsoft‐based environments.
You've demonstrated sound technical judgement across platforms such as Microsoft 365, Azure, identity, security, and core infrastructure – and you've used that experience to drive consistency through standards, reduce rework, and improve long‐term stability.
You're comfortable influencing how decisions are made and how problems are solved, ensuring those decisions are applied consistently in delivery without needing to own day‐to‐day operational flow.
Professionally, you will have:
* Ten+ years of experience working as a senior engineer/architect/technical manager preferably at an MSP
Technically, you will have extensive experience and consider yourself an expert in the design, implementation and management of technologies including:
Mandatory Skills/Experience
* Microsoft 365 including Exchange Online, Teams, SharePoint
* Entra ID
* Microsoft 365 security (Defender for Endpoints, Cloud, DLP, CA policies)
* Microsoft Azure
* Microsoft Intune including Autopilot
* Networking (switching, WiFi and Firewalls from Sophos, Dell, Cisco or Ubiquiti)
Desirable Skills/Experience
* Experience with Copilot, AI tooling or automation within Microsoft environments
* Copilot Studio / Copilot Agents
* Azure Virtual Desktop (AVD)
* Cyber security tools and frameworks
* Windows Server
* Server hardware, storage and virtualization (e.g., Dell, VMWare, HyperV etc)
Perks and benefits
We value our people and offer competitive salaries, strong employee benefits, and genuine opportunities for career growth. Every team member receives a personalised training and professional development plan to support ongoing progression.
Our Melbourne head office on St Kilda Road is a great place to work, with breakfast, snacks and light lunches provided, a café‐quality coffee machine and easy access to public transport. We also enjoy a strong team culture with regular social events, including Friday night drinks.
You'll be based in our Melbourne office, with flexibility to work from home.
Additional benefits include:
* Novated leasing, including FBT‐free electric vehicle options (where eligible)
* IT equipment and home NBN at cost
* Access to company cars
* Optional involvement in fundraising initiatives
Employment Specifics
This is a full‐time, permanent role.
You must have a full driver's licence, must be an Australian Citizen (or have ongoing work rights in Australia) and your employment is subject to completing a Criminal History Clearance Check.
Remuneration will be negotiated based on your experience and qualifications.
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