• Live & Critical Production Support environment
• Tier 1 Banking Clients
• Excellent Career Path
Production Support Analyst required to join one of Australia’s most successful FinTechs, with the No. 1 platform in their space, for the Big 4 Banks and top ASX listed Banking & Finance entities.

Through the development of a new SaaS platform and a growing customer base, they have created a purpose-led Production Support team.

The Production Support Analyst will have the sole responsibility of end to end incident management & support the resolution process within a live and critical production environment.

Main Duties & Responsibilities
• Monitor and action the incidents' queue using Jira and Zendesk
• Assess the criticality of the incident and be able to prioritise issues
• Analyse and Pinpoint the incident into a functional area
• Escalate to the appropriate team member to rectify the issue i.e dev, infra etc
• Working via ticketing, emails and over the phone directly with Tier 1... Banking & Finance customers to inform, support and resolve issues
• Resolution against Service-Level-Agreements set
• Contribute to the Incident Management processes
Essential Skills and Experience required:
• 12-24 months commercial experience in either Application Support, Production Support or Help Desk type roles where software is a focus
• Have an analytical and curious mind, problem-solver to be able to troubleshoot and diagnose incidents
• Must be proactive, think and work under pressure
• Build internal and external relationships with key stakeholders is essential for this role
• Excellent written and verbal communication and documentation skills
Nice to have:
• Splunk (or other) application monitoring experience a bonus
• Experience in C# and .Net helpful but not essential
• Knowledge of Azure Cloud
• Experience using Zendesk or another ticketing systems
• Experience working to ITIL standards and practices
What is on offer to You?
• Work directly with key people at Tier 1 Financial Services companies
• Make the role your own and grow with it
• Career Growth plans firmly in place and supported
• Excellent work/life culture
Real Time is Australia's leading Tech Recruitment agency with 30 years industry experience, partnering with the most exciting clients & projects in Australia!

We look forward to receiving your application
Sydney NSW Australia

Salary Criteria