Application Manager

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.
• Ensuring all IT Service Management functions like Incident, Event, Change and Problem are well-supported by effective Knowledge Management practices - i.e. the creation and management of timely and relevant technical and functional documentation throughout the application/service lifecycle.
• 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:

• University degree in IT, Engineering, Computer Science or an equivalent level (4+ years) of hands-on technology experience in production application support.
• Tactical experience in supporting and optimising production IT services, especially in the areas of Incident, Change, Problem, Configuration and Event Management.
• Extensive hands-on experience with operating and supporting applications/services running on Linux systems.
• Good tactical experience with operating Oracle DB and connected applications.
• Ability to work in an international environment and within a matrixed organization.
• Demonstrated competency with monitoring/alerting frameworks, methodologies and enterprise tools.
• IT Service Management and ITIL v3/4 knowledge and hands-on application of same.

Perks & Benefits
At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career..
• 12 weeks of paid parental leave for primary carers
• Lifestyle leave
• Employee stock purchase plan
• Access to Employee Assistance Program (EAP) plus more

Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.