Application Manager

1 day ago

Melbourne, Australia WorldLine Full time

**The Opportunity**:
This role in Worldline Services Australia’s (WSA) Production Services (PS) team is responsible for the production operations and support of the FinTech IT Services that the PS Team manages in Australia. The Application Support Specialist (a role also known in Europe as “Application Manager”) is an Individual Contributor role, responsible for the change/deploy/release, configuration, operation/optimisation, troubleshooting and support of the production cloud services we operate in the Australian market.

The role is also responsible for the ongoing IT service management of the production environment, ensuring business and customer expectations (i.e. Service Level Agreement (SLA) and Operational Level Agreement (OLA) requirements) are met.

**Your day-to-day responsibilities include**:

- Ensuring service availability, reliability and performance through monitoring, support and continuous optimization and improvement activities.
- Performing Change, Deploy and Release activities as needed throughout the service lifecycle using both standardised tooling and methologies, but also by contributing to operational automation (scripting/coding, orchestration, etc.) as required.
- Engaging as a key technical participant and practitioner in the Incident Management process to diagnose and troubleshoot and resolve production failures, to maximise service availability and minimise customer downtime and impact.
- Participating in Problem Management activities to determine root cause of recurring failure modes, and to implement corrective actions in the platform.
- Implementing and improving Event Management by optimising alerts, creating effective service health monitors and continuously improving the monitoring and alerting frameworks employed.
- Contributing to other appropriate IT Service Management processes including but not limited to Configuration/CMDB, Capacity Management, Security/Vulnerability Management and Continual Service Improvement.
- Participating in both the local and global technical support community which will include working in a “Follow-the-Sun” support model, as well as participating in a 24x7 on-call support rotation.

**Skills and Experiences You Will Possess**:

- Tactical experience in supporting and optimising production IT services, especially in the areas of Incident, Change, Problem, Configuration and Event Management.
- Ability to work in an international environment and within a matrixed organization.
- Demonstrated competency with monitoring/alerting frameworks, methodologies and enterprise tools.

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