Senior Application Support Technical Specialist

Overview

Senior Application Support Technical Specialist role at Teachers Mutual Bank Limited. The Application Support team ensures the continued operation of TMBL's core banking and key IT applications with a number of integrated products to deliver business functionality. As a member of the Application Support Team, the Application Support Technical Specialist will provide timely support to the daily operation of business-critical applications at TMBL.

This role will support the Application Support Technical Lead, providing oversight on quality of application service delivery to customers by working closely with the business, IT leadership and service provider teams; both internal and external, and drive continuous improvement initiatives to enhance application services.

Location: Sydney, New South Wales, Australia

Base pay range

A$120,000.00/yr - A$140,000.00/yr

Responsibilities

• Monitors, supports and triages IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements
  
• Employs appropriate application maintenance, supports and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents
  
• As required, provides timely communication to users on the status of their service requests and incidents
  
• As necessary, liaises with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner. Ensures problem prevention methods are continually applied to improve service levels and reduce costs
  
• Undertakes IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate
  
• Monitors the availability, performance, and throughput of supported IT applications
  
• Prioritizes and schedules assigned support activities and tasks
  
• Maintains IT application support technical documentation
  
• Participates in disaster recovery activities as required
  
• Works with the Change Managers to review and impact new business requirements
  
• Contributes to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc
  
• Ensures capacity, availability, security and service support requirements are considered in all IT application changes
  
• Implements, tests and monitors required IT application changes in line with change implementation plans
  
• Ensures IT application changes meet the agreed service acceptance criteria
  
• Performs out of hours duties to support planned releases/fixes/patches/updates etc
  
• Performs on-call duties to ensure internal systems and online customer-facing channels are continuously available
  
• Assists Lead in business reviews, representing IT Application Services, including attendance at vendor engagement meetings
  
• Assist Lead with business consultation on best use of Applications/Systems, including functions to maximise the value of existing systems, including review of up and coming enhancements from vendors
  
• Assists Lead with the delivery of reports to communicate and maintain awareness of vendor operational and delivery performance, including measurement against metrics
  
• Performs other duties as assigned by your line manager
  

Qualifications

The ideal candidate will have the following skills and attributes:

• Tertiary qualifications in IT or related discipline, or equivalent experience; ITIL certification essential
  
• 4+ years relevant IT industry experience with 2+ years' experience in a complex IT infrastructure environment
  
• Knowledge and experience in supporting Windows 10 and Windows 11 experience in technical support of business systems, including client-server applications, web applications, third party applications, middleware and all components of the M365 suite
  
• ITIL v4: Familiarity with industry standards for service management, including incident management, change management
  
• MCSE: Server Infrastructure or equivalent Windows Server 2008 or later certification - highly regarded
  
• Scripting technology such as VBScript, PowerShell and Python - highly regarded; SQL databases knowledge and experience - highly regarded
  

Other criteria

• Excellent skills and proven ability to build and sustain relationships with both internal and external stakeholders
  
• Ability to manage conflicting priorities and delivering a high level of client service
  
• Understand and comply with the IT organization requirements, processes, procedures, and policies
  
• Share knowledge and expertise with others, coaching and supporting team members as required
  
• Excellent written and verbal communication skills
  
• Meticulous attention to detail; ability to achieve targets within deadlines
  
• Ability to work in a complex environment as a collaborative team player that delivers
  
• Strong skills in data analyses, troubleshooting and ability to prioritize
  
• Able to work on many tasks simultaneously in a high-pressure environment
  
• Great time management skills and flexible enough to ensure occasional urgency required tasks are completed; be process driven, take ownership and drive results
  

About Us

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognized ethical company with profit-for-purpose as the business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.

We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named on the World's Most Ethical Companies list nine years in a row and are the only bank in Australia to have all wholesale and retail mortgages and deposits certified as responsible by the Responsible Investment Association of Australasia.

Our employees embrace the core values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on delivering exceptional member service.

We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at or find us on LinkedIn

Seniority level

• Mid-Senior level
  

Employment type

• Full-time
  

Job function

• Information Technology
  

Industries

• Banking
  

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