Technical Support Analyst - Fixed Income

About the Role

As a Technical Support Analyst you will provide application support for the Fixed Income applications Austraclear for ASX internal and external customers. The support is considered critical and operates on a 24x7 basis so rapid response to technical issues escalated by the operations teams is essential. You will provide 2nd level technical advice, documentation, testing and planning for ASX projects. The role includes co ordination of fault troubleshooting, release and change management, disaster recovery testing and service management activities. This role also includes providing 24x7 on call support on a rostered basis and weekend/after hour installations and upgrades.

Responsibilities

• Primary responsibility for supporting Austraclear, with a view on supporting other systems such as ASX Collateral, interfaces and protocols (SWIFT/FIX)
• Incident management (service restoration activities)
• Problem management (root cause analysis)
• Release and change management
• Opportunities to work across a wide range of interfacing systems within ASX
• Completion of routine tasks such as health checks, user queries, BCP testing, maintenance and service management activities - e.g. backup and restores, patching, asset management/upgrades, problem and incident restoration
• Set up monitoring/alerting across environments using enterprise tools or scripting
• Maintenance of technical documentation required by the team for operational support
• Non functional testing involving development of test scripts and testing of new software deliveries, enhancements and disaster recovery or configuration changes in preparation for release into production
• Assist in the planning and implementation of software releases or changes
• Ensure change control process is closely adhered to for all production and test environment changes, including risk assessments, mitigation actions, and communication to relevant business, technology, participants and vendor stakeholders
• Weekend work on site (in office) and off site (remote) may be requested to perform upgrades, testing, and any critical activity that cannot be performed during weekdays

Qualifications

• 5+ years of support experience
• Degree or equivalent in IT, computing, science or maths
• Experience in business critical applications with real time processing, digital/web applications, financial data and reporting
• Experience and understanding of Windows Server 2019
• Knowledge of SQL, Microsoft OS, Microsoft IIS, .NET frameworks, and AWS
• Experience in TCP/IP network based application support
• Non functional testing experience with BCP/Disaster recovery planning
• Proven performance under pressure and ability to apply analytical, problem solving and investigative skills
• Willingness to work on a rotational shift, be on call and occasional weekends
• Understanding of business workflows (registries, participants, payments systems)
• Exposure to enterprise management tools

Preferred Skills

• Debt and collateral knowledge or applied knowledge of financial industry systems
• Understanding of risk management
• Knowledge of participant support requirements for ASX trading environments
• Good scripting skills (SQL, Perl, Python, Bash)
• Experience and understanding of IT Service Management (Incident, Problem and Change Management) and ITSM tools (ServiceNow)
• Knowledge of SWIFT
• Experience with automated testing tools
• Knowledge of GoCD deployment tools
• Strong understanding of TCP/IP networks to diagnose connectivity issues
• Knowledge of security infrastructure (HSM, PKI, IAM)
• Agile experience

Personal Attributes

• Clear and analytical approach to problem solving
• Innovation
• Anticipates problems
• Planning and organizing work
• Effective communication
• Team work
• Self starter
• Ownership of issues to resolution
• Participation in a team focused on providing excellent customer service
• Adaptability to changing system and environment requirements

To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.