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
- Drive continuous improvement initiatives within both Development and Support organizations
- Lead change management projects to optimize support processes and tools
- Identify and quantify risks within the development and support processes and implement appropriate controls
Process Development & Optimization
- Define standards and ways of working to enable growth of a high capability systems engineering team
- Design, document, and implement scalable support processes for high-availability autonomous systems
- Establish feedback loops between Support, Development, and QA teams
- Optimize escalation procedures and technical handoff processes
- Develop playbooks for critical incident response specific to autonomous mining operations
Product Development Support
- Interface with product management/owners and developers to define and improve requirements and test cases
- Provide strategic feedback on product testing methodologies based on field support insights
- Support product testing initiatives by leveraging team’s operational expertise
- Collaborate with the Simulation group to employ simulation capabilities for better customer outcomes
- Ensure test scenarios reflect real-world operational challenges in mining environments
- Support the product and delivery teams in deriving testable specifications from requirements
Standard Engineering Management Responsibilities
- Manage team budget, resource allocation, and capacity planning
- Conduct performance reviews and career development planning
- Participate in technical architecture reviews and design decisions
- Contribute to product roadmap discussions based on support insights
- Ensure compliance with engineering standards and best practices
- Work with Product Owners and/or stakeholders to help set direction for the team
Qualifications & Skills
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