Production Support Analyst-2

Vanguard Group; City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Vanguard Group in Melbourne seeks a senior production support analyst to lead production issue resolution and system monitoring across trading-related applications. You will coordinate fixes, mentor juniors, and drive improvements with front-office and IT stakeholders.

A strong background in UNIX, cloud environments, Python, and trading systems is essential. The role supports a hybrid work model within Vanguard Australia, a major investment manager focused on reliability and scalable operations

Qualifications

• Six years of IT experience with financial domain exposure.
• Degree in Computer Science or MIS preferred.
• Excellent stakeholder management and communication skills.
• Experience in front office/trade floor support.
• Knowledge of investment management and trade life cycle.
• Production support in cloud, UNIX, Oracle, Python, OMS, and trading systems.

Responsibilities

• Provides advanced production support of applications, databases, and systems; coordinates technical procedures to resolve issues.
• Leads monitoring of production systems for alerts and outages; conducts root cause analysis.
• Ensures SLAs are met; communicates resolutions with stakeholders and vendors.
• Performs system health checks and data-flow analysis across systems using SNOW/PagerDuty.
• Acts as a technical partner and maintains relationships with business partners.
• Writes and updates production support documentation, policies, and procedures.
• Leads improvement efforts and directs changes.
• Mentors and trains junior production support analysts; shares best practices.

Skills

Production support

Front office support

Cloud environment

UNIX

Python

Trading systems

Education

Bachelors in CS or MIS

Tools

ServiceNow (SNOW)

PagerDuty

Job description

50years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs.Evidently, itwas as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.

Today, Vanguard is one of the world's largest investment management companies, serving more than50 million investorsworldwide. For more than 30 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

GIFS APAC Run Org (Trading Floor Support Team) is part of global IT operations support team that helps to run, reduce and restore any application incidents. The team plays a critical role in supporting our investment management process by supporting critical trading systems.
This is a senior productions support role that will provide technical leadership to the team as well as be key point of contact for our users in the equities and fix incomes group.

Core Responsibilities

• Provides advanced level production support of applications, databases, and systems. Directs and coordinates technical procedures to resolve production issues after evaluation. Provides infrastructure configuration services on multiple platforms in the test environment.
• Leads the monitoring of production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Manages the expectations and requirements of business and production support teams.
• Sets service level agreements and ensures that support requests are resolved within the service level agreement timeframe. Resolves elevated issues and communicates the resolutions. Partners with key stakeholders/vendors to ensure deliverables and SLAs are met and minimize business impact.
• Involves in performing system health checks to proactively trap issues on the fly and also deep diving into data flow analysis across systems by leveraging SNOW/Pager Duty
• Operates as an advanced technical partner and maintains strong working relationships with business partners.
• Writes and updates production support documentation, policies, and procedures.
• Leads improvement efforts and directs changes.
• Mentors and trains junior production support analysts. Proactively expands knowledge of systems and shares best practices.

Skills and experience

• Minimum of six years related work experience, with two years of Information Technology and financial domain experience.
• Undergraduate degree or equivalent combination of training and experience. Degree in Computer Science or Management Information Systems preferred
• Excellent stakeholder management and communication skills as well as being able to manage tough and time critical situations
• Previous experience in front office and trade floor support
• Understanding of investment management process and trade life cycle
• Production support experience in cloud environment, UNIX, Oracle Systems, Python, OMS, Trading Systems, Execution Management systems preferred

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.

Vanguard Australia is proud to hold the Employer of Choice for Gender Equality(EOCGE) citation, awarded by WGEA, recognising our strong commitment to gender equality and our dedication to inclusive policies, gender balanced outcomes and a safe, respectful workplace.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.

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