Application Support Analyst

Australian Payments Plus; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Australian Payments Plus is seeking an Application Support Analyst to ensure the reliability and performance of Australia’s payments infrastructure. You will monitor production systems, resolve complex incidents, and collaborate with engineers, vendors and business stakeholders to keep essential services running securely.

The role involves on-call duties, change and release activities, and contributing to operational resilience through proactive monitoring and documentation.

Qualifications

• Experience delivering enterprise applications in a 24/7 high-availability production environment.
• Experience with payments, banking or financial services platforms preferred.
• Strong troubleshooting and incident management skills with rapid issue resolution.

Responsibilities

• Deliver high-quality application support for critical payment platforms ensuring service availability and performance.
• Participate in a 24/7 on-call roster for incident resolution and change activities.
• Monitor production environments, identify issues early and drive resolution of complex incidents.
• Collaborate with internal tech teams, vendors and stakeholders to restore services quickly and minimise impact.
• Support change, release and deployment activities with planning, testing and risk assessment.

Skills

Incident management

Troubleshooting

On-call support

Change management

Stakeholder communication

Tools

Dynatrace

Splunk

ServiceNow

AWS

Java

Unix/Linux

Job description

We are one connected team in pursuit of one inspiring purpose - to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You'll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

We're driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We're ready to help you do it.

The Role:

As an Application Support Analyst, you'll play a critical role in ensuring the reliability, stability and performance of Australia's payments infrastructure. Supporting mission-critical payment applications in a high-availability 24/7 environment, you'll proactively monitor systems, resolve complex production issues and work closely with engineers, vendors and business stakeholders to keep essential payment services running securely and efficiently. You'll also contribute to continuous improvement initiatives that enhance operational resilience and customer outcomes.

Key Outcomes the role owns:

• Deliver high-quality application support across critical payment platforms, ensuring strong service availability and operational performance.
• Participate in a 24/7 on-call support roster, providing timely operational support for incident resolution, service restoration, and the successful execution of scheduled change and release activities.
• Monitor production environments, identify issues early and lead the investigation and resolution of complex incidents.
• Partner with internal technology teams, vendors and external stakeholders to restore services quickly and minimise customer impact.
• Support change, release and deployment activities through robust planning, testing and risk assessment.
• Improve system observability by leveraging enterprise monitoring and diagnostic tools to drive proactive support.
• Contribute to project delivery through configuration, non-functional testing, implementation and operational readiness activities.
• Develop and maintain high-quality operational documentation, support procedures and knowledge assets.
• Drive continuous improvement by identifying opportunities to automate processes, streamline workflows and enhance service reliability

Required experience to be successful in the role

• Demonstrated experience supporting enterprise applications within a 24/7, high-availability production environment.
• Experience supporting payments, banking or financial services platforms, with an understanding of real-time or batch payment processing highly regarded.
• Strong troubleshooting & incident management skills, with the ability to quickly diagnose & resolve complex technical issues.
• Experience with Incident, Problem and Change Management processes (ServiceNow or similar).
• Hands-on experience supporting cloud-based and enterprise technologies, including AWS, APIs, Java applications, Oracle SQL, Unix/Linux or Windows environments.
• Experience using enterprise monitoring and observability tools such as Dynatrace, Splunk or similar platforms.
• Exposure to application deployment, release management, non-functional testing and operational readiness activities.
• Strong stakeholder management and communication skills, with the ability to collaborate effectively across technical teams, vendors and business stakeholders.
• A proactive, continuous improvement mindset with experience identifying opportunities to improve service reliability, automation and operational efficiency.

What happens next:

At AP+, we believe in the power of passion, pride, and purpose. Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.