Operations Support Analyst - Incident & ITIL Expert

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

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.