{"id":1123305,"url":"https://alion.io/job/nab-production-support-engineer-merchant-services","title":"Production support Engineer - Merchant Services","company":{"id":1776344,"name":"NAB","domain":"nab.com.au","url":"https://alion.io/company/nab-com-au","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":93,"open_postings":16,"ghost_share":0,"stale_share":0.063,"repost_share":0,"time_to_fill_p50_days":61,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon EC2","optional":false},{"name":"AppDynamics","optional":false},{"name":"AWS","optional":false},{"name":"CI/CD","optional":false},{"name":"Confluence","optional":false},{"name":"GitHub","optional":false},{"name":"IBM MQ","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"OpenSearch","optional":false},{"name":"Oracle","optional":false},{"name":"Perl","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false},{"name":"Agile","optional":true},{"name":"COBOL","optional":true}],"status":"live","first_seen_at":"2026-02-27T00:00:00Z","employer_posted_date":"2026-07-20","last_verified_at":"2026-10-13T22:57:22Z","board_verified":true,"closed_at":null,"days_open":228,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":228},"description":"Worker Type:\nMaximum Term/Fixed Term (Fixed Term)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.\nThe 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.\nKey Responsibilities\nIncident Management (Top Priority)\n\nProvide 24×7 on-call support on rotation.\n\nTriage, troubleshoot, and restore services using logs, metrics, and dashboards.\n\nLead orparticipatein incidentresponsewith clear roles, escalation support, and documented runbooks.\n\nProvidetimelyupdates with support from incident managers and platform SMEs whererequired.\n\nMonitoring &OperatioalControl\n\nMonitor application/platform health using Splunk, OpenSearch, CloudWatch, AppDynamics.\n\nDetect and respond to service degradation.\n\nMaintain alerts, runbooks, and monitoring coverage to lower MTTR.\n\nProblem Management & RCA\n\nContribute toRoot Cause Analysis (RCA)for major/repeat incidents.\n\nTrack permanent fixes andvalidateeffectiveness.\n\nC hange& Release Support\n\nSupport deployments, patching, and security updates (often after hours).\n\nFollow Change Management processes andmaintainrelease documentation.\n\nDisaster Recovery & Resilience\n\nParticipate in DR tests andmaintainrecoveryplaybooks.\n\nPlatform & Application Support\n\nSupport applications across on-prem and AWS environments.\n\nWork with Windows/Linux/Unix, Oracle, MQ, Control-M, and related techs.\n\nSecurity& Compliance\n\nSupport vulnerability remediation, cert renewals, and security patching.\n\nEnsure compliance with operational and regulatory standards.\n\nDocumentation & Continuous Improvement\n\nMaintain runbooks/SOPs.\n\nAutomate repetitive tasks using Shell or Perl scripting.\n\nRequired Skills\n24×7 production support experience\n\nITIL knowledge\n\nProficient in troubleshooting with observability tools\n\nHybrid/cloud (AWS) experience\n\nStrong communicationand documentation skills\n\nYou 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\n\nTools & Technologies\nITSM: ServiceNow, Confluence/SharePoint, Jira/Rally\n\nMonitoring: Splunk, OpenSearch, CloudWatch, AppDynamics\n\nCloud: AWS (EC2, VPC, backups)\n\nOS: Windows, Linux/Unix\n\nScripting: Shell, Perl\n\nDatabases: Oracle, SQL/PLSQL\n\nMiddleware/Batch: IBM MQ, Control-M\n\nVersion Control: GitHub, CI/CD pipelines\n\nNice-to-Have\nOracle, middleware, batch processing experience\n\nExposure to security/vulnerability management\n\nExperience with enterprise/CRM applications\n\nAgile environment experience\n\nBehavioralCompetencies\nCalm and structured under pressure\n\nCustomer-focused with strong risk awareness\n\nProactive, analytical, continuous-improvement mindset\n\nRoster Requirements\nParticipation in 24×7 on-call rotation\n\nAfterhours work istypicallyplanned in advance(deployments, patching, DR tests). Emergency callouts are treated as exceptions and are reviewed toreduce recurrence.\n\nSuccess Measures\nLower MTTR\n\nHigh-quality incident/RCA outcomes\n\nStrong operational readiness (runbooks, monitoring, stable changes)\n\nSuccess is measured not only by outcomes, but also by how well improvements reduce future incidents and operational load.\n\nIt’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.\nYour 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.\nIt’s a good time to see what more you can find at NAB as a\nProduction support Engineer - Merchant ServicesA diverse and inclusive workplace works better for everyone.\nAt 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.\nPlease note unsolicited CVs from agencies will not be accepted.","description_format":"text","description_chars":4571,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Payment Processing & Gateways","Commercial & Retail Banks","Wealth Management & Financial Advisors"],"lifecycle":[{"event":"open","at":"2026-09-22T19:54:39Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.274,"p_room":0.28,"age_days":228,"expected_fill_days":61,"reasons":["conf:1","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nab-production-support-engineer-merchant-services","json_url":"https://alion.io/job/nab-production-support-engineer-merchant-services.json","meta":{"generated_at":"2026-10-13T23:52:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36408,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1776344},"rest":"https://alion.io/mcp/rest/get_company?id=1776344"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnab-production-support-engineer-merchant-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnab-production-support-engineer-merchant-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnab-production-support-engineer-merchant-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nab-production-support-engineer-merchant-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnab-production-support-engineer-merchant-services"}]}