Administer user access for applications
Provide Production support and/or resolve incidents outside of business hours, including overnight and on weekends
Join the 24/7 on call rotating roster.
ITIL management, as per defined incident, problem and change management processes
Manage incident/problem records through to completion.
Manage and report on incident/problem reduction and hygiene.
Gatekeeper for production (Protect the service).
Perform 1st Level after hours support of the service on a rotating roster.
Monitor application health status and further develop monitoring capabilities
Produce documentation and reports
Produce awareness change records for vendor, 3rd parties and technology partner deployments
Coordinate with vendors and/or directly resolve incidents and problems
Develop, test, and deploy fit-for-purpose software solutions. This includes enhancements, incident fixes, and on-going maintenance of systems.
Maintain and expand the team s wiki site and knowledge base
Manage and renew security certificates
Liaise with vendors, business, and operational stakeholders
Operate in an agile environment, creating and maintaining user stories
Proactively identify, register and where possible mitigate risks relating to production systems or processes following the NAB risk management process.
Ensure that all changes, internal and external, affecting acquiring do not lessen the availability, integrity, confidentiality, and supportability of our service.

Your Skills and Experience

Mainframe experience including COBOL, JCL, DB2, and SQL
Experience in creating a variety of documentation
Experience in analysis, development, testing, deployment, and support
Excellent analytical and problem-solving skills
Strong time management skills, written and verbal communication
It s preferable to have domain experience in transaction acquiring, issuing, and/or payments
It s preferable to have an understanding of IT support processes (ITIL), including incidents/problems and change
It s preferable to have experience with Connex but not essential

Support Analyst - For Connex