Dedicated IT Support Specialist

2 weeks ago


Melbourne, Victoria, Australia Vanguard Full time

At Vanguard, we're seeking a skilled Dedicated IT Support Specialist to join our International System and Technology Group.

About Us:

Vanguard is one of the world's largest investment management companies, serving more than 50 million investors worldwide. We've been supporting individual investors, financial advisers, and superannuation members in Australia for over 25 years, helping them achieve their long-term financial goals.

Our Team & Opportunity:

You'll be part of our IST Run team, providing 24 x 7 support to our applications and global websites. Our focus is on reliability and availability, and we're constantly looking for ways to improve our monitoring practices.

Your Responsibilities:

  • Prioritize and address incoming incidents in a timely and efficient manner.
  • Address and respond to incidents, ensuring impact and severity are understood and escalated accordingly.
  • Keep business users informed of progress with outstanding incidents or ongoing problems.
  • Monitor production systems for alerts and outages, taking appropriate actions as required.
  • Proactively look for ways to improve alerting and monitoring, supporting our ability to improve Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) metrics.
  • Demonstrate working knowledge of Production Systems through execution of technical procedures and resolution of production issues.
  • Demonstrate understanding and knowledge of client needs, concerns, and challenges, always looking to improve as we progress.
  • Participate in matrixed project teams or initiatives that may require strong interface with cross-functional team members.
  • Liaise with application vendors as needed to resolve issues and ensure SLAs are adhered to.

What We're Looking For:

We're seeking an experienced IT professional with relevant work experience in an enterprise organisation. Strong analysis and problem-solving skills, intermediate SQL skills, and experience in application support of Java and/or Node-based applications are essential.

Specializations That Will Make an Impact:

Experience working in a financial services or enterprise environment, monitoring system experience, website and mobile app support experience, and good understanding of AWS are highly desirable.

Salary:$100,000 - $120,000 per annum, depending on experience.

Inclusion Statement:

Vanguard's commitment to diversity and inclusion is guided by our core purpose: to take a stand for all investors, treat them fairly, and give them the best chance for investment success.



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