About Us
Australian Payments Plus (AP) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia's payments ecosystem for the collective benefit of Australian businesses, government and consumers.
Our solutions include Australia's domestic debit network, real-time data-rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences, and open wallet solutions. It's a new chapter with more possibilities.
Life @ AP
We are one connected team in pursuit of one inspiring purpose: to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You'll be encouraged to bring your big ideas forward and make a difference through your work, taking steps forward in your career while still having room for fun friendships and flexibility in your daily life.
We're driven by our core values: lead with heart, learn for tomorrow, and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We're ready to help you do it.
The Purpose
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 cover for team members on annual or personal leave.
The Operations and Delivery team provides operational support across multiple AP product 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.
Core Accountabilities
Providing 24/7 glass-box 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 day-to-day support activities and completing tasks within defined service levels
Performing triage activities, 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 alert trends
Driving continual improvement through improving task workflows, processes and working towards automation
Capabilities Needed to be Successful
IT-related qualification
ITIL v4 Foundation certification highly desirable
Experience in a similar role in a continuous-shift IT operations environment (24/7/365)
Experience with the usage and configuration of monitoring tools (e.g. Splunk, Dynatrace)
Experience with ITSM tools (e.g. ServiceNow, Jira, Confluence)
Experience with web and app support, batch processes and data management
Understanding of cloud technology (e.g. AWS, Apigee, API)
Knowledge of payments processing environments is desirable (e.g. Connex switch, tokenisation, EMV, 3DS, NPP)
Familiarity with Unix, PL / SQL, Java, JBoss, application server and relationship-management skills to influence and align priorities
What Happens Next
At AP we believe in the power of passion, pride and purpose. Our team is driven by a shared mission to make a difference in the world of payments and we're proud to work together towards this common goal.
We want to remove all barriers to inclusion, so if you need advice or support with your application we're here to help. We also encourage you to let us know your pronouns at any point during the recruitment process.
AP is not partnering with recruitment agencies for this role.
Employment Details
Employment Type: Full-Time
Experience: years
Vacancy: 1
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