Why this Role Exists:

The Production Support Administrator plays a crucial role within the central Platform team by maintaining application stability, resolution efficiency, and continuous service availability across Officeworks enterprise technology ecosystem. The role acts as a primary operational contact for incident management, environment stability, and technical triage, ensuring daily service continuity while managing application queues and environment health.

As Officeworks transitions toward AI-native and specification-driven pod ways of working, the role bridges foundational operational support with modern AI-assisted diagnostic tools and workflows. Operating as a versatile contributor within the central platform team, this position maintains broad baseline expertise across platform operations, preventing single points of failure while actively identifying system defect trends, contributing to knowledge repositories, and advocating for operational improvements with delivery teams.

Where will you make a difference:

In this role you will:

Operational Support and Incident Management:

- Monitor, triage, and manage the central production support queue, ensuring incidents and service requests are resolved within agreed service level agreements (SLAs).
- Perform structured root-cause analysis and troubleshooting across microservices architectures, web portals, and platform integrations using operational and logging tools.
- Identify recurrent production defects and collaborate with delivery teams and platform specialists to advocate for permanent bug resolutions and continuous operational improvements.
- Support after-hours operational issues and participate in on-call rosters as required to maintain high system availability.

AI-Native Support Modernisation:

- Utilise AI-assisted diagnostics, automated logging analysis, and intelligence tools to accelerate incident resolution times and pattern detection.
- Assist in adapting traditional support workflows to align with specification-driven, AI-native pod delivery structures.
- Document and update operational runbooks, prompts, and troubleshooting workflows to enable automated and team-wide knowledge sharing.

Platform Health and Environment Stability:

- Execute routine platform monitoring, synthetic health checks, and service verification routines across cloud and hybrid environments.
- Support release validation, change management verification, and deployment monitoring in accordance with ITIL framework standards.
- Maintain broad foundational knowledge across core platform components, infrastructure dependencies, and third-party integrations to prevent operational single points of failure.

Stakeholder Triage and Knowledge Management:





- Act as a tertiary escalation point for complex technical issues routed from Service Desk, Business Support, and operational teams.
- Maintain transparent ticket histories, technical documentation, and clear communication with internal IT groups and external software vendors.
- Create, curate, and update central knowledge base documentation for emerging issues, temporary workarounds, and resolved incident patterns.

Who will you be working with:

- Central Platform Teams: Partner with Associate Platform Engineers, Associate Observability Engineers, and Context Engineers to align daily support execution with broader platform health.
- Delivery Pods and Squads: Collaborate with delivery pods and squads to escalate persistent production defects, validate fixes, and support operational handovers.
- Internal Service Support: Work directly with the IT Service Desk, Business Support, and Customer Support Centre teams to handle tertiary escalations.
- External Vendor Partners: Liaison with third-party software vendors and implementation partners to troubleshoot platform integration dependencies.

What Success Looks Like:

- Operational Continuity: High service availability maintained with production incidents triaged and resolved within defined SLAs.
- Incident Trend Reduction: Proactive identification of repeated technical anomalies leading to targeted defect resolution by delivery teams.
- Knowledge and Process Uplift: Comprehensive, up-to-date knowledge repositories and AI-assisted runbooks that improve team-wide resolution efficiency.
- Cross-Functional Collaboration: Seamless coordination with delivery pods and vendors, establishing stakeholder confidence through transparent incident communication.

Demonstrates behaviours aligned to Officeworks values, contributing to a respectful, inclusive and high-performing culture.

How Wil you lead:

Individual Contributor:

- Lives our Officeworks values and behaviours
- Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
- Operates in line with applicable Officeworks company policies and Code of Conduct
- Demonstrates a strong sense of personal accountability and curiosity to learn and develop
- Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong

Our Values:

Our values shape the way we work,



our behaviours and how we interact with each other, our customers, suppliers and communities.

We begin with customer:

- We start with our customer needs in every decision.
- We offer simple, helpful and affordable solutions.
- We listen, learn and continuously improve.

We do the right thing:

- We lead with integrity and care for our team communities and planet.
- We work together safely and treat everyone with respect, inclusion, and trust.
- We collaborate across teams and think Officeworks-wide.

We execute with accountability:

- We are accountable for our decisions, actions, results, and mistakes.
- We stay across the details and focus on delivering what matters.
- We move with pace and agility to deliver outcomes.

We lead with ambition:

- We set bold ambitions that help us to win and transform.
- We are courageous with new ideas.
- We focus on transformation, not incremental steps.

Qualifications and work experience:

Essential:

- Education: Tertiary degree in Computer Science, Software Engineering, or a related field.
- Experience: 8-10 years of software engineering experience, primarily full stack with microservices architecture exposure, including senior-level ownership of quality engineering and test strategy.
- AI-Assisted Delivery: Proven experience or strong proficiency in delivering production software using AI coding, test generation and orchestration tooling.
- Quality Ownership: Demonstrated track record of owning end-to-end code quality, test strategy design, defect management and release gates directly, built through hands-on quality engineering experience.
- Stack Breadth: Broad technical exposure across front-end, back-end and integration layers.
- System Design: Strong system design judgement with the capability to evaluate, challenge and refine agent-generated architectural outputs.
- Technical Support: Experience supporting production cloud environments, including logging, alerting, incident response and observability
- Proficient in Kotlin, with a strong understanding of Jetpack Compose, View-based layouts (XML), , Kotlin Flows, Coroutines and asynchronous programming (async/await, structured concurrency).
- Solid grasp of MVVM architecture, Clean Architecture patterns (Use Cases / Repositories), and Navigation Component.
- Experienced in unit and UI testing using JUnit, Mock, and Espresso / Compose Test frameworks.
- Hands-on experience with CI/CD pipelines, preferably Bitrise.
- Experienced in managing dependencies using Gradle (Kotlin DSL / Version Catalogs).

Preferred:

- Retail and Commerce Exposure: Experience in retail, e-commerce, or complex omnichannel platform ecosystems.
- Advanced AI Tooling: Familiarity with modern AI agent frameworks, model gateways, and evaluation platforms.

📌 Production Support Administrator (India)
🏢 Officeworks
📍 India