Production support Engineer - Merchant Services

National Australia Bank

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You will join a Business‑as‑Usual (BAU) Production Support team responsible for keeping critical banking applications and platforms stable, available, and performing as expected. This role plays a key part in protecting customers and the business when things don’t go to plan. 

The role operates in a 24×7 production environment, with participation in a planned, rotating on‑call roster. You’ll work with established monitoring, runbooks, and escalation paths to restore service quickly and minimise customer and business impact. 

Key Responsibilities 

• Incident Management (Top Priority) 

• Provide 24×7 on‑call support on rotation. 

• Triage, troubleshoot, and restore services using logs, metrics, and dashboards. 

• Lead or participate in incident response with clear roles, escalation support, and documented runbooks. 

• Provide timely updates with support from incident managers and platform SMEs where required. 

• Monitoring & Operatioal Control 

• Monitor application/platform health using Splunk, OpenSearch, CloudWatch, AppDynamics. 

• Detect and respond to service degradation. 

• Maintain alerts, runbooks, and monitoring coverage to lower MTTR. 

• Problem Management & RCA 

• Contribute to Root Cause Analysis (RCA) for major/repeat incidents. 

• Track permanent fixes and validate effectiveness. 

• Change & Release Support 

• Support deployments, patching, and security updates (often after hours). 

• Follow Change Management processes and maintain release documentation. 

• Disaster Recovery & Resilience 

• Participate in DR tests and maintain recovery playbooks. 

• Platform & Application Support 

• Support applications across on‑prem and AWS environments. 

• Work with Windows/Linux/Unix, Oracle, MQ, Control‑M, and related techs. 

• Security & Compliance 

• Support vulnerability remediation, cert renewals, and security patching. 

• Ensure compliance with operational and regulatory standards. 

• Documentation & Continuous Improvement 

• Maintain runbooks/SOPs. 

• Automate repetitive tasks using Shell or Perl scripting. 

Required Skills 

• 24×7 production support experience 

• ITIL knowledge 

• Proficient in troubleshooting with observability tools 

• Hybrid/cloud (AWS) experience 

• Strong communication and documentation skills 

• You are not expected to be an expert in every technology on day one. Success comes from strong troubleshooting fundamentals, curiosity, and knowing how to engage the right experts quickly 

Tools & Technologies 

• ITSM: ServiceNow, Confluence/SharePoint, Jira/Rally 

• Monitoring: Splunk, OpenSearch, CloudWatch, AppDynamics 

• Cloud: AWS (EC2, VPC, backups) 

• OS: Windows, Linux/Unix 

• Scripting: Shell, Perl 

• Databases: Oracle, SQL/PLSQL 

• Middleware/Batch: IBM MQ, Control‑M 

• Version Control: GitHub, CI/CD pipelines 

Nice‑to‑Have 

• Oracle, middleware, batch processing experience 

• Exposure to security/vulnerability management 

• Experience with enterprise/CRM applications 

• Agile environment experience 

Behavioral Competencies 

• Calm and structured under pressure 

• Customer‑focused with strong risk awareness 

• Proactive, analytical, continuous‑improvement mindset 

Roster Requirements 

• Participation in 24×7 on‑call rotation 

• Afterhours work is typically planned in advance (deployments, patching, DR tests). Emergency callouts are treated as exceptions and are reviewed to reduce recurrence. 

Success Measures 

• Lower MTTR 

• High‑quality incident/RCA outcomes 

• Strong operational readiness (runbooks, monitoring, stable changes) 

• Success is measured not only by outcomes, but also by how well improvements reduce future incidents and operational load. 

It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.
Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career. 

It’s a good time to see what more you can find at NAB as a

A diverse and inclusive workplace works better for everyone.
At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

Please note unsolicited CVs from agencies will not be accepted.

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