Run Engineer - Support Analyst

Whizdom; Sydney; Sur place; AUD 90 000 - 110 000; Plein temps

Résumé du poste

Whizdom in Sydney seeks an experienced Run Engineer – Support Analyst to deliver day-to-day operational support across Testing Tools, QEP, and automation platforms. You will monitor health, investigate incidents, and drive improvements with cross-functional teams.

Ideal candidates understand DevOps and CI/CD, have hands-on Jira/ITSM experience, and can manage changes via ITSM processes. This role offers a long-term contract with exposure to enterprise-scale platforms and continuous improvement

Qualifications

• Understanding of DevOps and CI/CD concepts.
• Experience with Jira and Agile delivery environments.
• Knowledge of Incident, Problem, and Change Management processes.
• Experience using ITSM platforms such as ServiceNow.
• Strong troubleshooting, monitoring, knowledge management, and escalation capabilities.

Responsabilités

• Provide day-to-day operational support for Testing Tools, QEP, and AI platforms.
• Monitor platform health, service performance, and operational dashboards.
• Investigate, troubleshoot, and resolve incidents and service requests within SLAs.
• Participate in major incident management activities and post-incident reviews.
• Conduct root cause analysis and implement preventative measures.
• Manage incidents, problems, service requests, and tasks via Jira and ITSM tools.
• Support platform upgrades, patches, deployments, and configurations.
• Collaborate with engineering, infrastructure, cloud, and security teams to improve reliability.
• Maintain operational runbooks and knowledge articles.
• Monitor capacity and performance trends, and propose improvements.
• Identify opportunities for automation and process optimization.

Connaissances

DevOps principles

CI/CD tools

Jira

Agile delivery

ITSM knowledge

Cloud technologies

Monitoring tools

Outils

Jira

ServiceNow

Description du poste

Run Engineer – Support Analyst

Sydney | Contract Opportunity

About the Company

Join a leading global technology and consulting organisation delivering large-scale digital transformation, technology operations, and managed services solutions across enterprise environments. The organisation is known for supporting critical platforms, driving continuous improvement, and investing in modern engineering practices.

About the End Client

Our end client is a major organisation operating within a highly regulated and technology-driven environment. The business is committed to platform reliability, automation, operational excellence, and continuous service improvement across critical testing and quality engineering platforms.

About the Role

We are seeking an experienced Run Engineer – Support Analyst to provide operational support, maintenance, monitoring, and continuous improvement for Testing Tools, Quality Engineering Platforms (QEP), and automation services. Working closely with engineering, infrastructure, cloud, security, and vendor teams, you will play a vital role in ensuring service stability, resolving incidents, supporting platform enhancements, and delivering high-quality operational outcomes.

Key Responsibilities

• Provide day-to-day operational support for Testing Tools, QEP, and AI platforms.
• Monitor platform health, service performance, and operational dashboards.
• Investigate, troubleshoot, and resolve incidents, service requests, and operational issues within agreed SLAs.
• Participate in major incident management activities, including diagnosis, restoration, communication, and post-incident reviews.
• Conduct root cause analysis and implement preventative measures to minimise recurring incidents.
• Manage incidents, problems, service requests, and tasks through Jira and ITSM platforms.
• Support platform upgrades, patching, deployments, releases, and configuration changes.
• Collaborate with development, infrastructure, cloud, security, and vendor teams to improve service reliability.
• Maintain operational documentation, support procedures, technical runbooks, and knowledge articles.
• Monitor capacity, utilisation, and performance trends and recommend improvements.
• Identify opportunities for automation, process optimisation, and operational efficiencies.
• Provide regular reporting and updates on service performance, risks, and issues.

Required Skills & Experience

Technical Skills

• Understanding of DevOps principles and CI/CD tools such as Jenkins, Azure DevOps, GitHub Actions, or Bamboo.
• Experience working with Jira and Agile delivery environments.
• Knowledge of Incident, Problem, and Change Management processes.
• Experience using ITSM platforms such as ServiceNow.
• Strong troubleshooting, monitoring, knowledge management, and escalation management capabilities.
• Understanding of cloud technologies, APIs, integrations, and automation concepts.
• Experience with monitoring and observability tools.
• Exposure to Testing Tools, Quality Engineering platforms, or automation frameworks is highly regarded.

Key Attributes

• Excellent problem-solving and analytical skills.
• Strong stakeholder communication and customer service mindset.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Team-oriented approach with a focus on continuous improvement and service excellence.
• Strong documentation and operational support capabilities.

What's on Offer?

• Opportunity to work within a large-scale enterprise technology environment.
• Exposure to modern DevOps, automation, cloud, testing, and quality engineering platforms.
• Collaborative team culture working alongside engineering, infrastructure, and security specialists.
• Long-term contract opportunity based in Sydney.
• Exposure to enterprise-scale operational support and continuous improvement initiatives.