Job Description

Every day, Imagine Communications delivers billions of media moments all over the world - anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

A Bit About The Role

This is a full-time role based in Sydney, Australia,. The primary responsibility of the Professional Services System Administrator (CNOC responsibilities) is to provide ongoing support of Imagine’s AdTech products APAC region, while also providing Global support. The System Administrator will provide proactive system and network support across multiple client environments. Working within the Customer Network Operations Centre (CNOC), you will monitor and manage infrastructure performance, respond to incidents, and ensure the delivery of high-availability services in line with contractual SLAs. The role requires a blend of technical expertise, customer awareness, and strong incident management capability.

• Administer, maintain, and support client systems including Windows Server & Linux and cloud environments (Azure/AWS).
• Carry out scheduled maintenance, patching, and upgrades with minimal disruption to client services.
• Manage storage, backups, and disaster recovery testing per client contracts.
• Implement and document configuration changes following change management processes. CNOC Operations
• Monitor multi-tenant infrastructure using CNOC tools (e.g., Datadog & LogicMonitor).
• Proactively identify and investigate performance or availability issues across client networks and systems.
• Handle alerts, incidents, and escalations in line with SLA priorities, ensuring timely resolution or escalation to specialist teams.
• Collaborate with network engineers, security analysts, and service desk teams to maintain client environments.
• Contribute to root cause analysis, service improvement plans, and operational reporting. Customer Focus and Documentation
• Maintain a clear and professional communication channel with clients throughout incident lifecycles.
• Accurately update ticketing and monitoring systems (e.g., SalesForce & Jira) with incident details and resolution steps.
• Develop and maintain technical documentation, procedures, and knowledge base articles to support first-time fix success.

About You

• Experience in a Managed Service Provider environment, supporting multiple clients remotely.
• Solid understanding of networking fundamentals.
• Strong experience with AWS.
• Experience with Salesforce and Jira.
• Proficiency with server and network monitoring tools and automation platforms.
• Familiarity with ITIL framework and SLA-driven service management.
• Strong diagnostic and analytical skills under pressure.

Personal Attributes

• Service-oriented mindset with a commitment to customer satisfaction.
• Excellent time management and multitasking in a high-volume operational environment.
• Clear communicator, both written and verbal, with strong teamwork and collaboration skills.
• Adaptable and dependable, comfortable with shift-based work or after-hours support.
• Willingness to learn about new products and solutions and become a part of the Imagine solution for those AdTech products

Celebrating difference, together stronger

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.