AddressOverall Responsibilities:
The purpose of this role is to lead the team responsible for mission-critical operational second-level support of the relevant corporate enterprise systems. Support, Maintenance & Continuous Service Improvement of the mission-critical systems are the key elements of the role. This includes leading a group of multi-disciplinary Technical SMEs in managing Incidents, Service Requests, Problem Records, and Change. This role also has responsibility for the participation and input into project initiatives to enhance delivered technology services.
Key Accountabilities:
Leading a small team of multi-disciplinary technology SMEs focusing on Reporting (SAP Business Objects, PowerBI, Databricks, SSIS). Resource mapping with our Program of Work, Operational Support Duties, and Change Implementation. Technical escalations and ensuring team adherence to Operational support procedures including Incidents, Service Requests, Problem Records, and Change/Release management. Work with stakeholders to ensure software problems and defects are prioritized and rectified. Ensure single points of failure in skill sets are identified and prioritized in workload planning. Define, implement, review, and manage application support policies, procedures, and tools in order to drive efficient and effective business support. Track, analyze, and review trends in commonly occurring support issues, and identify risk management strategies. Manage the release of configuration changes to production environments in accordance with change management principles. Provide operational Reporting and trending to increase operational excellence. End-to-end incident management and service restoration within SLA. Identifying opportunities for Continuous Service Improvements. Maintain and support applications in line with approved standards and adjust in alignment with Enterprise Architecture and Enterprise Data Practice guidelines. Deployment of approved integration and delivery of approved solutions. Respond to incidents and manage systems availability (change, incident, and problem management). Establish and maintain Service Improvement Plans at an enterprise application or product stream level. Provide 24 x 7 Rostered On-Call Support where required by management. Develop and/or enhance relationships with key business peers. Maintain external relationships with key operational peers at third party vendors/partners.
Essential Requirements:
- Demonstrable experience leading multi-disciplinary Technology SMEs/Analysts.
- Demonstrable experience with SAP Business Objects reporting platforms, SSIS, and Analytics tools.
- Experience with Oracle and/or SQL databases and writing SQL.
- Experience with financial services applications (vendor and/or bespoke) in all aspects of the Australian domestic banking streams, in a development or support capacity.
- Understanding of overall Hosting Infrastructure (Linux and Windows), overall Network Infrastructure, including Firewalls and Security principles.
- Sound knowledge of ITIL standards. Ability to resolve application incidents, run problem management process to isolate root cause, sound exposure to change and release management methodologies.
Desirable:
- Experience in the financial services or payments sector.
- Experience working within a PCI-DSS compliant environment.
- Knowledge of project delivery techniques and methodologies.
- Knowledge of Software Delivery Lifecycle techniques and methodologies.
Technical Skills:
- Advanced SQL, Python coding, and data modeling skills.
- Experience working with event-oriented data sets of large size and diverse schemas.
- Experience in analytics.
- Experience with a wide set of data warehousing principles, including architecture, methodologies, schemas, performance/optimization principles, and best practices.
- Familiarity with Batch Scheduling tools such as Control-M.
- General scripting skills (Perl / Shell) for automation.
- Understanding and knowledge of SSL / TLS certificate management across various applications.
- Detailed understanding of 'n-tier' architectures, strategies, standards, and solutions.
Non-Technical Skills:
- Strong analytical skills with the ability to understand systems, processes, and operations.
- High level of accuracy and attention to detail.
Join our dynamic team at Synechron and contribute to the support and continuous improvement of mission-critical enterprise systems. If you have a passion for technology support management and a strong background in leading technical teams, we would love to hear from you.
SYNECHRON'S DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative 'Same Difference' is committed to fostering an inclusive culture - promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant's gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
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