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 explicit 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
#J-*****-Ljbffr

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