- 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 easy 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
📌 Senior Specialist/Support - Sydney
🏢 The HR Ally
📍 Sydney
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