AVEVA

Vice President, Technical Support – APAC

AVEVA

full-time

Posted on:

Location Type: Office

Location: Brisbane • Australia

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Job Level

Lead

About the role

  • Own APAC support operations, ensuring consistent execution of global support processes and standards
  • Drive accountability for daily performance across SLAs, backlog, response times, and resolution quality
  • Lead regular operational reviews (weekly, monthly, quarterly) focused on performance, risks, and improvement actions
  • Act as the senior APAC escalation point for critical customer issues and major incidents
  • Ensure disciplined incident management, customer communication, root cause analysis, and corrective actions
  • Partner with the Product organization to drive timely resolution and prevention of recurring issues
  • Lead and develop APAC Tech Support Team Leads
  • Drive clear role ownership, performance management, and succession planning
  • Ensure teams are equipped with the skills required to operate in an increasingly automated and AI-enabled environment
  • Foster a culture of operational excellence, accountability, and continuous improvement
  • Own APAC KPIs including SLA attainment, CSAT, backlog health, escalation trends, and cost efficiency
  • Use data to identify operational bottlenecks, regional risks, and improvement opportunities
  • Ensure accurate forecasting for demand, staffing, and capacity planning
  • Provide clear, actionable reporting to commercial leadership
  • Lead the operational transformation of APAC Technical Support into an AI-ready organization
  • Ensure support data (case quality, categorization, knowledge content) is structured, accurate, and usable for automation and AI initiatives
  • Drive process standardization required to enable AI-assisted workflows and self-service capabilities
  • Define clear success metrics for AI adoption (e.g., deflection, productivity, resolution quality)
  • Ensure responsible, secure, and compliant use of AI within support operations
  • Actively contribute as a member of the APAC Commercial Leadership Team
  • Align support priorities with regional revenue retention, expansion, and customer satisfaction goals
  • Partner with Sales and Customer Success leadership on strategic accounts and customer outcomes
  • Represent APAC Support in regional planning, forecasting, and executive decision-making.

Requirements

  • Understanding of AVEVA’s products, customers, and support operations
  • Proven operational leadership within a technical environment
  • Strong incident, escalation, and cross-functional coordination experience
  • Data-driven mindset with experience driving process and tooling improvements
  • Ability to operate effectively as part of a regional commercial leadership team
  • Clear, concise communicator at executive and operational levels.
Benefits
  • Competitive package with an attractive bonus incentive plan
  • Regionally specific benefits ranging from above the norm paid vacation
  • Contributions to retirement investment plans or pensions
  • Insurances
  • A many other memberships and perks designed to enhance the workplace experience
  • Your health, and wellbeing.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementroot cause analysisdata analysiscapacity planningprocess standardizationAI adoption metricsperformance managementoperational transformationautomationcustomer support operations
Soft Skills
operational leadershipaccountabilitycommunicationteam developmentstrategic planningcross-functional coordinationcontinuous improvementproblem-solvingdata-driven mindsetexecutive communication