Senior Specialist - L2/L3 Support - Sydney

The Hr Ally; Sydney; In loco; AUD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

The Hr Ally is seeking a Senior Specialist to join our Sydney team, responsible for operational support and monitoring of our platforms. This role focuses on basic health checks, incident triage, and change-release support, working under supervision with clear escalation paths to senior engineers.

You will contribute to configuration management, onboarding of new users, and knowledge base updates while ensuring adherence to governance and SOPs.

Mansioni

• Perform basic platform monitoring using dashboards and tools
• Execute routine health checks and validation activities
• Support daily BAU operational activities across HDC services
• Identify and raise alerts/issues to senior L2/L3 team members
• Assist in incident triage, logging, and initial assessment
• Perform basic troubleshooting using runbooks and SOPs
• Escalate incidents to CCP Specialists or Engineers when required
• Track incidents and support updates to stakeholders
• Assist in executing approved changes and deployments
• Perform testing and basic validation post-change
• Follow change procedures and support documentation updates
• Work under supervision for release support activities, PIVs, Testing etc
• Support basic configuration activities (e.g., queues, users, routing updates)
• Assist in onboarding new users or business units
• Maintain and update configuration records and documentation
• Support testing of new features and enhancements
• Respond to simple service requests and user queries
• Provide clear and timely updates to internal users
• Support customer onboarding and operational readiness activities
• Escalate complex issues appropriately
• Follow defined runbooks, SOPs, and operational procedures and contribute to knowledge base updates and documentation
• Ensure adherence to governance, controls, and operational standards
• Strong understanding of ITIL practices (Incident, Request, Problem, Change)
• Experience in production support / platform operations
• Ability to manage & report on SLAs, OLAs, and service KPIs

Descrizione del lavoro

Job Description (JD):

Role: Senior Specialist

Location: Sydney

Job type: Permanent

Eligibility: Australian PRs & Citizens

Key Responsibilities

Operational Support & Monitoring

• Perform basic platform monitoring using dashboards and tools
• Execute routine health checks and validation activities
• Support daily BAU operational activities across HDC services
• Identify and raise alerts/issues to senior L2/L3 team members

Incident & Problem Support

• Assist in incident triage, logging, and initial assessment
• Perform basic troubleshooting using runbooks and SOPs
• Escalate incidents to CCP Specialists or Engineers when required
• Track incidents and support updates to stakeholders

Change & Release Support

• Assist in executing approved changes and deployments
• Perform testing and basic validation post-change
• Follow change procedures and support documentation updates
• Work under supervision for release support activities, PIVs, Testing etc

Platform Configuration Support

• Support basic configuration activities (e.g., queues, users, routing updates)
• Assist in onboarding new users or business units
• Maintain and update configuration records and documentation
• Support testing of new features and enhancements

Customer & Stakeholder Support

• Respond to simple service requests and user queries
• Provide clear and timely updates to internal users
• Support customer onboarding and operational readiness activities
• Escalate complex issues appropriately

Knowledge & Process Adherence

• Follow defined runbooks, SOPs, and operational procedures and contribute to knowledge base updates and documentation
• Ensure adherence to governance, controls, and operational standards

Service Management & Operations

• Strong understanding of ITIL practices (Incident, Request, Problem, Change)
• Experience in production support / platform operations
• Ability to manage & report on SLAs, OLAs, and service KPIs