ASX: Powering Australia's financial markets Why join the ASX? When you join ASX, you’re joining a company with a strong purpose – to power a stronger economic future by enabling a fair and dynamic marketplace for all. In your new role, you’ll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub. Want to know why we are a great place to work, click on the link to learn more. www.asx.com.au/about/careers/a-great-place-to-work We are more than a securities exchange! The ASX team brings together talented people from a diverse range of disciplines. We run critical market infrastructure, with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations, program delivery, financial products, investor engagement, risk and compliance. We’re proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ inclusion, promote gender equality, accessibility and wellbeing, inspire giving and volunteering, and celebrate cultural and religious events, creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality, we’re committed to a fair and inclusive workplace where everyone can thrive. About The Role: As a Senior Technical Support Lead with expertise in AWS, you will be leading the application support team ensuring effective operation, maintenance and support of a critical market service (CHESS) ensuring that we achieve our license obligations and service level targets. Your role involves leading Level-2 technical support, coordinating support activities, documentation, building the capability of the team and testing and supporting the CHESS upgrade project. The role includes managing incidents, service request, problem & change management, working closely with other IT and business teams to resolve issues, implement process improvements, reporting and maintaining a high level of customer satisfaction. The role may also include providing 24x7 on-call support, shift work and weekend/after-hour installations and upgrades. What you’ll do: Lead and mentor a team of application support analysts providing technical assistance, guidance and support in their daily tasks ensuring team adheres to established processes to ensure we comply with our license obligations and service levels. Provision of 2nd level support for CHESS to internal and external customers for Production and Business Continuity environments, higher testing environments (System Integration Testing and End to End) and supporting the Non-Functional Testing & Industry wide testing activities. Contribute to the effective management of all aspects of IT systems including planning, implementing, operation, and maintenance of a critical service. Documentation of the CHESS technology solution “run” processes in alignment with industry best practise and ITIL/COBIT frameworks, right sized to meet Business Service Level Objectives (SLOs) and CHESS technology key risk indicators (KRIs) aligned to enterprise frameworks, policies & standards Overseeing logging, tracking and resolution of application-related incidents and service requests, perform root cause analysis, coordinate with other IT teams to manage & resolve issues and implement permanent resolution. Monitor application performance and availability, plan/execute maintenance activities like patches, upgrades, configuration change, maintain support documentation like FAQ’s, Knowledge Base articles, troubleshooting procedures Provide dashboards and updates to General Manager, S&P Technology for input to C-level steering group, board, vendors, regulators and other internal stakeholders. Collaborate effectively with multiple stakeholders in technology/Business and take lead/participate in different initiatives at team, project and organisation level. Work closely with the networking and security teams to ensure the security and compliance of the applications and ensure all support activities comply with policies, standards and regulatory requirement AWS Management – Utilize AWS services (EC2, S3, RDS, Lambda etc) to manage application. Monitor and optimize cloud resources to ensure cost-effectiveness and scalability. Implement best security practices to protect data and applications in the cloud. Provide ‘technology’ expertise to the domain which includes provision of leadership and guidance in ways of working and team structures that promote continuous improvement, knowledge sharing, teamwork, collaboration and a positive employee experience In collaboration with peers, contribute to and champion continuous improvement in Project and Program Management competencies and practices that bring better practice to bear and remains abreast of innovation. Ensure alignment with governance and control structures to ensure outcomes meet expectations, through execution of solid planning, budget and risk management practises Interface with the Project Owner, IT Service Delivery Managers, technical leads, vendors, delivery managers, Scrum masters, and other internal stakeholders as required What You'll Need: 10 years of application support experience with Degree in Computer science /IT with experience in mission critical applications support and cloud-based applications. Leadership experience in Technology, IT Operations and maintenance, IT Service Management and technical transformations Foster a culture of collaboration, accountability, and teamwork Demonstrable experience in the delivery and maintenance of a critical service, ITIL, COBIT and SDLC frameworks Proficiency in AWS services and Linux administration Strong knowledge of ITIL and COBIT frameworks including IT Service Management platforms, such as ServiceNow and tools like JIRA, confluence Exposure to Agile practices/tools like daily scrums, JIRA/Confluence and Workflows Working knowledge in containerisation, Kubernetes and CI/CD deployment tools like GITLAB Experience in Non-Functional testing and BCP/Disaster recovery planning Hands on experience with AWS- Cloudwatch, Monitoring Tools, CI/CD Pipelines Understanding of risk management best practices Working with vendors, consultants both on and offshore And if you’ve got some of this, even better: Equity market experience like understanding of trade lifecycle, Clearing & settlement. Exposure to FIX/ ISO standards, practices and procedures of the financial industry. Exposure to Kafka, any Query Language for API, scheduling tools. Technical experience in distributed transactions, high availability, performance-critical systems. Expertise and understanding of TCP/IP networks to diagnose connectivity issues. Certifications in Cloud Technology and Kubernetes. What you need to enjoy and be good at for this role: Methodical troubleshooting and problem solving skills such as root-cause analysis, post-issue follow-up, documentation and knowledge transfer Systematic approach to work tasks to create reliable, reproducible, quality-driven results Ability to prioritise and manage multiple tasks in a fast-paced environment Active participation in a team focussed on providing excellent customer service Strong communication and collaboration skills, with the ability to work effectively in a team environment Ability to think proactively, logically and analytically under pressure Adapt to changing system and environment requirements We make hiring decisions based on your skills, capabilities and experience, and how you’ll help us to live our values. We encourage you to apply even if you don’t meet all the criteria of this role. If you need any adjustments during the application or interview process to help you present your best self, please let us know. At ASX Group, our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time, we encourage you to apply if you are interested in part-time or other flexible working arrangements. We will arrange for successful candidates to have background checks, including reference and police checks completed as part of the on-boarding process.
