Manager, Second Level Support

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Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

About Cochlear

Cochlear is the global leader in implantable hearing solutions, helping people hear and be heard every day. Our mission is to transform lives through innovation and excellence. Join us and make a real difference for millions worldwide.

Role Overview

We are seeking an experienced Global Second Level Support Manager to lead Cochlear’s global Second Level Support function within Commercial Operations. This critical role ensures stable, predictable, and high-quality support across major platforms including Salesforce, SAP, Oracle, Boomi, Snowflake, and related systems. This role can be based either in Sydney, Australia or Kuala Lumpur, Malaysia.

You will manage a global team responsible for incident resolution, problem management, configuration stewardship, and deployment quality, enabling business continuity and operational readiness across regions: APAC, CAM, EMEA, and CLASA.

Key Responsibilities

• Deliver stable and predictable Second Level Support across Salesforce, SAP, Oracle, Boomi, Marketing Cloud, Snowflake, and downstream services.
• Oversee incident and problem management, ensuring root cause analysis and corrective actions.
• Drive service readiness and quality for major releases, including global transformation programs.
• Lead configuration, deployment, and release activities with compliance and precision.
• Champion continuous improvement and operational excellence, reducing complexity and improving SLA performance.
• Build strong stakeholder relationships, ensuring clear communication and transparency.
• Lead and develop a high-performing global support team, fostering a culture of accountability and growth.

What You Bring

• 12+ years of experience, including:
  • 8+ years in leadership or team management
  • 5+ years in application or Second Level Support
• Strong expertise in:
  • Incident, problem, and service management
  • Configuration and deployment management
  • Stakeholder engagement and communication
• Desired experience with Salesforce, SAP, Oracle, Boomi, Snowflake, and integration platforms.
• Certifications: ITIL and advanced service management credentials.
• Education: Bachelor’s degree in Computer Science, IT, or related field.
• Fluent in English; additional languages a plus.

Why Join Us?

• Be part of a mission-driven organization improving lives globally.
• Work with cutting-edge technologies and global teams.
• Enjoy a culture of innovation, collaboration, and continuous learning.

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.

#CochlearCareers

How we recognise your contribution

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com