Operations Support Analyst

• We're changing the game!
• We're doing big things, and we can't do it alone.
• We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful.

AP+ brings together Australia’s three domestic payment organisations into one integrated entity. Operating in the public interest, AP+ focuses on meeting the needs of all payment users and representing the views of a diverse range of stakeholders. BPAY Group, eftpos and NPP Australia operate as distinct brands within a Group Leadership Team structure.
AP+ is intended to create a more efficient and agile payments group, building the competitiveness of Australian domestic payments infrastructure, and delivering significant benefits to Australian consumers and businesses.
Role Purpose
The Technology Operations 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.
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.
Key Responsibilities

• 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.

Requirements

• IT related qualification.

• ITIL v4 foundation certification highly desirable.

• Experience in a similar role in a continuous shift IT operations environment (24x7x365).

• Familiarity with Unix, PL/SQL, Java, Jboss application server.

• Understanding of cloud technology e.g. AWS, web services, Apigee API.

• Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace).

• Experience with ITSM tools (e.g. ServiceNow, Jira).

• Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV 3DS, NPP).

• Exceptional ability to provide front-end support to customers.

• Strong analytical abilities, troubleshooting, problem-solving and questioning skills.

• Strong interpersonal skills with the ability to work in a collaborative and high-pressure environment.

• Excellent documentation skills for keeping records of issues and resolution activities.

We know applying for a role can be a nerve-wracking experience, so we endeavor to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.
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 working with Recruitment Agencies for this role.