[HN] Senior/Middle Production Support Engineer

Top 3 reasons to join us

• Very competitive remuneration package
• Build products for millions of users in Australia
• Hybrid and flexible working environment

Job description

About the Role

We are hiring a Production Support Engineer to keep critical transaction banking applications stable and available.

You will own day-to-day production health: monitoring, incident response, change support, and continuous improvement of operational signals and runbooks. Success means fewer surprises in production, faster recovery when issues occur, and clear coordination with delivery teams and business stakeholders.

Key Responsibilities

Incident & Production Support

• Respond to stakeholder queries on transactions, incidents, customer impact, and application behaviour
• Investigate production issues using logs, metrics, and transaction tracing
• Lead or support incident response through triage, escalation, and root cause analysis (RCA)
• Participate in a rotating 24×7 support roster and planned overnight change windows when required

Monitoring & Observability

• Build, maintain, and improve dashboards, alerts, and queries in logging and monitoring platforms
• Proactively monitor platform health, incidents, and service availability
• Strengthen runbooks and operational signals to reduce mean time to detect and resolve (MTTD / MTTR)

Stakeholder & Change Management

• Collaborate with stakeholders and delivery teams to raise and manage change records
• Coordinate and support implementation of production changes and deployments
• Create and maintain implementation run sheets and operational documentation

Deployment & Environment Support

• Support planned changes with a focus on minimal downtime and operational impact
• Support release validation and post-deployment monitoring

Certificate & Access Management

• Coordinate certificate renewals with vendors and internal certificate management teams
• Process and action identity/access requests (e.g. myID) and related operational tasks

Your skills and experience

Technical

• Proven experience in Production Support, Application Support, or Technical Operations
• Ability to read and troubleshoot applications across Java backends and React frontends
• Hands-on experience with log analysis, dashboarding, and alerting (e.g. ELK/OpenSearch, Splunk, CloudWatch, or equivalent)
• Familiarity with transaction monitoring and distributed tracing concepts
• Experience with incident and change management processes (e.g. ServiceNow or equivalent ITSM tooling)
• Ability to troubleshoot issues in high-availability production environments
• Scripting experience for operational tasks (e.g. Bash, Python, or similar)

Ways of Working

• Experience coordinating with vendors and multiple business stakeholders
• Strong written and verbal communication; able to explain technical issues to non-technical audiences
• Willingness to work flexible hours for on-call roster duties and planned overnight support when required

Nice to Have

• Familiarity with cloud platforms and containerised workloads (e.g. AWS, Kubernetes)
• Experience supporting payment or transaction banking systems
• Experience contributing to post-incident reviews and continuous operational improvement

Why you'll love working here

THE BENEFITS AND PERKS

1. Generous compensation and benefit package

• Attractive salary and benefits
• 20-day annual leave and 7-day sick leave, etc.
• 13th month salary and Annual Performance Bonus
• Premium healthcare for yourself and family members
• Monthly allowance for team activities
• Premium welcome kit and frequent appreciation gifts 
• Extra benefits for long-term employees

2. Exciting career and development opportunities 

• Large scale products with modern technologies in banking domain
• Clear roadmap for career advancement in both technical and leadership pathways
• Well-structured  learning and development programs (technical and soft skills) 
• Sponsored certificates in both IT and banking/finance
• Premium account on Udemy 
• English learning with native teachers
• Opportunity for traveling & training in Australia

3. Professional and engaging working environment

• Hybrid working model and good work-life balance 
• Well-equipped & modern Agile office with fully stocked pantry
• Special programs to improve your physical and mental health
• Annual company trip and events 
• A solid talented team behind you – great people who love what they do

If this excites you, let's have a chat over a cup of coffee!