Systems Engineering Lead/Manager - Support (Autonomous Systems)
- Compensation
- Not disclosed
- Location
- Eight Mile Plains, QLD, AU
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Support
- Posted
Skills
Nice to have
- Prior experience with the mining industry and/or mining operational systems such as Fleet Management or Autonomous Equipment Experience working with cloud environments such as AWS or Azure Knowledge o
- Eligibility & Travel
- Must be eligible to work in Australia This role may require some international and domestic travel to customers sites or Wenco offices (<15%)
- Occasional travel to mining sites for incident support and system validation
Full description
Wenco has R&D offices located in Vancouver, Canada and Brisbane, Australia. This role is based in Brisbane.
Reporting to the Senior Software Engineering Manageer the Support Systems Engineering Manager will lead a specialized team serving as the critical bridge between Wenco's Support organization and Development teams. This role is pivotal in ensuring operational excellence of our Open Autonomy platform and Fleet Management System (FMS) by establishing best practices for high-availability support, driving continuous improvement, and maintaining the highest standards of system reliability.
Key Responsibilities
Team Leadership & Cross-Functional Collaboration
Lead and develop a specialized systems engineering team that serves as the technical liaison between Support and Development organizations
Foster strong collaborative relationships across departments to ensure seamless issue resolution and knowledge transfer for the Open Autonomy platform and FMS
Build and mentor a high-performing team capable of handling complex technical challenges in autonomous mining systems
Coordinate with development teams and internal stakeholders
Incident Management & Technical Excellence
Develop and implement comprehensive best practices for incident management, ensuring rapid response and resolution for high-availability systems
Oversee 24/7 technical support operations by managing on-call schedules, escalation procedures, and critical incident response during non-business hours
Establish robust root cause analysis (RCA) methodologies and lead implementation of RCA best practices within the R&D organization
Create and maintain knowledge management systems, including technical documentation and knowledge articles
Drive systematic problem-solving approaches across the organization
Support a 'build quality in' mindset and culture within the team
Performance Monitoring & Metrics Management
Design and implement comprehensive monitoring systems for support effectiveness metrics including: First Time Fix Rate (FTFR), Time to Resolution/Containment Action, Time to Root Cause identification, Product quality metrics (defect escape rates), Onboarding effectiveness measurements
Extend monitoring capabilities beyond direct team to ensure organization-wide support efficiency
Establish SLA compliance tracking and reporting mechanisms for Open Autonomy and FMS deployments
Quality Analysis & Continuous Improvement
Be relentless in pursuit of continuous improvement
Analyze and report on product quality trends and support effectiveness to senior leadership