IT Operations Support Specialist

3 days ago

Sydney, New South Wales, Australia Australian Payments Plus Full time

About the Role:

We are seeking a highly skilled IT Operations Support Specialist to join our 24/7 IT operations team at Australian Payments Plus. As a key member of our team, you will play a critical role in the monitoring of mission-critical systems, responding to alerts, and providing comprehensive level 1 customer support.

Key Responsibilities:

  • Provide 24/7 'eyes on glass' monitoring of various AP+ systems and applications.
  • Provide comprehensive 24/7 operational and incident management support to a diverse group of customers and internal stakeholders.
  • Ensure timely response to alerts, calls, and emails and adherence to service levels and performance metrics.
  • Undertake day-to-day support activities and complete tasks within defined service levels.
  • Perform triage activities, including prioritizing service requests, incidents, and problems, and escalating to appropriate support groups.
  • Follow documented procedures for effective and efficient resolution of incidents and problems.
  • Perform change analysis and support activities as part of change enablement processes.
  • Participate in post-incident reviews and root cause analysis activities as part of problem management.
  • Develop and maintain a knowledge management database, including relevant processes and procedures.
  • Identify opportunities to improve observability of system health and performance through analysis of alerts trends.
  • Drive continual improvement through improving task workflows, processes, and working towards automation.

Requirements:

  • 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, tokenization, EMV 3DS, NPP.
  • Experience with web and app support, batch processes, and data management.

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