Production Support Analyst in Melbourne, Australia

About Vanguard

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners. 

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

Our Team & Opportunity

Our team forms part of the International System and Technology Group, we are the IST Run team and have a team presence in the UK, US and Australia, providing 24 x 7 support to our applications and global websites.

Our support focuses heavily on reliability and availability, we are constantly looking at opportunities to develop and improve in this area and place a key focus on our monitoring practices. In Australia we support the Australia Personal Investor platform/website and will support the upcoming Australia Super proposition.

What you will do

• Priority focus on Incident Management, addressing and responding to incoming incidents in a timely and efficient manner.

• Proficient in addressing and responding to incidents, ensuring impact and severity is understood and escalated accordingly.

• Ensures that business users are kept informed of progress with outstanding incidents or ongoing problems.

• Monitors production system for alerts and outages, taking appropriate actions as required.

• Pro-actively looks for ways to improve our alerting and monitoring, supporting our ability to improve Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) metrics.

• Demonstrates working knowledge of Production Systems through execution of technical procedures and resolution of production issues.

• Demonstrates understanding and knowledge of client needs, concerns and challenges, always looking to improve as we progress.

• Participates in matrixed project teams or initiatives that may require strong interface with cross functional team members, including CloudOps, development teams, IT Security, Project Managers, Tier I, Elevations, application and clients.

• Liaises with application vendors as needed to resolve issues and ensures SLAs are adhered to in in the process.

• Maintains the policies and procedures as needed.

  What are we looking for?

• Relevant work experience in IT in an enterprise organisation

• Understanding of cloud technologies and similar working experience preferred

• Strong demonstrated analysis and problem-solving skills

• Intermediate SQL skills

• Experience in application support of Java and/or Node based applications.

• Excellent interpersonal skills, written and oral communication skills

• Excellent project and time management skills

  Specializations that will make an impact

• Experience working in a financial service or an enterprise environment

• Experience of monitoring systems would benefit, Splunk, App Dynamics etc

• Website and mobile app support experience preferred but not essential

• Good understanding of AWS preferred

• ITIL certification preferred but not essential

  Inclusion Statement

  Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

  We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

  When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

  Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.