Senior Specialist - L2/L3 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