Application Support Analyst

About Australian Payments Plus

Australian Payments Plus (AP+) is driven by a unified mission to connect people and technology to deliver superior experiences. As a team, we uphold values of leading with heart, learning for tomorrow, and leaving a lasting legacy. We promote an environment that encourages innovation, growth, and balance between work and social well-being.

Role Overview

The Application Support Analyst is crucial in maintaining the performance, stability, and reliability of Australia's payment systems. Operating in a high-availability 24/7 environment, the role involves proactive system monitoring, rapid resolution of production issues, and close collaboration with engineers, vendors, and business partners to ensure secure and efficient payment services. The analyst also drives continuous improvements enhancing operational robustness and customer satisfaction.

Key Responsibilities

• Provide dependable application support for essential payment platforms ensuring high service availability and optimal operational efficiency.
• Engage in a 24/7 on-call rotation to deliver prompt support for incident management, service restoration, and the execution of scheduled system changes and releases.
• Oversee production environments by early detection of issues, leading investigations and resolving complex incidents effectively.
• Collaborate with internal technology teams, external vendors, and stakeholders to swiftly restore services minimizing user disruption.
• Contribute to change, release, and deployment efforts through thorough planning, testing, and risk assessment.
• Enhance system visibility by utilizing enterprise monitoring tools and diagnostics to shift towards proactive support models.
• Support project deliveries via configuration tasks, non-functional testing, implementation, and operational readiness preparations.
• Create and update operational documentation, support protocols, and knowledge base materials to maintain high-quality resources.
• Drive process automation, workflow optimization, and reliability improvements as part of ongoing continuous improvement initiatives.

Qualifications and Experience

• Demonstrable expertise with Dynatrace monitoring tool.
• Proven track record in supporting enterprise-grade applications within a continuous, high-availability (24/7) production environment.
• Experience in payments, banking, or financial services environments, especially with real-time or batch payment processing is highly advantageous.
• Strong skills in troubleshooting and incident management, able to swiftly diagnose and resolve intricate technical challenges.
• Familiarity with Incident, Problem, and Change Management frameworks utilizing platforms like ServiceNow.
• Hands-on background with cloud services (AWS), APIs, Java applications, Oracle SQL, Unix/Linux, and Windows operating environments.
• Knowledge and practical experience in application deployment, release management, non-functional testing, and operational readiness processes.
• Excellent communication and stakeholder engagement capabilities to collaborate effectively across technical teams, vendors, and business units.
• A proactive approach oriented towards continuous improvement, automation, and operational efficiency enhancement.

Additional Information

At AP+, we value passion, pride, and purpose and are committed to fostering an inclusive hiring process. We welcome candidates to disclose pronouns and request support with their applications as needed. This position is not being recruited through agencies.