Job Description

We are currently looking for Support Analyst, in this role you will be responsible for the delivering of support services for users of Group IT – Global Express applications. This is championed by a tier one application - Global Express’s industry leading digital ordering platform built on AWS. You will help develop and incubate new application monitoring practices on Dynatrace, Splunk and Cloudwatch aimed at developing automated solutions for customer operational aspects such as improved response times, performance, capacity planning, and disaster response.

As the Support Analyst, you will be accountable for:

• Contribute to a highly effective support framework for Group IT – Global Express applications (particularly MyToll)
• Assist the Support Lead in ensuring that processes, procedures, and appropriately skilled resources are in place and tested to ensure that services are delivered to agreed service levels
• Regularly monitor and improve application monitoring practices on Dynatrace, Splunk, Cloudwatch etc
• Ensure a high level of customer service focus and responsiveness to ensure delivery as per service level agreements
• Work closely with the onshore and offshore support teams within Toll IT
• Undertake proactive troubleshooting and root cause analysis of issues using your native AWS understanding to implement preventative measures as appropriate

Qualifications

To be successful in this role, you will need:

• 4+ years of relevant experience in IT support services within a similar sized multi-national organisation
• Experience with AWS, Dynatrace, Splunk and Cloudwatch – essential
• Experience in COBIT or ITIL best practice
• Experience in working within an agile environment desirable
• Strong communication, influencing and presentation skills
• Experience working in a fast paced and challenging environment, demonstrating capacity management skills

Additional Information

Be Connected

Recently acquired by Allegro Funds, a successful Australian private equity company, Global Express has an exciting future ahead and will benefit from a transformation program, underpinned by $500 million in funding to support and grow the business. It’s never been a more exciting time to join our team as we take the next step in our journey.

Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities.