Production support Engineer - Merchant Services

Worker Type:

You will join a Business-as-Usual (BAU) Production Support team responsible for keepingcritical banking applications and platforms stable, available, and performing as expected. This role plays a key part in protecting customersand the businesswhen thingsdon’tgo to plan.

The roleoperatesin a24×7 production environment, with participation in aplanned, rotating on-call roster.You’llwork with established monitoring, runbooks, and escalation paths to restore service quickly andminimisecustomer 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 orparticipatein incidentresponsewith clear roles, escalation support, and documented runbooks.

• Providetimelyupdates with support from incident managers and platform SMEs whererequired.

• Monitoring &OperatioalControl

• 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 toRoot Cause Analysis (RCA)for major/repeat incidents.

• Track permanent fixes andvalidateeffectiveness.

• C hange& Release Support

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

• Follow Change Management processes andmaintainrelease documentation.

• Disaster Recovery & Resilience

• Participate in DR tests andmaintainrecoveryplaybooks.

• 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 communicationand documentation skills

• You arenot 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

BehavioralCompetencies

• 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 istypicallyplanned in advance(deployments, patching, DR tests). Emergency callouts are treated as exceptions and are reviewed toreduce 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.