Senior Specialist L2L3 Support Sydney

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 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