Senior Technical Support Analyst

ASX: Powering Australia's Financial Markets

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.

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 of the diversity of our organisation and the culture of inclusion that all our people help to build every day. Our employee-led groups are known for celebrating cultural and religious events, championing LGBTIQ+ inclusion (recently achieving AWEI Bronze), inspiring giving and volunteering, promoting gender equality, and wellbeing. We are an Employer of Choice for Gender Equality (WGEA) and a member of the Champions of Change Coalition for the advancement of gender equality in Australia.

As a Senior Technical Support Analyst you will provide application support for the CHESS System (Replacement Project) in Securities and Payment for ASX internal and external customers.

Your responsibilities include - 2nd level technical support, handling complex/critical issues, escalations and root cause analysis. Optimise monitoring strategies and mentoring others on tool usage. Create, review and enforce best-practice documentation and SOP's, lead change implementations and reviews risk and impact assessment. Building environments, non-functional testing, observability and planning for the CHESS upgrade project. The support of this upgrade is considered critical and so rapid response to technical issues escalated by the project teams and operations teams is essential.

The scope of the role also includes incident, problem, release, change and knowledge management, and may include undertaking BAU work within the team. Also collaborate effectively with stakeholders in technology/business.

The role may also include providing 24x7 on-call support and weekend/after-hour installations and upgrades.

What You'll Do:

• Responsible for the technical support and maintenance of Java-based applications on AWS cloud infrastructure and tools that support the project delivery & business.
• Provision of level-2 support to internal and external customers for Production environments, testing environments (SIT/E2E/NFT) and supporting the Migration, Non-Functional Testing & Industry Wide Testing (IWT)
• Regularly assess the efficiency of existing systems and approaches (including assessment of availability, performance, bug/fixes and incidents) in order to identify enhancements for inclusion in the technology and communications roadmap
• Monitor application health and performance metrics, proactively identify and address potential issues
• Document and update support documents/procedures to facilitate applications management and knowledge retention
• Complying with best practice frameworks (such as ITIL & COBIT) for request, incident, change, problem, asset, inventory and release management
• Focussing on observability of cloud hosted and on premise applications to enable monitoring, alerting and traces using enterprise endorsed tools
• Collaborate with the cloud infrastructure team to ensure the smooth operation of the cloud platform supporting the applications
• Work closely with the networking and security teams to ensure the security and compliance of the applications
• Collaborate with the Level 3 engineering team/ Vendor teams to address complex technical issues and implement solutions
• Applying systems Architecture concepts to system integrations
• Participate in regular business systems audits and compliance. Comply with all policies and procedures dealing with Business Systems and enhancements
• Mentoring junior team members and share best practices. Communicates with business stakeholders, development teams and external vendors.

What You've Done:

• 10+ years of support experience with Degree in Computer Science / IT with experience in mission critical applications support/maintenance and cloud based applications
• Experience working with cloud infrastructure platforms primarily AWS
• Strong knowledge of Linux operating systems and shell scripting
• Proficiency in SQL and experience with relational databases (e.g., MySQL, PostgreSQL).
• Exposure to Agile practices/tools like daily scrums, JIRA/Confluence and Workflows
• Hands on experience in containerisation, Kubernetes and CI/CD deployment tools like GITLAB
• Good knowledge of IT Service Management platforms, such as ServiceNOW
• Experience in building operational management platform in a Cloud environment particularly integration capabilities between multiple platforms
• Hands on experience with AWS- Cloudwatch, Monitoring Tools, CI/CD Pipelines
• Experience in Non-Functional testing and BCP/Disaster recovery planning

And If You've Got Some Of This, Even Better:

• Familiar with financial services/capital markets understanding of Clearing & settlement, Equities market
• Exposure to FIX/ ISO standards, practices and procedures of the financial industry
• Exposure to Kafka, any Query Language for API, scheduling tools
• Technical experience in distributed transactions, high availability, performance-critical systems.
• Expertise and understanding of TCP/IP networks to diagnose connectivity issues.
• Certifications in Cloud Technology and Kubernetes.
• Understanding of risk management / COBIT
• Experience working in a highly regulated environment

What You Need To Enjoy And Be Good At For This Role:

• Methodical troubleshooting and problem solving skills such as root-cause analysis, post-issue follow-up, documentation and knowledge transfer
• Systematic approach to work tasks to create reliable, reproducible, quality-driven results
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Active participation in a team focussed on providing excellent customer service
• Strong communication and collaboration skills, with the ability to work effectively in a team environment
• Ability to think proactively, logically and analytically under pressure
• 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 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.