Technical Support Analyst

Australian Securities Exchange; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Australian Securities Exchange in Sydney is seeking a Technical Support Analyst to provide 2nd line support for Austraclear and related ASX systems. The role operates on a 24x7 basis with on-call and weekend work.

You will investigate incidents, coordinate changes, and work across interfaces like SWIFT/FIX, with a focus on reliability and disaster recovery. The team values collaboration, proactive problem solving, and customer service excellence.

Qualifications

• Degree or equivalent in IT, computing, science or maths.
• 5+ years of support experience.
• Experience in business critical applications with Real Time processing and Financial Data.
• Knowledge of Windows Server 2019, SQL, Microsoft IIS, .NET and AWS.

Responsibilities

• Provide 2nd level technical support for Austraclear and ASX systems.
• Handle Incident Management, Problem Management, Release and Change Management.
• Work across a wide range of interfacing systems within ASX.
• Perform health checks, user queries, BCP testing, maintenance and service management activities.
• Set up monitoring/alerting across environments using enterprise tools or scripting.
• Maintain technical documentation required by the team for operational support.
• Conduct non-functional testing and disaster recovery preparation for releases.
• Assist planning and implementation of software releases with Change Control.

Skills

Analytical problem solving

Customer service mindset

Team collaboration

Rotational on-call

Education

Degree or equivalent in IT/Computing/Science/Math

Tools

Windows Server 2019

SQL

Microsoft IIS

NET frameworks

AWS

TCP/IP networking

ServiceNow

GoCD

Job description

Australian Securities Exchange – Sydney NSW

ASX: Powering Australia's financial markets

Why join the ASX?

When you join ASX, you're joining a company with a strong purpose - to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role, you'll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

www.asx.com.au/about/careers/a-great-place-to-work

We are more than a securities exchange!

The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance.

We're proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ+ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we're committed to a fair and inclusive workplace where everyone can thrive.

What's On Offer

As a Technical Support Analyst you will provide application support for the Fixed Income applications Austraclear for ASX internal and external customers.

The support of these environments is considered critical and operates on a 24 x 7 basis so rapid response to technical issues escalated by the operations teams is essential.

You will provide 2nd level technical advice, documentation, testing and planning for ASX projects.

The scope of the role also includes the co-ordination of fault troubleshooting, release and change management, disaster recovery testing and service management activities.

This role includes providing 24x7 on-call support on a rostered basis and weekend/after-hour installations and upgrades.

What you'll do:

• Primary responsibility for supporting Austraclear, with a view on supporting other systems like ASX Collateral, interfaces and protocols (SWIFT/FIX).
• Incident Management (service restoration activities), Problem management (root cause analysis), Release and Change Management.
• Opportunity to work across a wide range of interfacing systems within ASX.
• Completion of routine tasks such as health checks, User Queries, BCP testing, Maintenance and service management activities - eg. backup and restores, patching, asset management/upgrades, problem, incident restoration.
• Set up monitoring/alerting across environments using enterprise tools or scripting.
• Maintenance of technical documentation required by the team for operational support.
• Non-functional testing which involves development of test scripts, conducting non-functional testing of new software deliveries, new enhancements, and disaster recovery or configuration changes in preparation for release into production.
• Assist in the planning and implementation of software releases or changes. Ensure Change Control process are closely adhered to for all production and test environment changes, including appropriate risk assessments & mitigation actions, communications to the relevant business, technology, participants and vendor stakeholders.
• Weekend work on site (in office) and off site (remote) may be requested to perform upgrades, testing, and any critical activity that cannot be performed during week days.

What you've done:

• 5+ years of support experience with Degree or equivalent in IT, computing, science or maths.
• Experience in business critical applications with Real Time processing, Digital/Web applications, Financial Data and Reporting.
• Experience and understanding of Windows 2019 server
• Knowledge of SQL
• Knowledge of Microsoft OS, Microsoft IIS, .NET frameworks, and AWS
• Experience on TCP/IP network based application support
• Non-functional testing experience
• BCP/ Disaster recovery planning
• Proven performance under pressure and ability to apply analytical, problem solving and investigative skills
• Willing to work on a rotational shift, be on-call and work occasional weekends
• Understanding of business workflows (registries, participants, payments systems)
• Exposure to enterprise management tools

And if you've got some of this, even better:

• Debt and Collateral knowledge or applied knowledge of financial industry systems
• Understanding of Risk management
• Knowledge of participant support requirements for ASX Trading Environments
• Good Scripting skills (eg. SQL, Perl, Python, Bash)
• Experience and understanding of IT Service Management (Incident, Problem and Change Management) and IT Service Management Tools (ServiceNow)
• Knowledge of SWIFT
• Experience with supporting critical systems
• Automated Testing Tools
• Knowledge of GoCD deployment tools
• Good understanding of TCP/IP networks to diagnose connectivity issues.
• Security infrastructure knowledge (Hardware Security Module, Public Key Infrastructure, Identity Access management)
• Agile experience

What you need to enjoy and be good at for this role:

• Clear and analytical approach to problem solving
• Innovation
• Anticipates problems
• Planning and organising work
• Effective communication
• Team Work
• Self-starter
• Ownership of issues to resolution
• Participate in a team focussed on providing excellent Customer Service.
• Adapt to changing system and environment requirements.

We make hiring decisions based on your skills, capabilities and experience, and how you'll help us to live our values. We encourage you to apply even if you don't meet all the criteria of this role.

If you need any adjustments during the application or interview process to help you present your best self, please let us know at *******@asx.com.au.

At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks, including reference and police checks, completed as part of the on-boarding process.

To be considered for this position, candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.