Production Support Analyst

2 weeks ago

Sydney, New South Wales, Australia Real Time Australia Full time
Career progression and opportunities to up-skill

  • Hybrid work conditions
  • Sydney CBD office
  • Closeknit team and fantastic company culture

Who is the Company?
One of Australia's most successful Financial Technology companies, with the No. 1 platform in their space, for the Big 4 Banks and top ASX listed Banking & Finance entities.


Having developed a new SaaS platform, they are transitioning their current customers from legacy and creating a purpose-led Production Support team.


What is the Role?

Production Support Analyst is integral to this project. This is a newly created role which will have the sole responsibility to manage incidents & support the resolution process within a production environment.

What are the Duties & Responsibilities?

  • Monitor the incidents queue using the Zendesk ticketing system
  • Assess the criticality of the incident and be able to prioritise issues
  • Pinpoint the incident into a functional area and assign the appropriate team member to rectify the issue
  • Resolution against Service-LevelAgreements (SLAs) set
  • Assist in the growth of the Product Support environment and meet SLAs
  • Contribute to the matured Incident Management processes

What Skills and Experience are required?

  • Professional / Technical_
  • Degree educated in Information Technology
  • Experience in
    C# :
  • Knowledge of
    Azure Cloud:
  • Experience using
    Zendesk or another ticketing systems
  • Experience working to
    ITIL standards and practices
  • Personal_
  • Calm under pressure
  • A methodical mind and attention to detail
  • A good communicator
  • A problem solver
  • Well structured and organised of nature
  • Process driven

What is on offer to You?

  • Work directly with key people at Tier 1 Financial Services companies
  • Make the role your own and grow with it
  • Career Growth plans firmly in place and supported
  • Excellent work/life culture
  • Real Time is Australia's leading Tech Recruitment agency with 30 years industry experience, partnering with the most exciting clients & projects in Australia_

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