Senior Application Support Analyst

*****We will consider the following locations: Brisbane – Sydney or Melbourne as we offer Hybrid working *****

At EML Payments, we're shaping the future of payments technology – creating exceptional, instant, and secure payment solutions that keep the world's money in motion. As a global leader in the industry, we pride ourselves on developing innovative alternatives to traditional banking with prepaid Visa, MasterCard, and EFTPOS solutions that are transforming businesses worldwide.

We're looking for a
Senior Application Support Analyst
to play a key role in supporting and maintaining our card issuing and payment processing applications in Australia. This role will initially focus on application support for our Australian platform, ensuring high availability and performance of applications, while collaborating with various departments including Product, Operations, Onboarding, and Technology, and driving improvements to enhance operational efficiency.

Over time, this role will shift towards supporting EML's new global platform. Initially, involvement will be limited, focusing on contributing to the platform's development and gaining exposure to
Site Reliability Engineering (SRE)
practices. As the platform evolves, the role will take on greater responsibility, fully transitioning to global platform support. This will include SRE duties such as ensuring reliability, improving scalability, automating operations, and strengthening resilience, while continuing to provide application support as part of the role.

We're seeking a specialist with a solid technical foundation who can adapt to both application support and SRE responsibilities, leveraging their skills to support both local and global platforms effectively.

Key Responsibilities

• Application Support:
  Monitor, maintain, and support card issuing and payment processing applications by taking ownership of Jira support tickets across their full lifecycle, including triage, investigation, resolution, and closure. Ensure timely resolution of incidents and service requests while maintaining quality standards.
• Incident and Problem Management:
  Collaborate with Operations to manage incidents effectively. Work closely with development and infrastructure teams to resolve issues and communicate updates to stakeholders.
• Continuous Improvement:
  Identify opportunities for process improvements and automation within application support workflows. Contribute to the development of the global platform by gaining exposure to Site Reliability Engineering (SRE) practices.
• Collaboration:
  Work closely with cross-functional teams, including Product, Operations, Onboarding, and Technology, to deliver high-quality support and solutions.
• Documentation:
  Document troubleshooting steps, solutions, and knowledge articles within Confluence to support continuous improvement and knowledge sharing within the team

What You'll Bring

• Application Support Skills
• Strong understanding of incident management, ITIL processes, and DevOps practices
• Proven experience in troubleshooting complex application issues
• Technical Skills
• Solid experience in .NET development
• Understanding of Microsoft SSMS, Azure SQL, and Oracle databases and SQL scripting
• Solid experience in troubleshooting APIs, including the use tools such as Postman to replicate API calls, validate functionality, and confirm bug fixes / configuration changes
• Experience managing, monitoring, and troubleshooting applications hosted on Microsoft Azure
• Log Analysis & Querying
• Review and analyse application log files to investigate incidents, identify root causes, and validate fixes. Experience with Sumo Logic will be highly regarded
• Develop and maintain advanced Regex queries to extract meaningful insights, filter noise, and detect patterns or anomalies in log data
• Leverage log analysis to proactively identify potential issues, support performance tuning, and provide actionable recommendations to Development teams
• Business Knowledge
• Financial services domain knowledge and experience supporting business-critical systems within banking, payments, or investment operations will be highly regarded
• Problem-Solving
• Analytical and problem-solving abilities with a proactive approach to challenges.
• Team Player
• Excellent communication and interpersonal skills, with the ability to engage stakeholders and collaborate effectively.
• Adaptability
• A positive, can-do attitude and willingness to learn and transition into global platform support and SRE practices over time

W
e're Looking For

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
• Knowledge of SQL, scripting languages, .NET, and monitoring tools.
• Certification in ITIL, DevOps, or similar frameworks.

W
hat We Offer You

• Flexible, fast-paced dynamic working environment
• Global business landscape that connects you with colleagues working throughout Europe, USA and Australia
• Participation in the company bonus scheme
• Flexible working - Be empowered to work smarter, in a way that suits your lifestyle
• 12w Parental Leave, Birthday Leave, Volunteer leave & Paid Professional memberships.
• Additional week of annual leave when you take you leave allocation each year

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.

Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.