Hybrid IT Operations Support Analyst

at Australian Payments Plus

• Job title: IT Operations Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Tech skills: AWS, Cloud, ITSM, Java, ServiceNow, Splunk, SQL, Unix
• Location requirements: Hybrid, Sydney, Australia

About the role

• Monitor and support mission critical IT operations for Australian Payments Plus. Provide 24/7 operational support for payments processing environment in a hybrid role.

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

Requirements

• IT related qualification
• ITIL v4 foundation certification highly desirable
• Experience in a similar role in a continuous shift IT operations environment (24x7x365)
• Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace)
• Experience with ITSM tools (e.g. ServiceNow, Jira, Confluence)
• Experience with web and app support, batch processes, and data management
• Understanding of cloud technology e.g. AWS, web services, Apigee API
• Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV 3DS, NPP)
• Familiarity with Unix, PL/SQL, Java, Jboss application server and relationship management skills to influence and align priorities