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About the Role

The Senior Operations Analyst – Wintel is a key member of the infrastructure operations team responsible for ensuring the stability, security, and performance of Windows-based enterprise systems. This role focuses on governance, oversight, and technical leadership for Wintel platforms, working closely with a managed service provider (MSP) that delivers day-to-day operational support. The position involves planning and approving changes, coordinating OS upgrades, and acting as a subject matter expert (SME) for critical incidents and complex technical issues. The Senior Operations Analyst ensures compliance with organisational and NSW Government standards while driving continuous improvement initiatives.

Responsibilities

Oversee and govern Wintel operations delivered by the MSP, ensuring adherence to standards and SLAs.
Review, approve, and coordinate changes to Windows Server environments, including patching and upgrades.
Act as SME for critical incidents and escalations, providing technical guidance and resolution strategies.
Lead planning and execution of OS lifecycle management and infrastructure upgrades.
Ensure compliance with security hardening, configuration standards, and governance frameworks.
Collaborate with MSP and internal teams to maintain high availability and performance of Wintel systems.
Monitor vendor performance and manage service escalations as required.
Maintain technical documentation, runbooks, and governance processes.
Identify opportunities for automation, efficiency, and service improvement.
Support disaster recovery planning and testing for Wintel platforms.

Requirements

Extensive experience (typically 5+ years) in Windows Server administration and infrastructure operations.
Strong understanding of Active Directory, Group Policy, DNS/DHCP, and virtualization technologies (VMware, Hyper-V).
Proven ability to plan and govern infrastructure upgrades and lifecycle management.
Experience in vendor management and service governance.
Strong analytical and problem-solving skills, including incident and root cause analysis.
Excellent communication and stakeholder engagement skills.
Knowledge of ICT governance, security, and compliance in a government or enterprise context.

Skills

Windows Server administration
Infrastructure operations
Active Directory
Group Policy
DNS/DHCP
Virtualization technologies (VMware, Hyper-V)
Infrastructure upgrades
Lifecycle management
Vendor management
Service governance
Analytical skills
Problem-solving skills
Incident analysis
Root cause analysis
Communication skills
Stakeholder engagement
ICT governance
Security
Compliance
Microsoft certifications
VMware certifications
ITIL certifications
AWS/Azure certifications
Hybrid cloud environments
Migration initiatives

Location

McKell
Parramatta

Work Type

Ongoing Full-Time
Hybrid working available

Experience Level

Senior
5+ years

Education Level

Relevant tertiary qualifications in IT, Computer Science, or related discipline (Desirable)
Industry certifications (e.g., Microsoft, VMware, ITIL, AWS/Azure) (Desirable)

Salary/Compensations

$133,348 - $146,945 plus super

Benefits

The opportunity for meaningful work that matters to all of us in NSW
Hybrid work model (in-office and from home)
Opportunity for flexible or condensed hours
Offices always open to you balancing flexibility and connection
Flexible leave
Build a career here
Access to health and well-being programs including Fitness Passport

About the Company

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

Equal Opportunity

Belong in our diverse and inclusive workplace
We provide adjustments to the recruitment process for candidates, including individuals with disability.