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 through reimagining how telco should be delivered. 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. Through Smart Communities, we own and operate extensive fibre to the premises (FTTP) and managed Wi-Fi networks that service residential and commercial communities including multi-unit dwellings. Through Neoloop we offer open access to our FTTP networks to other Retail Service Providers. 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.

Visit www.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 our customers and the 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 the Superloop network, products, and services across managed services and connectivity for 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 being the first point of contact for issues and enquiries through to more complex incidents and advanced troubleshooting.

Role Purpose

As the Systems Support Team Leader, you will be responsible for leading a team of Systems Support Analysts providing 24x7x365 monitoring, triage, and incident response to support 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, and deliver a great customer experience.

Key Responsibilities

• Lead, coach, and support a 24x7 Systems Support Centre team responsible for system monitoring, customer call handling, incident triage, and operational response.

• Act as the primary escalation point for business customer and internal stakeholder issues involving applications, APIs, databases, integrations, and platform performance.

• Oversee alert monitoring and event investigation using Datadog and other observability tools, including dashboards, logs, metrics, traces, and service health indicators.

• Ensure incidents are classified, prioritised, documented, escalated, and communicated in line with operational processes for Major, P1, P2, and P3 incidents.

• Guide analysts through structured technical triage, including checking recent alerts, reviewing logs and metrics, validating known issues, and engaging the appropriate resolver teams.

• Coordinate with cloud engineering, development, product, service delivery, and third-party vendors to drive the timely restoration of services.

• Maintain strong ticket hygiene, shift handovers, incident notes, customer updates, and problem records to ensure operational continuity across a 24x7 environment.

• Identify recurring issues, monitoring gaps, knowledge gaps, and process improvements, then work with support and engineering teams to improve incident response and system reliability.

• Create and maintain operational support documentation, troubleshooting guides, escalation paths, and system support diagrams.
  

Qualifications and Experience

• Experience leading or mentoring a technical support, application support, production support, platform operations, NOC, or service operations team.

• Strong experience in incident triage and operational support for business-critical systems in a 24x7, high-availability environment.

• Hands-on experience using Datadog or similar observability platforms to monitor alerts, dashboards, logs, metrics, traces, and service health.

• Ability to guide first-level technical investigation across applications, APIs, databases, integrations, cloud services, and internal platforms.

• Exposure to AWS-hosted platforms and common AWS services such as EC2, ECS, EKS, and RDS is highly desirable.

• Confident handling live calls with business customers and internal stakeholders during system issues, including asking the right questions, setting expectations, and communicating progress clearly.

• Working knowledge of APIs, logs, system integrations, and common application failure patterns.

• Experience with IT incident management, ticketing systems, escalation processes, and operational handovers.

• Telecommunications BSS, OSS, or network-facing platform experience is highly desirable but not essential.

• Strong problem-solving, prioritisation, stakeholder management, and written communication 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.