Operations & Incident Response Analyst

Woolworths Ltd.

Auckland

On-site

NZD 70,000 - 90,000

Full time

4 days ago

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Job summary

Woolworths Group Limited in Auckland City, NZ is seeking an Operations Support Analyst for a full-time, on-site role. You will triage platform issues, monitor health dashboards, and perform data investigations to support mission-critical applications.

Key responsibilities include building runbooks, collaborating with product squads, and contributing to ITIL-aligned incident management while participating in an on-call rotation during high-volume periods.

Qualifications

1–3 years of foundational experience in digital applications support, IT helpdesk, or technical customer support.
Working knowledge of SQL with the ability to write basic queries (SELECT, JOIN, WHERE).
Familiarity with web application workflows, REST APIs, JSON payloads, HTTP status codes, and browser dev tools.
Practical exposure to enterprise monitoring dashboards (Dynatrace, Datadog, Splunk, Grafana) and ticketing platforms (Jira Service Management or ServiceNow).
Solid grasp of ITIL service management practices and experience in Agile (Kanban/Scrum) teams.
Strong analytical and troubleshooting skills with calmness during outages and adherence to runbooks.
Able to translate complex tech concepts into clear updates for non-technical stakeholders.

Responsibilities

Act as the primary sensor for platform issues and perform initial incident triage.
Monitor enterprise observability dashboards to identify latency or service friction early.
Write basic SQL queries to inspect transactional states and investigate data.
Create, update, and maintain runbooks and knowledge base articles.
Identify recurring issues and advocate for long-term fixes with product squads.
Support on-call rotations and monitor critical system alerts during peak periods.