This is a Technical Support Engineer role with AMP based in Sydney, NSW, AU AMP Role Seniority - mid level More about the Technical Support Engineer role at AMP Be part of a high performing team Location: Sydney Initial 6 months contract Hybrid The opportunity The Technology function at AMP is accountable for delivering fast, agile, secure, compliant, and well-governed technology services that enable AMP to achieve its strategic objectives. This role is pivotal in ensuring the stability and resilience of AMP's digital banking platform. Description of division and business unit AMP built a fully digital bank with new products, delivered via a mobile app with killer features, to make banking easy for everyday Australians and small businesses. No paperwork. No red tape. No complicated processes or confusing financial chat. Just simple, smart banking; a tap away. The way banking should be. We've got the tech. We've got the approach. We just need the team to help us take AMP Bank to market and make it the best digital banking experience Australia's ever seen About the role: Incident & Problem Management: Triage and resolve production incidents using observability and log analysis tools, ensuring timely communication and coordination across stakeholders. Monitoring & Log Analysis: Use observability tools such as CloudWatch, Datadog, and other platforms to investigate issues and identify root causes. Platform Troubleshooting: Apply knowledge of AWS services (Lambda, S3, SQS, AppConfig) to support and maintain platform components. Third-Party Coordination: Collaborate with external partners, particularly Engine by Starling, to manage incidents and support activities. Documentation & Continuous Improvement: Maintain detailed incident records, contribute to post-incident reviews, and recommend enhancements to monitoring and operational processes. Be part of 24x7 Support team on a roaster basis About you Atleast 2 years in IT support or production support roles, preferably in financial services or fintech. Familiarity with AWS fundamentals and observability tools. Strong troubleshooting and analytical skills. Excellent communication skills for liaising between technical and business stakeholders. Experience with issue-tracking systems (e.g., ServiceNow, JIRA). Experience with .NET and AWS services such as Lambda, AppConfig, SQS, and Step Functions is highly preferred. AWS technical certifications are considered an advantage Job specific capabilities required Excellent relationship development to support working cooperatively with cross functional teams in a dynamic environment Proven ability to take accountability and with a strong customer focus that delivers on customer needs Applies strong understanding of a customer facing business and AMP Bank and how these fit within the AMP wide business and its competitive environment Ability to manage competing priorities and identify and escalating at risk and/or on watch items Ability to use strong analytical skills and significant judgement in managing moderate to complex business problems and to help drive customer-oriented outcomes Strong interpersonal and situational awareness with an ability to appropriately adapt their personal styles through this to maximise and influence situations Strong sense of curiosity and an inquisitive mindset focused on understanding the detail and how something does and should work and the ability to challenge and question thinking in a positive manner Proven learning agility with an ability to learn new technologies and concepts quickly Strong ability to deal with ambiguity and make informed decisions without always having all of the necessary information Be part of a 24x7 support team, providing critical incident response on a rotating roster. Embrace a collaborative, high-performance culture and demonstrate flexibility while working in a hybrid model-with at least 4 days in the office to enable close engagement with business teams. We value flexibility but also believe in the importance of on-floor collaboration to deliver exceptional outcomes. Working at AMP We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you. Wellbeing & Benefits We invest in the health, wellbeing, and development of all our people including our contingent professionals, by offering a range of great benefits to support you be your best, professionally, and personally: Finance & investment assistance and opportunities. Salary packaging and novated vehicle leases Employee Assistance Program - Benestar. Access to discounted health and wellbeing initiatives through Medibank. Access to a range of discounted offerings via an extra's benefits program. Networking / professional development opportunities and events We review applications as soon as we receive them and if we find our ideal person, we may close the role earlier than the advertised close date. If you are interested in expanding your skills with AMP as a contingent professional, then please click on the apply link. Agencies should note that unsolicited resumes will not be accepted for this position and AMP will not pay any fees related to resumes that are submitted directly to hiring managers and not through our approved process. Where appropriate, the AMP Team will work with our preferred panel of agencies to source candidates for roles. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the AMP team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ⚠️ Triage and resolve production incidents Monitor and analyze logs Collaborate with external partners Key Strengths ️ IT support or production support experience ☁️ AWS fundamentals and observability tools Strong troubleshooting and analytical skills ️ Experience with issue-tracking systems Experience with .NET and AWS services AWS technical certifications Why AMP is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with AMP not with Hatch.