Service Specialist

**Brisbane (preferred) OR Sydney**
- **Unique opportunity to join a leading Insurer using the Momentum delivery model**:

- **“Hands-off” Tech role utilising your tech expertise and stakeholder management skills**:

- **Collaborative and supportive team environment, hybrid working - 60% WFH**

We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler and better for our customers and each other.

**About the role**:
The Service Specialist in the Application Health and Operations Support Run Team is a critical role responsible for governance and ensuring that our IT Outsourcing partners maintain Suncorp’s platforms that support health monitoring, alerting and logging for systems both on-premise and the cloud. You will provide critical support, advice, oversight and technical leadership as Suncorp undergoes a transformation of platforms and increased cloud adoption.

You will have a technical background (Splunk, Dynatrace) but have also had experience working with IT partners/vendors. This role will utilise both your technical knowhow and communications skills, in order to ensure our partners are delivering what is required.

As Suncorp moves to the new Momentum delivery model, this is a fantastic opportunity for someone with a passion for Application Health, to join one of Australia’s leading Insurance companies with an outstanding reputation for developing their employees.

**What you’ll do**:

- Manage and maintain various monitoring and performance testing platforms, including Splunk, Dynatrace, FireScope, Synthetic Transaction Monitoring and an in-house monitoring portal;
- Oversee work delivered by IT Partners to deliver best in class service and ensure alignment to SLA’s and Suncorp's ITSM process, goals and timelines through Governance, Reporting and Continuous Service Improvement.
- Create and maintain relevant documentation including Standard Operating Procedures for all platforms and processes;
- Highlight technology incident trends for root cause investigation;
- Contribute to the development and maintenance of disaster recovery and availability plans;
- Ensure compliance to corporate and TDL governance standards and escalate potential breaches to the Service Delivery Manager;
- Adhere to Change Management processes and identify opportunities for automation;
- Engage and understand customers’ needs to reduce hand offs and improve products and services;
- Assist in creating technology roadmaps and a pipeline of work aligned to it;

**What you’ll bring**:

- Minimum of 3 years’ experience in IT Operations in a large complex organisation including experience in maintaining and/or supporting an enterprise IT environment
- High level of skill and experience in Splunk and Dynatrace (ESSENTIAL)- Splunk
- Dynatrace
- Knowledge of the following is desirable:
- Firescope
- Monitoring portals
- Performance Testing
- Synthetic Transaction Monitoring
- Experience in working within ITIL based change management parameters.
- Previous experience working with IT Suppliers/Vendors
- Strong attention to detail, good communication skills and a team-player with a flexible mind-set

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well as insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

**About Suncorp**:
We’re proud to be a part of the Suncorp family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp has been driven by our guiding Purpose - to build futures and protect what