Application Support Engineer

Australia Retirement Trust; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Australia Retirement Trust is seeking an Application Support Engineer in Brisbane to help keep critical applications reliable and performant. You will monitor, troubleshoot and manage incidents, coordinating with technical teams and external vendors while expanding skills across availability management and disaster recovery.

The role offers a 12-month fixed-term contract or internal secondment, based in Brisbane, with after-hours on-call rotation as required.

Qualifications

• Bachelor's degree in CS/Software Engineering or equivalent experience.
• Experience supporting complex, business-critical IT systems.
• Experience across front- and back-office transaction processing environments.
• Ability to diagnose incidents and identify practical resolutions.
• Strong written and verbal communication with business, technical and supplier stakeholders.
• Understanding of application availability, incident management, release management and disaster recovery.
• ITIL Foundation certification or practical knowledge of ITIL processes.
• Willingness to participate in after-hours support and an on-call roster.

Responsibilities

• Monitor, maintain and troubleshoot software applications to support availability and performance.
• Manage incidents and service requests in line with agreed processes and SLAs.
• Diagnose application issues, investigate root causes and coordinate timely resolutions.
• Escalate unresolved incidents and support service recovery after resolution.
• Maintain application support processes, procedures and technical documentation.
• Guide clients and team members in the effective use of business systems.
• Analyse service and component availability against performance targets and SLAs.
• Support disaster recovery and test documented recovery procedures.
• Assist with configuring and testing software products across environments.
• Package, build, test and deploy application changes and releases into live environments.
• Maintain release processes and contribute to release planning and scheduling.
• Build trusted relationships with technical and non-technical stakeholders.
• Liaise with vendors on application support, maintenance and development activities.
• Identify, assess and escalate technology risks within Risk Management framework.
• Contribute ideas to improve systems, processes and team performance.
• Participate in occasional after-hours support and rotating on-call.

Skills

Communication skills

Problem solving

Root cause analysis

Stakeholder management

Incident/Release management knowledge

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

ITIL knowledge

Job description

Job Description

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As an Application Support Engineer in our Technology team, you'll help keep our business-critical applications operating reliably and effectively.

You’ll monitor, maintain and troubleshoot applications, manage incidents and service requests, and implement changes across our technology environment. Working with technical teams, business stakeholders and external vendors, you’ll investigate issues, identify root causes and support timely, practical resolutions.

This is an opportunity to apply your technical expertise while expanding your knowledge across application support, release management, availability management and disaster recovery. You’ll also contribute to continuous improvement and help create a dependable technology experience for our people and members.

This role is a 12-month Fixed Term Contract opportunity or a 12-month secondment for an internal applicant and is based in Brisbane.

Responsibilities

• Monitor, maintain and troubleshoot software applications to support their availability and performance.
• Manage incidents and service requests in line with agreed processes, priorities and service levels.
• Diagnose application issues, investigate root causes and coordinate timely resolutions.
• Escalate unresolved incidents and support service recovery following resolution.
• Maintain application support processes, procedures and technical documentation.
• Guide clients and team members in the effective use of business systems.
• Analyse service and component availability against performance targets and service levels.
• Support disaster recovery arrangements and test documented recovery procedures.
• Assist with configuring and testing software products across new and existing environments.
• Package, build, test and deploy application changes and releases into live environments.
• Maintain release processes and contribute to release planning and scheduling.
• Build trusted relationships with technical and non-technical stakeholders.
• Liaise with vendors on application support, maintenance and development activities.
• Identify, assess and escalated technology risks in line with the internal Risk Management framework.
• Contribute ideas and actions that improve systems, processes and team performance.
• Participate in occasional after-hours support and a rotating on-call roster when required.

Qualifications

It goes without saying you’ll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It’s quite likely you tick some of the following boxes too:

• You hold a bachelor's degree in Computer Science, Software Engineering or an equivalent qualification, OR equivalent experience in the business process
• Your experience includes supporting complex, business-critical IT systems.
• You have extensive support experience across front and back-office transaction processing environments.
• You're confident diagnosing incidents, analysing problems and identifying practical resolutions.
• Your written and verbal communication skills enable you to work effectively with business, technical and supplier stakeholders.
• You understand application availability, incident management, release management and disaster recovery practices.
• You can build trusted relationships and explain technical information to different audiences.
• Your experience may include working in superannuation or financial services.
• You have knowledge of the full software development lifecycle and Agile methodologies.
• You'll ideally hold an ITIL Foundation certification or have practical knowledge of ITIL processes.
• You're comfortable participating in occasional after-hours support and an on-call roster.