Operations Support Analyst

Woolworths Group New Zealand; Auckland; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working model

Sonder wellbeing app

Leave policy

Team discounts

Rewards program

Job summary

Woolworths Group New Zealand is seeking a skilled Technical Support Advocate to join our IT operations team. The role focuses on first-line triage, incident containment, and proactive health monitoring across enterprise platforms.

You’ll work in a hybrid environment, using ITIL-aligned processes and agile methods to deliver reliable service. Strong SQL and observability tooling experience are essential to diagnose issues and support stakeholders.

Qualifications

• 1–3 years of foundational experience in digital application support, IT helpdesk, or technical customer support.
• Working knowledge of SQL with the ability to write basic queries (SELECT, JOIN, WHERE) to inspect records and troubleshoot transactions.
• Familiarity with REST APIs, JSON payloads, HTTP status codes, and browser developer tools for initial technical diagnosis.
• Exposure to enterprise monitoring dashboards and ticketing platforms such as Dynatrace, Datadog, Splunk, Grafana, Jira Service Management or ServiceNow.
• Strong written and verbal communication, with ability to translate technical concepts for non-technical stakeholders.

Responsibilities

• Act as primary sensor for platform issues, performing initial incident triage and containment.
• Monitor system health and telemetry dashboards to identify latency or service friction.
• Write and run basic SQL queries to inspect transactional states and support investigations.
• Create, update, and maintain runbooks and knowledge base articles to streamline issue resolution.

Skills

SQL querying

Web troubleshooIting

Observability tools

ITIL/Agile

Communication

On-call support

Tools

Dynatrace

Datadog

Splunk

Grafana

Jira Service Management

ServiceNow

Job description

2x roles availableWe are Woolworths Group | Ko Woolworths TātouWe are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.What you’ll do | Hei mahiDrive First-Line Triage & Containment: Act as the primary sensor for platform issues, performing initial incident triage, executing containment strategies, and packaging high-quality diagnostic data (log traces, payloads, and Trace IDs) for escalation to Tier-3 engineering teams when required.Monitor System Health & Telemetry: Proactively track enterprise observability dashboards (such as Dynatrace, Datadog, and Splunk) to identify latency or service friction early, resolving issues using pre-approved operational runbooks.Execute Safe Data Investigations: Safely write and run basic SQL queries to inspect transactional states, investigate database records, and compile operational data for stakeholders in strict alignment with security policies.Support Runbook Lifecycle Management: Create, update, and maintain comprehensive, step-by-step troubleshooting guides and Helpdesk Knowledge Base articles to streamline issue resolution across our critical application suite.Champion Operational Excellence: Identify recurring support trends and monitoring gaps, advocating for long-term fixes and backlog automation with product squads to reduce ongoing operational drag.Maintain ITIL Governance & Agile Alignment: Manage your daily tasks using Agile/Kanban practices while driving ITIL compliance and incident backlog reduction in accordance with Group policies.Participate in On-Call Support: Join a scheduled out-of-hours on-call rotation to perform pre-trade health checks and monitor critical system alerts during peak trading windows and high-volume events.What you’ll bring | Hei kohaTechnical Support Experience: 1–3 years of foundational experience in digital application support, IT helpdesk, or technical customer support.Database & SQL Querying Skills: Working knowledge of SQL with the ability to write basic queries (using SELECT, JOIN, WHERE) to inspect records and troubleshoot transactions.Web Literacy & Troubleshooting Savvy: Familiarity with web application workflows, REST APIs, JSON payloads, HTTP status codes, and browser developer tools to perform initial technical diagnoses.Observability & ITSM Tooling Exposure: Practical exposure to enterprise monitoring dashboards (e.g., Dynatrace, Datadog, Splunk, Grafana) and ticketing platforms such as Jira Service Management or ServiceNow.ITIL & Agile Framework Understanding: A solid grasp of ITIL service management practices and experience working within Agile (Kanban/Scrum) team structures.Outage Composure & Problem-Solving: Strong analytical skills with a disciplined approach to troubleshooting, alongside the ability to remain calm and follow runbooks precisely during high-pressure system outages.Excellent Communication Skills: The ability to translate complex technical concepts into clear updates for non-technical stakeholders, as well as collaborate effectively across developers, product managers, and delivery leads.What you’ll experience | Ngā HuangaOur Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teamsHigh-impact role supporting our teams who enrich our communities.A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.A progressive and competitive leave policy that gives you more space for what matters to you.Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.Endless possibilities with the Woolworths Group |We’re a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.Everyone belongs at Woolworths Group | No Woolworths tātouDiversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.