Production support Engineer - Merchant Services

Worker Type: Maximum Term/Fixed Term (Fixed Term) 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.   C hange   & 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 tech s .   S ecurity   & 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   After hours work is   typically   planned in advance   (deployments, patching, DR tests). Emergency call outs 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 Production support Engineer - Merchant Services 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.