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Job details
Role: EL1 Platform Operations Lead
The NDIA, Technology Services Division is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.
We are undertaking a major program of work involving multiple projects spanning a number of current industry-leading technologies, including Salesforce as a core component. The Scheme Payments & Platform Branch part of the Technology Services Division seeks an experienced and energetic Platform Support Lead to join our dynamic fast-paced team.
Key duties and responsibilities
Lead and manage a team of Senior Platform Engineers responsible for enabling a highly complex and business critical enterprise CRM platform. Streamline and improve the efficiency and effectiveness of the enablement model
- Management of staff, including work allocation, mentoring, training and upskilling.
- Process development, documentation and implementation for of all enablement activities to ensure consistent, efficient, and effective delivery for all stakeholders.
- Respond to major incidents and represent the directorate internally and with external vendors
- Engage with external vendors and internal ICT Teams to progress platform enablement activities and access ICT services as required.
- Execute coordination of testing activities, signoffs from various stakeholders and Change Advisory Board (CAB) representation for enablement releases.
- Coordinate with other sections of the branch including release management, testing, architecture, platform and digital delivery to manage critical paths and multiple stakeholders and parallel release trains.
- Promote a positive team culture that encourages collaboration, knowledge sharing and respect between members and enables individuals to feel, empowered, supported and trusted in their roles.
- Provide clear operational leadership and accountability for the Salesforce platform.
- Standardise and mature the enablement model through improved processes, documentation, and training.
- Enable proactive management of platform risks, dependencies, and release cycles.
- platform stability and reduced platform stability and reliance, impacting key customer-facing services.
- Improve release management and change governance, accelerating delivery of platform enablement improvements.
- Improve staff engagement and productivity
- Reduce reputational risk if platform outages or service interruptions impact customer or stakeholder confidence
- Reduce risk to enterprise-wide critical functions and projects
- Increase security of the Salesforce platform by championing a pro-active approach to security patching, pen testing and security maturity assessments
- Leading and co-ordinating the relationship with CyberOps and Cyber GRC to strengthen our overall security posture
- Deep Salesforce platform expertise (Service Cloud, Experience Cloud, Integrations
- Technical leadership experience in managing senior support engineers.
- Strong vendor management and stakeholder engagement skills across ICT and business divisions.
- Proven capability in major incident response, change governance, and release coordination
- Strong grasp of the Salesforce SDLC including DevOps, CICD and platform enablement
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