You will join a BusinessasUsual (BAU) Production Support team responsible for keeping critical banking applications and platforms stable, available, and performing as expected. This role plays a key part in protecting customers and the business when things don't go to plan.
The role operates in a 247 production environment, with participation in a planned, rotating oncall roster. You'll work with established monitoring, runbooks, and escalation paths to restore service quickly and minimise customer and business impact.
Key Responsibilities
- Incident Management (Top Priority)
- Provide 247 oncall support on rotation.
- Triage, troubleshoot, and restore services using logs, metrics, and dashboards.
- Lead or participate in incident response with clear roles, escalation support, and documented runbooks.
- Provide timely updates with support from incident managers and platform SMEs where required.
- Monitoring & Operational Control
- Monitor application/platform health using Splunk, OpenSearch, CloudWatch, AppDynamics.
- Detect and respond to service degradation.
- Maintain alerts, runbooks, and monitoring coverage to lower MTTR.
- Problem Management & RCA
- Contribute to Root Cause Analysis (RCA) for major/repeat incidents.
- Track permanent fixes and validate effectiveness.
- Change & Release Support
- Support deployments, patching, and security updates (often after hours).
- Follow Change Management processes and maintain release documentation.
- Disaster Recovery & Resilience
- Participate in DR tests and maintain recovery playbooks.
- Platform & Application Support
- Support applications across onprem and AWS environments.
- Work with Windows/Linux/Unix, Oracle, MQ, ControlM, and related techs.
- Security & Compliance
- Support vulnerability remediation, cert renewals, and security patching.
- Ensure compliance with operational and regulatory standards.
- Documentation & Continuous Improvement
- Maintain runbooks/SOPs.
- Automate repetitive tasks using Shell or Perl scripting.
Required Skills
- 247 production support experience
- ITIL knowledge
- Proficient in troubleshooting with observability tools
- Hybrid/cloud (AWS) experience
- Strong communication and documentation skills
- You are not expected to be an expert in every technology on day one. Success comes from strong troubleshooting fundamentals, curiosity, and knowing how to engage the right experts quickly
Tools & Technologies
- ITSM: ServiceNow, Confluence/SharePoint, Jira/Rally
- Monitoring: Splunk, OpenSearch, CloudWatch, AppDynamics
- Cloud: AWS (EC2, VPC, backups)
- OS: Windows, Linux/Unix
- Scripting: Shell, Perl
- Databases: Oracle, SQL/PLSQL
- Middleware/Batch: IBM MQ, ControlM
- Version Control: GitHub, CI/CD pipelines
NicetoHave
- Oracle, middleware, batch processing experience
- Exposure to security/vulnerability management
- Experience with enterprise/CRM applications
- Agile environment experience
Behavioral Competencies
- Calm and structured under pressure
- Customerfocused with strong risk awareness
- Proactive, analytical, continuousimprovement mindset
Roster Requirements
- Participation in 247 oncall rotation
- Afterhours work is typically planned in advance (deployments, patching, DR tests). Emergency callouts are treated as exceptions and are reviewed to reduce recurrence.
Success Measures
- Lower MTTR
- Highquality incident/RCA outcomes
- Strong operational readiness (runbooks, monitoring, stable changes)
- Success is measured not only by outcomes, but also by how well improvements reduce future incidents and operational load.
A DIVERSE AND INCLUSIVE WORKPLACE WORKS BETTER FOR EVERYONE
We know that our people make us who we are. That's why we have built a culture of respect where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.
We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.
