Senior Production Support Analyst Job Vacancy in Vanguard Melbourne VIC – Updated today

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Full Details :
Company Name : Vanguard
Location : Melbourne VIC
Position :

Job Description : About Vanguard
Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years. Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified and robust through time.
With more than AUD $11 trillion in assets under management Vanguard is one of the world’s largest global investment management companies. In Australia we partner with institutional clients, financial advisers and individual investors to offer low-cost investment solutions. Our comprehensive range of managed funds, exchange traded funds (ETFs) and tailored investment solutions are built to support long-term investment success for our clients.
Our Team & Opportunity
You will form part of a global support team who adopt a follow the sun model. Our Australia team are a very close-knit team who always look to support and assist each other. We are seasoned IT professionals who have varying experiences within IT all with more recent experience within production support.
Our support focuses heavily on reliability and availability, we are constantly looking at opportunities to develop and improve in this area and place a key focus on our monitoring practices. We are looking to enhance our development knowledge within the team and move towards an SRE support model. In Australia we support the Australia Personal Investor platform/website and the upcoming Australia Super proposition.
What you will do
Priority focus on Incident Management, addressing and responding to incoming incidents in a timely and efficient manner.
Provision of first, second and occasional third level technical expertise in systems, technical infrastructure, external interfaces and other technical areas.
Improve the traceability and reliability of our systems, this could require the ability to review existing code with a focus on observability. Potentially the role could extend to implementing minor code changes as required.
Ensures that all support requests are handled promptly and takes a lead in setting the standard for delivering outcomes that are to the quality/standard required by business users. This includes keeping all clients informed of progress of their request.
Leads the monitoring of production system for alerts and outages and manages the expectations and requirements of business and production support teams.
Operates as a trusted senior technical partner through building and maintaining strong relationships across the business.
Takes a lead role in continuously improving the service delivery through building a deep knowledge of client needs, concerns and challenges.
Pro-actively looks for ways to improve our alerting and monitoring, supporting our ability to improve Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) metrics.
Participates in matrixed project teams or initiatives that may require strong interface with cross functional team members, including CloudOps, development teams, IT Security, Project Managers, Tier I, Elevations, application and clients.
Liaises with application vendors as needed to resolve issues and ensures SLAs are adhered to in in the process.
Maintains the policies and procedures as needed.
What are we looking for?
Undergraduate degree or equivalent combination of training and experience. Computer Science degree preferred
Minimum of 5 years work experience in IT
Experience in application support of Java and/or Node based applications, with the ability to debug and identify performance improvements.
Understanding of cloud technologies and similar working experience preferred
Strong demonstrated analysis and problem-solving skills
Excellent interpersonal skills, written and oral communication skills
Excellent project and time management skills
Specialisations that will make an impact
Experience as a production support developer, reviewing code and implementing minor code changes is strongly preferred but not essential.
Experience working in a financial service or an enterprise environment
Experience of monitoring systems would benefit, Splunk, App Dynamics etc
Website and mobile app support experience preferred but not essential
Good understanding of AWS preferred
ITIL certification preferred but not essential
Inclusion Statement
Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.
When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.
Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
Future of Work
During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.
As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.
When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).
The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.

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