Senior Technical Support Specialist

4 days ago

Sydney, New South Wales, Australia Westpac Group Full time
About the Role

We are seeking a highly skilled and experienced Senior Support Analyst to join our team at Westpac Group. As a Senior Support Analyst, you will play a critical role in ensuring the high availability and reliability of our cloud-based customer management software application and several in-built applications.

Key Responsibilities
  • Assist in the implementation of business recovery, disaster recovery, and business continuity plans to ensure the recoverability of applications and meet agreed service levels.
  • Conduct resolution of incidents and problems to ensure systems operate as required with SLAs.
  • Provide a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
  • Participate in after-hours on-call rosters to provide immediate application support in the event of a service disruption or issue and enable the achievement of service availability and service level requirements.
  • Assist in driving resolution of production incidents.
  • Provide inputs in managing the operational relationship with vendors to improve the quality of the Group Tech services delivered.
  • Adhere to operational policies, standards, tools, and processes employed within assigned teams to ensure consistent quality application maintenance and fulfillment of regulatory obligations.
  • Participate in ongoing team training to maintain, refresh, and establish new support skill sets.
What's in it for You?

You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world's great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.

Requirements
  • Understanding of Project and Service Delivery Frameworks.
  • Understanding of IT Key Controls in the Technical Control Library (TCL).
  • Demonstrated knowledge and experience with following ITIL best practices.
  • Technical Skills:
    • Demonstrated SQL knowledge.
    • Demonstrated Control-M knowledge.
    • Service Now knowledge.
    • Oracle CRM On-Demand understanding (preferable).
    • Browser (HTML / DHTML / Java Script / CSS).
    • SFTP Tools (Win SCP).
    • Jira / Confluence / Bit Bucket.
    • Service Level Management.
    • Change Management.
    • Application Support experience.
    • Incident Management.
    • Problem Management.
  • Understanding of the Risk management framework is desirable.

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