Senior Analyst, Production Support - BEB

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About the Role

We are hiring a Production Support Engineer to keep critical transaction banking applications stable and available.

You will own day-to-day production health: monitoring, incident response, change support, and continuous improvement of operational signals and runbooks. Success means fewer surprises in production, faster recovery when issues occur, and clear coordination with delivery teams and business stakeholders.

Key Responsibilities

Incident & Production Support

• Respond to stakeholder queries on transactions, incidents, customer impact, and application behaviour
• Investigate production issues using logs, metrics, and transaction tracing
• Lead or support incident response through triage, escalation, and root cause analysis (RCA)
• Participate in a rotating 24×7 support roster and planned overnight change windows when required

Monitoring & Observability

• Build, maintain, and improve dashboards, alerts, and queries in logging and monitoring platforms
• Proactively monitor platform health, incidents, and service availability
• Strengthen runbooks and operational signals to reduce mean time to detect and resolve (MTTD / MTTR)

Stakeholder & Change Management

• Collaborate with stakeholders and delivery teams to raise and manage change records
• Coordinate and support implementation of production changes and deployments
• Create and maintain implementation run sheets and operational documentation

Deployment & Environment Support

• Support planned changes with a focus on minimal downtime and operational impact
• Support release validation and post-deployment monitoring

Certificate & Access Management

• Coordinate certificate renewals with vendors and internal certificate management teams
• Process and action identity/access requests (e.g. myID) and related operational tasks

Required Skills & Experience

Technical

• Proven experience in Production Support, Application Support, or Technical Operations
• Ability to read and troubleshoot applications across Java backends and React frontends
• Hands-on experience with log analysis, dashboarding, and alerting (e.g. ELK/OpenSearch, Splunk, CloudWatch, or equivalent)
• Familiarity with transaction monitoring and distributed tracing concepts
• Experience with incident and change management processes (e.g. ServiceNow or equivalent ITSM tooling)
• Ability to troubleshoot issues in high-availability production environments
• Scripting experience for operational tasks (e.g. Bash, Python, or similar)

Ways of Working

• Experience coordinating with vendors and multiple business stakeholders
• Strong written and verbal communication; able to explain technical issues to non-technical audiences
• Willingness to work flexible hours for on-call roster duties and planned overnight support when required

Nice to Have

• Familiarity with cloud platforms and containerised workloads (e.g. AWS, Kubernetes)
• Experience supporting payment or transaction banking systems
• Experience contributing to post-incident reviews and continuous operational improvement

THE BENEFITS AND PERKS

1. Generous compensation and benefit package

• Attractive salary and benefits 

• 20-day annual leave and 7-day sick leave, etc. 

• 13th month salary and Annual Performance Bonus 

• Premium healthcare for yourself and family members 

• Monthly allowance for team activities 

• Premium welcome kit and frequent appreciation gifts  

• Extra benefits for long-term employees

2. Exciting career and development opportunities 

• Large scale products with modern technologies in banking domain 

• Clear roadmap for career advancement in both technical and leadership pathways 

• Well-structured learning and development programs (technical and soft skills)  

• Sponsored certificates in both IT and banking/finance 

• Premium accounts on Udemy/A Cloud Guru/Coursera/LinkedIn, etc. 

• English learning with native teachers 

• Opportunity for traveling & training in Australia

3. Professional and engaging working environment

• Hybrid working model and excellent work-life balance   

• Well-equipped & modern Agile office with fully stocked pantry  

• Special programs to improve your physical and mental health  

• Annual company trip and events   

• A solid talented team behind you – great people who love what they do 

A DIVERSE AND INCLUSIVE WORKPLACE WORKS BETTER FOR EVERYONE

We know that our people make us who we are. That's why we have built a culture of respect – where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions have the opportunity to thrive, connect and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.
 

CLOUD-FIRST

NAB is undergoing an exciting "Cloud First" technology transformation by taking advantage of the latest tools and techniques used by leading technology and digital companies globally. But it’s not just about the Tech, we are also investing heavily in our people, so if you have an appetite to learn, grow and elevate others around you, this is the place for you!

If this excites you, let's have a chat over a cup of coffee!

It's more than just a career at NAB!

We believe in people with people and dreams, and we want you to achieve your aspirations. More than just a career, NAB Vietnam offers you a flexibility to balance your work - life, the opportunity to grow as professionals, people and a complete set of well-being offerings. If you have an appetite to learn, grow and elevate others around you, this is the place for you.

IT'S MORE THAN MONEY

We naturally also provide a very competitive remuneration package but a career with us is about a lot more than money. We believe in people with ideas and dreams, and we want you to achieve your aspirations. We will work together to deliver exceptional products and outcomes that push the limits of our own aspirations. Our passion for creating value and exceeding our customers' expectations means we are constantly striving to redefine our standards of excellence. You will have our backing to develop and our encouragement to explore, realize and reach your full potential.