Application Support Specialist

**Job Title: Application Support Specialist (“Application Manager”)**

**About Worldline**:
Worldline (WL) is a global payments company, employing 20,000 employees worldwide, with innovative technology that addresses the challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies.

ANZ provides banking and financial products and services to around 10 million individual and business customers. Employing around 50,000 people worldwide and operating in 33 markets internationally, we are one of the four largest banks in Australia and one of the 25 largest banks in the world by market capitalization. At ANZ, everything we do boils down to ‘why’ - our purpose - to shape a world where people and communities thrive. We’re as focused on seeing our people thrive as well as our customers.

ANZ and Worldline have formed a long-term Alliance through a joint venture. This new company will bring added value to merchants while combining ANZ large banking network and established positions with Worldline State-of-the-art payment technology stack and business expertise. The joint venture will be focused on creating an environment where people’s talent and dedication to excellence can thrive, and with access to Worldline’s large range of ambitious and career enhancing development programs. These include formal training, career development programs, learning days, tech forums, mentoring and an Expert Network community.

**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.

**More reasons to join us**:
In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career. Our success comes from strong skills, new insights, diverse points of view and the energy of all members of the Worldline team.