Job Description
Job Description (JD): n
Role:
Senior Specialist
n
Location:
Sydney
n
Job type
: Permanent
n
Eligibility
: Australian PRs & Citizens
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 n
n
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 n
n
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 n
n
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 n
n
Respond to straightforward service requests and user queries
n
Provide clear and timely updates to internal users
n
Support customer onboarding and operational readiness activities
n
Escalate complex issues appropriately
n
Knowledge & Process Adherence n
n
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 n
n
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
#J-*****-Ljbffr

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