Production Support Engineer (Siebel)

Purpose:

• The role of Principal Engineer will provide critical thinking and a high degree of technical innovation and attention to detail while being recognised as a trusted advisor to the team and stakeholders. The characteristics will include being versatile, displaying leadership qualities and enthusiasm to take on new problems and assist NAB in moving technology forward to benefit our customers.

• This is a production support role which requires on call duties 24x7, weekly rotated roster to restore service and applications hosted on IOD and AWS infrastructure. The role is also responsible for deployment and patching, security-updates as well as Disaster Recovery exercises that are performed out of business hours, typically on the weekends

• As well as the technical skills, we are looking for someone who is a proactive problem solver, able to work under pressure, collaborative, thrives in a team environment to achieve the right outcome for our stakeholders.

Essential capabilities

• Technology Service Management using ITIL framework and practices for Incident, Change, Problem and Configuration Management • Proficient in troubleshooting, diagnosing and resolving problems

• Experience in:

–Application: Siebel-6 or higher with application and maintenance support (Preferred)

–O/S: Windows, Unix/Linux

–Cloud: AWS Infra & Support in EC2, VPC, Backups

–Database: Oracle 11g or higher, SQL, PL/SQL Developer, TOAD

–Monitoring: Splunk, OpenSearch, Cloudwatch , AppDynamics

–Scripting: PERL, Shell

–Software: Rally, GitHub, ServiceNOW, Confluence, Sharepoint , MS Excel

–Tools: IBMMQ/Middleware tools, Control-M/Batch management

• Effective documentation and communication skills

• Focus on quality and attention to detail

• Strong analytical and technical mindset to applying software solutions

• Proven ability to use relevant data analytics approaches and tools to problem-solve and trouble shoot.

• Customer focused with ability to recognise stakeholder needs

Experience:

It is expected that the role holder will most likely have the following qualifications and experience.

• 8-10+ years Technology experience in Software, Support/Delivery (Preferred)

• 8+ years in Support role using ITIL Framework (Incident, Change, DR, Problem and Configuration Management)

• 8+ years in Oracle DB proficiency on SQL queries

• 2+ years in Cloud Azure &/or AWS technology

• Experience in Agile practices for an effective team, including workflow tools such as Rally / JIRA

• It will be highly regarded if you have experience with:

–Siebel-6 and above

–Risk Management

–Compliance

–Security

–Vulnerabilities Management

–Network and Infrastructure

–Certificate Management

Key Accountabilities-

• Resolve incidents raised by users or caused by system failure in a timely manner and according to Service Level Agreement

• Support critical Cat-A application along with its infrastructure and user base

• Oversee &/ manage critical tech-bridges whenever a critical incident occurs

• Oversee & manage critical Incident & Problem tickets and resolutions

• Remediation of Risk items

• Collaborate with other team, support peers and colleagues through open and honest communication with respect for others

• Prepare technical documents and/or knowledge articles to support users and stakeholders

• Understand processes and risk factors associated with Change and Incident

• Deploy code into production and provide support to other technical teams

• Comply with regulatory requirements, bank standards and internal operating policies and procedures