Senior Support Analyst – Institutional Service Management
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What’s the role?
As a Senior Support Analyst, you will manage the application support for various applications, ensuring high system availability and reliability. Your role is crucial in maintaining the sustainability of these applications while maximizing their availability and automating manual tasks.
Job Description
As a Senior Support Analyst, you will manage the application support for various applications, ensuring high system availability and reliability. Your role is crucial in maintaining the sustainability of these applications while maximizing their availability and automating manual tasks.
You will support Traded Risk reporting, including a high-performance data analytics platform with real-time capabilities and advanced data modelling. This platform allows users to structure business data into multidimensional cubes to extract insights through sophisticated summaries and drilldowns
Key Responsibilities
- Service Delivery: Monitor, maintain, and support production systems; resolve incidents and service requests within SLAs; participate in on-call support; collaborate with development and vendors; drive automation to reduce manual work; manage risks and ensure recoverability.
- Compliance & Best Practice: Adhere to operational standards, policies, and regulatory requirements; support change initiatives and continuous improvement to address root causes.
- Collaboration & Knowledge Sharing: Foster teamwork, conduct training/workshops, and promote knowledge sharing in automation and SRE practices.
- Proactive Mindset: Lead automation and self-healing initiatives; integrate AI to enhance reliability and performance; implement automated monitoring and alerting.
- Continuous Improvement: Optimize systems through scaling, load balancing, and resource management; apply data-driven insights; automate incident response and recovery; develop runbooks and playbooks for consistent operations.
What do I need?
Communication & Documentation
- Excellent verbal and written communication skills
- Solid documentation and reporting ability
Frameworks & Practices
- Knowledge of Site Reliability Engineering (SRE)
- Understanding of Project and Service Delivery Frameworks
- Familiarity with IT Key Controls (Technical Control Library – TCL)
- Experience with ITIL best practices
- Understanding of Risk Management Framework (desirable)
Technical Skills
- SQL and Control-M
- Web technologies: HTML, DHTML, JavaScript, CSS
- SFTP tools: WinSCP
- Platforms/tools: Jira, Confluence, BitBucket, ServiceNow
- Incident, Problem, and Change Management
- Automation technologies
Experience
- 3+ years of relevant industry experience
Education
- Tertiary qualification in Computer Science or recognised industry certification
Why join us?
We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:
- Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
- Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
- Tailored learning and development opportunities to help your grow your career within the bank.
- Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.
We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.
We are an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
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📌 Senior Support Analyst – Institutional Service Management
🏢 Westpac Group
📍 City of Sydney