Key Responsibilities Operational Support & Monitoring n
n
- Perform basic platform monitoring using dashboards and tools
n
- Execute routine health checks and validation activities
n
- Support daily BAU operational activities across HDC services
n
- Identify and raise alerts/issues to senior L2/L3 team members
n
Incident & Problem Support nn
- Assist in incident triage, logging, and initial assessment
n
- Perform basic troubleshooting using runbooks and SOPs
n
- Escalate incidents to CCP Specialists or Engineers when required
n
- Track incidents and support updates to stakeholders
n
Change & Release Support nn
- Assist in executing approved changes and deployments
n
- Perform testing and basic validation post-change
n
- Follow change procedures and support documentation updates
n
- Work under supervision for release support activities, PIVs, Testing etc
n
Platform Configuration Support nn
- Support basic configuration activities (e.g., queues,
users, routing updates)
n
- Assist in onboarding new users or business units
n
- Maintain and update configuration records and documentation
n
- Support testing of new features and enhancements
n
Customer & Stakeholder Support nn
- Respond to simple service requests and user queries
n
- Provide transparent and timely updates to internal users
n
- Support customer onboarding and operational readiness activities
n
- Escalate complex issues appropriately
n
Knowledge & Process Adherence nn
- Follow defined runbooks, SOPs, and operational procedures and contribute to knowledge base updates and documentation
n
- Ensure adherence to governance, controls, and operational standards
n
Service Management & Operations nn
- Strong understanding of ITIL practices (Incident, Request, Problem, Change)
n
- Experience in production support / platform operations
n
- Ability to manage & report on SLAs, OLAs, and service KPIs
n
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📌 Senior Specialist/Support - Sydney
🏢 The HR Ally
📍 Sydney
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