Job Description (JD):Role: Senior SpecialistLocation: SydneyJob type: PermanentEligibility: Australian PRs & CitizensKey ResponsibilitiesOperational Support & MonitoringPerform basic platform monitoring using dashboards and toolsExecute routine health checks and validation activitiesSupport daily BAU operational activities across HDC servicesIdentify and raise alerts/issues to senior L2/L3 team membersIncident & Problem SupportAssist in incident triage, logging, and initial assessmentPerform basic troubleshooting using runbooks and SOPsEscalate incidents to CCP Specialists or Engineers when requiredTrack incidents and support updates to stakeholdersChange & Release SupportAssist in executing approved changes and deploymentsPerform testing and basic validation post-changeFollow change procedures and support documentation updatesWork under supervision for release support activities, PIVs, Testing etcPlatform Configuration SupportSupport basic configuration activities (e.g., queues, users,



routing updates)Assist in onboarding new users or business unitsMaintain and update configuration records and documentationSupport testing of new features and enhancementsCustomer & Stakeholder SupportRespond to simple service requests and user queriesProvide explicit and timely updates to internal usersSupport customer onboarding and operational readiness activitiesEscalate complex issues appropriatelyKnowledge & Process AdherenceFollow defined runbooks, SOPs, and operational procedures and contribute to knowledge base updates and documentationEnsure adherence to governance, controls, and operational standardsService Management & OperationsStrong understanding of ITIL practices (Incident, Request, Problem, Change)Experience in production support / platform operationsAbility to manage & report on SLAs, OLAs, and service KPIs
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📌 Senior Specialist/Support - Sydney
🏢 The HR Ally
📍 Sydney