IT Operations Support Analyst

The Game Changers:

Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia's payments ecosystem, for the collective benefit of Australian businesses, government and consumers.

Our solutions include Australia's domestic debit network, real-time, data rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences and open wallet solutions. It's a new chapter with more possibilities.

Life @ AP+:

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You'll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

We're driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We're ready to help you do it.

The Purpose:

This role is part of the 24/7 IT operations team that performs a critical function in the monitoring of mission critical systems, responding to alerts, providing comprehensive level 1 customer support and working with technology partners, support teams and business stakeholders. The role requires participation in a continuous shift roster, including the provision of cover for team members taking annual or personal leave.

The Operations and Delivery team provides operational support across multiple AP+ products, systems and applications in a multi-vendor 24/7 real-time payments processing environment. The team serves as a primary point of contact for internal and external operational and technical teams.

The core accountabilities of the role will include:

• Providing 24/7 'eyes on glass' monitoring of various AP+ systems and applications
• Providing comprehensive 24/7 operational and incident management support to a diverse group of customers and internal stakeholders
• Ensuring timely response to alerts, calls and emails and adherence to service levels and performance metrics
• Undertaking the day to day support activities and complete tasks within defined service levels
• Performing triage activities including prioritising service requests, incidents and problems, and escalating to appropriate support groups
• Following documented procedures for effective and efficient resolution of incidents and problems
• Performing change analysis and support activities as part of change enablement processes
• Participating in post incident reviews and root cause analysis activities as part of problem management
• Developing and maintaining a knowledge management database including relevant processes and procedures
• Identifying opportunities to improve observability of system health and performance through analysis of alerts trends
• Driving continual improvement through improving task workflows, processes and working towards automation

The capabilities needed to be successful for this role are:

• IT related qualification
• ITIL v4 foundation certification highly desirable
• Experience in a similar role in a continuous shift IT operations environment (24x7x365)
• Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace)
• Experience with ITSM tools (e.g. ServiceNow, Jira, Confluence)
• Experience with web and app support, batch processes, and data management
• Understanding of cloud technology e.g. AWS, web services, Apigee API
• Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV 3DS, NPP)
• Familiarity with Unix, PL/SQL, Java, Jboss application server and relationship management skills to influence and align priorities

What happens next:

At AP+, we believe in the power of passion, pride, and purpose.­ Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

If you're ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

We want to remove all barriers to inclusion so if you need advice or support with your application, we're here to help. Please reach out to We also encourage you to let us know your pronouns at any point during the recruitment process.

 AP+ are not partnering with Recruitment agencies this role.