YOUR JOB RESPONSIBILITIES 

• Traction of issues through Internal System. 

• Escalation of issues to the IT team for timely solution. 

• Management of caseload. 

• Frequent updates on pending issues/cases. 

• Traction of aging case. 

• Daily/weekly reports to line manager. 

• Provision of documentation, IT assets management. 

• Working closely with Business /Product /Tech to resolve issues from end-user. 

• Working with NABVN Operation team management, decision-makers, and stakeholders to define business requirements and goals in IT service and to identify and resolve business issues and concerns for development & improvement. 

• Proposing the solution innovatively with the design, specifications, diagrams, and charts to provide further improvement and optimization direction. 

• Liaison with other departments to provide updates on current mutual topics/issues, participate in problem-solving and development of mutual solutions and improvements. 

YOUR SKILLS & EXPERIENCE 

• Bachelor’s degree in computer, telecommunications, or related field preferred, ITIL certificate as a plus. 

• 2+ years of experience in IT Operations/Service Desk/ IT Support/Window/MacOS 

• Strong written and oral communication in English. 

• Managed a diverse and complex scope of support issues directly related to the use, support, implementation, and delivery of IT services. 

• Excellent analytical and problem-solving skills. Have a professional attitude and deal with customers from all levels of the organization and work well in a team environment. 

• Identifying potential issues and escalating to relevant tech teams to prevent them. 

• Ability to communicate incident status accurately and concisely. 

• Effectively interacting with various teams to provide solutions to complex technical issues. 

• Ability to work under pressure and keep calm in crises. 

• Ability to work independently with minimal supervision. 

• Ability to explain technical concepts to non-technical users. 

• Sharing best practices with other team members to enhance the quality and efficiency of support services. 

• Ability to work with distributed teams across different time zones. 

• Excellent organizational skills and documentation skills. 

• Ability to understand customers and their requirements. 

• Taking ownership of problems or issues within his/her control. 

• Executing goals and objectives; makes and keeps commitments. 

• Ability to work with the ticket system, incident tracking system, change management system, risk management system. 

THE BENEFITS AND PERKS 

We appreciate and reward our colleagues who do great work every day – from excelling for our customers, to taking ownership of an issue to get it resolved. Here’s how we support our people with a range of exclusive benefits. 

1. Generous compensation and benefit package  

• Attractive salary  

• 20-day paid annual leave and 7-day paid sick leave 

• 13th month salary and Annual Performance Bonus 

• Premium healthcare for yourself and family members 

• Monthly allowance for team activities 

• Premium welcome kit and occasional gifts of appreciation 

• Extra benefits on your work anniversary 

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 

• Access to digital learning platform such as Udemy 

• Consistent and high-quality leadership training through the Distinctive Leadership program (DLP) 

• Specialist capabilities and accreditations in key skill areas such as Cloud Engineering, Digital, Data, Security and SREs (Site reliability engineers) 

• Sponsored English course with native teachers 

• Opportunity for training in Australia 

3. Professional and engaging working environment   

• Hybrid working model and excellent work-life balance 

• State-of-the-art & modern Agile office 

• Food and beverages in the office pantry 

• Employee Assistance Program to improve your physical and mental health 

• Annual team activities and company events 

• A solid and 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!