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 CochlearCochlear 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 OverviewWe 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.
- 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.
- 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
Top Skills
What We Do
Hear now. And always
As the global leader in implantable hearing solutions, at Cochlear (ASX: COH) we are committed to our mission to help people hear and be heard. Our story started more than four decades ago when Professor Graeme Clark pioneered the world's first multi-channel cochlear implant and created an entirely new treatment for hearing loss.
Since our formation in 1981, we continue Professor Clark’s work to help people with moderate to profound hearing loss experience a life full of hearing.
We have provided more than 650,000 implantable devices. Each recipient helps form a global community of millions, through families, friends, colleagues, teachers and more. And they’re not just connected to their own community — each shares a link with each other and to Professor Clark’s childhood desire to help people hear.
We aim to give people the best lifelong hearing experience and access to innovative future technologies. We understand the privilege of connecting people to a life lived with hearing. And we listen, respond and move with the times – to continue to bring hearing within reach of all those who need it.
That's how we live our mission every day. Our global workforce of more than 4,000 people shares a collective determination to give more people the opportunity to enjoy a life of hearing.
Cochlear’s global headquarters are on the campus of Macquarie University in Sydney, Australia with regional headquarters in Asia Pacific, Europe and the Americas. Through our offices in over 180 countries we help people of all ages to hear.
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