IT Operations Support Analyst
The Game Changers:
At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees.This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families.
AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.
Requirements
The Purpose:
This role is part of the 24/7 IT operations team that performs a critical function in the monitoring of mission critical systems, responding to alerts, providing comprehensive level 1 customer support and working with technology partners, support teams and business stakeholders.
The role requires participation in a continuous shift roster, including the provision of cover for team members taking annual or personal leave.
Primary Accountabilities, Duties and Responsibilities:
- Providing 24/7 ‘eyes on glass’ monitoring of various AP+ systems and applications.
- Providing comprehensive 24/7 operational and incident management support to a diverse group of customers and internal stakeholders.
- Ensuring timely response to alerts, calls and emails and adherence to service levels and performance metrics.
- Undertaking the day to day support activities and complete tasks within defined service levels.
- Performing triage activities including prioritising service requests, incidents and problems, and escalating to appropriate support groups.
- Following documented procedures for effective and efficient resolution of incidents and problems.
- Performing change analysis and support activities as part of change enablement processes.
- Participating in post incident reviews and root cause analysis activities as part of problem management.
- Developing and maintaining a knowledge management database including relevant processes and procedures.
- Identifying opportunities to improve observability of system health and performance through analysis of alerts trends.
- Driving continual improvement through improving task workflows, processes and working towards automation.
We'd love to hear from you if have:
- Experience in a similar role in a continuous shift IT operations environment (24x7x365).
- Familiarity with Unix, PL/SQL, Java, Jboss application server.
- Understanding of cloud technology e.g. AWS, web services, Apigee API.
- Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace).
- Experience with ITSM tools (e.g. ServiceNow, Jira, Confluence).
- Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV 3DS, NPP).
- Experience with web and app support, batch processes, and data management.
Benefits
What's Next:
We know applying for a role can be a nerve-wracking experience, so we endeavour to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview.In any case, we will keep you posted on the status of your application.
We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to recruitment@auspayplus.com.au We also encourage you to let us know your pronouns at any point during the recruitment process.