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Infotools

Product Support Lead ( Harmoni Platform)- AKL, New Zealand Based

🗓️ Posted 2026-08-14 Australia Permanent ICT

Company shared salary

NA

Market rate

NA

Based on similar roles (title + domain + location).

Responsibilities

  • ● Act as the central point of coordination for Harmoni support activities.
  • ● Monitor, triage, and manage critical and high-priority incidents.
  • ● Ensure timely communication and resolution of customer-impacting issues.
  • ● Work closely with Engineering, QA, Product, and Customer teams to coordinate support efforts.
  • ● Oversee the support backlog and help prioritise bug fixes and improvement initiatives.
  • ● Analyse support trends and recurring issues to identify opportunities for improvement.
  • ● Produce reports, summaries, and status updates for key stakeholders.
  • ● Participate in and coordinate on-call and incident response activities where required.
  • ● Lead, coach, and support members of the Product Support team.
  • ● Allocate work effectively across team members and support sprint delivery.
  • ● Foster a collaborative, engaged, and high-performing team culture.
  • ● Support team development through coaching, feedback, and career planning.
  • ● Contribute to recruitment, onboarding, and performance management activities.
  • ● Champion wellbeing, inclusion, and continuous learning.
  • ● Lead support sprint planning and execution.
  • ● Facilitate Agile ceremonies including stand-ups, sprint planning, reviews, and retrospectives.
  • ● Monitor progress, identify risks and blockers, and help teams achieve sprint goals.
  • ● Balance urgent production issues alongside planned work.
  • ● Collaborate with Development and QA teams to ensure resources are aligned to priorities.
  • ● Identify opportunities to improve support processes, workflows, and customer outcomes.
  • ● Drive initiatives that improve efficiency, visibility, and service quality.
  • ● Recommend and implement automation where appropriate.
  • ● Contribute to improvements across support operations, release practices, and product quality processes.

Requirements

  • ● This role is based in New Zealand.
  • ● We are looking for someone who enjoys solving complex problems, bringing people together, and creating structure and clarity in fast-moving environments.