JOB   SUMMARY

Key Responsibilities

1. Advanced Operational Support

• Act as the primary escalation point for complex IT incidents and service requests
• Lead root cause analysis and resolution of recurring issues
• Ensure timely resolution of incidents in line with SLAs
• Maintain and optimise IT systems, infrastructure, and endpoint environment

2. Service Delivery & Reliability

• Drive operational excellence across IT support services and platforms
• Proactively identify risks, system issues, and improvement opportunities

3. Automation & Continuous Improvement

• Lead initiatives to automate manual processes and improve efficiency
• Improve documentation, SOPs, and knowledge base

4. Governance, Risk & Security

• Support governance, audit, and certification activities
• Ensure systems are compliant with security standards and patched appropriately
• Assist with user access management and identity governance controls

5. Vendor & Stakeholder Support

• Act as a technical liaison with vendors and third-party
• Support vendor performance monitoring and issue resolution
• Provide technical input into vendor selection, tooling, and contracts (supporting the Manager

6. Leadership & Mentoring

• Provide technical mentorship and guidance to IT Operations Engineers
• Support onboarding and capability uplift of team

Highly Desirable

• Exposure to Okta, Terraform, infrastructure as code, and CI/CD pipelines
• Experience with mobile device management platforms, including Microsoft Intune and Iru
• Familiarity with security and endpoint protection platforms such as Netskope and CrowdStrike
• Strong understanding of access control models, including RBAC, ABAC, ACLs, and related identity governance concepts
• Understanding of zero-trust principles and their application across identity, endpoint, and network security controls
• Experience with PowerShell, Bash, Python, or API-driven automation to streamline operational processes
• Familiarity with compliance and control frameworks such as ISO 27001, SOC 2, and APRA CPS 234

   

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