Vanguard Hiring for Production Support Analyst Job at Melbourne Full Time

About Vanguard

Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years. Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified and robust through time.

With more than AUD $11 trillion in assets under management Vanguard is one of the world’s largest global investment management companies. In Australia we partner with institutional clients, financial advisers and individual investors to offer low-cost investment solutions. Our comprehensive range of managed funds, exchange traded funds (ETFs) and tailored investment solutions are built to support long-term investment success for our clients.

Our Team & Opportunity

Our IT operations team is responsible for running, restoring, and reducing production incidents. The role and team are part of global follow the sun support model and a 24 x 7 support coverage provided to Tier 1 applications. The team directly support the global investments and finance systems and the role is focused on providing professional incident management services to middle and back office business operations.

This role is responsible for being part of a 24 x 7 dedicated production support for global investments and financial applications, databases, infrastructure, and endpoints to ensure a stable operating environment for our clients

What you will do

• Resolving and preventing incidents from reoccurring by identifying the root cause and implementing and follow up on due actions by diagnosing and troubleshooting availability interruptions and other production issues.
• Partner with the right supporting teams, communicates with teams to keep them apprised of status and issues. Contacts vendors to resolve technical issues
• Identifies opportunities to improve system and applications performance (e.g., automating manual system tasks) and be able to document incident readouts to senior management
• Plans and coordinates enterprise-wide infrastructure and reliability projects with other IT and client teams.
• Maintains, monitors, and tunes Production system and applications performance.
• Adds, updates, and closes IT Problem Management database records. Researches complex issues, and reviews related technology records to mitigate impact on assigned system.
• Develop knowledge and expertise across incidents related to different types of issues i.e. Application, Data, Infrastructure (server, common storage, network, MQ, etc.), Batch, Transmission, Business process, Business training
• Suggest and implement process improvements (examples could be tools to improve daily activity, scripts, processes/procedures, etc.). Perform extended SI support for coding improvements, doclib updates, JCL and Scheduling updates.
• Support Change Management by being a project liaison, creating Change Records to satisfy SI requests (e.g. post-certification, stop/start procedures, maintenance, special requests, etc.), approving Operational Acceptance Checklist, providing elevation support. Support Service Level Management.
• Thoroughly understands and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.

What are we looking for?

• Demonstrated related experience and a background in Information Technology within an operational space or similar lights on function.
• Hands on experience with the following:
• Control-M and other scheduling tools
• Windows Infrastructure
• SQL/Oracle DBs
• Linux/Unix Systems
• Splunk and other enterprise monitoring and alerting tools
• Brings exceptional written and oral communication skills, demonstrated analysis, problem-solving, time management skills with a strong attention to detail mindset
• An understanding of containerization frameworks (Pivotal Cloud Foundry, ECS/Fargate, Heroku, Kubernetes, Docker)
• Has Working knowledge of Concourse, Jenkins, and/or Bamboo CI/CD pipelines
• Understanding of monitoring/telemetry solutions (Splunk, ELK, AppDynamics, etc…) data ingestion and analysis
• Experience with dealing with production issues
• Understanding and application of at least one scripting language (Shell, PHP, Python, etc) in pursuit of automation
• A flexible schedule – some activities you’ll be performing may require off-hours or weekend support

Specialisations that will make an impact:

• Experience working in a financial service or an enterprise environment
• Been a part of or led agile development teams
• Development background preferred

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.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.