Production Support Analyst, Specialist

**About Vanguard**

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

**Team & Opportunity**

**Core Responsibilities**
- Leads the monitoring of production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Manages the expectations and requirements of business and production support teams.
- Sets service level agreements and ensures that support requests are resolved within the service level agreement timeframe. Resolves elevated issues and communicates the resolutions. Partners with key stakeholders/vendors to ensure deliverables and SLAs are met and minimize business impact.
- Involves in performing system health checks to proactively trap issues on the fly and also deep diving into data flow analysis across systems by leveraging SNOW/Pager Duty
- Operates as an advanced technical partner and maintains strong working relationships with business partners.
- Writes and updates production support documentation, policies, and procedures.
- Leads improvement efforts and directs changes.
- Mentors and trains junior production support analysts. Proactively expands knowledge of systems and shares best practices.

**Skills and experience**
- Minimum of five years related work experience, with two years of Information Technology and financial domain experience.
- Undergraduate degree or equivalent combination of training and experience. Degree in Computer Science or Management Information Systems preferred
- Excellent stakeholder management and communication skills as well as being able to manage tough and time critical situations
- Previous experience in front office and trade floor support
- Understanding of investment management process and trade life cycle
- Production support experience in cloud environment, UNIX, Oracle Systems, Python, CRD, Aladdin, Newport preferred

**Inclusion Statement**

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

**How We Work**

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.