Leading the operational support, stability, resilience, and continuous improvement of ASX's SWIFT messaging and payments ecosystem is the main purpose of this role. The Application Support Lead provides technical leadership across SWIFT and financial messaging services, ensuring production services meet all necessary obligations. The role acts as a senior technical escalation point for various messaging and payment-processing issues and works closely with multiple teams and stakeholders.
Responsibilities
Provide technical leadership and subject matter expertise across SWIFT Alliance Access (SAA), SWIFT Alliance Gateway (SAG), SWIFTNet services, financial messaging, and supporting technologies
Act as the senior escalation point for complex SWIFT incidents, message-processing failures, connectivity outages, security events, and technical risk assessments
Lead end-to-end troubleshooting across applications, SAA/SAG, HSM and PKI services, databases, middleware, networks, operating systems, AWS services, and external interfaces
Drive root cause analysis and ensure permanent corrective actions are identified, prioritised, and implemented
Coach Application Support Analysts to build SWIFT, AWS, service management, and operational support capability
Establish and maintain support standards, operational procedures, knowledge articles, recovery instructions, and support runbooks for SWIFT services
Lead support activities for SAA, SAG, SWIFTNet connectivity, HSM infrastructure, certificate services, messaging interfaces, and associated financial market systems
Ensure availability, performance, resilience, recoverability, security, and operational readiness across production, disaster recovery, and non-production environments
Monitor SWIFT message flows, queues, delivery status, system health, capacity, certificate expiry, connectivity, and operational risk indicators
Drive proactive service improvements through automation, AWS and application observability, monitoring enhancements, alert tuning, and process optimisation
Coordinate disaster recovery, business continuity, SWIFT resilience, and recovery validation activities, including evidence capture and remediation of findings
Ensure operational acceptance criteria are met for new and changed SWIFT, AWS, and integrated services before production implementation
Lead major incident response and coordinate restoration for business-critical SWIFT, messaging, payments, and settlement service disruptions
Manage clear and timely stakeholder communications during incidents, including engagement with SWIFT and third-party service providers where required
Facilitate post-incident reviews, complete root cause analysis, and ensure corrective and preventive actions are delivered
Identify operational, technical, cloud, and cyber security risks and drive remediation activities
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Support audit, compliance, regulatory, and SWIFT Customer Security Programme activities affecting critical messaging services
Ensure known errors, recurring messaging failures, certificate risks, and operational control gaps are tracked and managed effectively
Lead planning, testing, implementation, and early-life support for SWIFT software upgrades, security patches, infrastructure changes, AWS releases, and certificate renewals
Review changes to ensure appropriate risk assessment, testing evidence, implementation steps, rollback plans, security review, and operational readiness
Coordinate deployments across application, infrastructure, network, cyber security, cloud, operations, SWIFT, and vendor teams
Drive the controlled transition of SWIFT and AWS-enabled services into BAU support
Requirements
10+ years of experience in Application Support, Production Support, Site Reliability Engineering, Messaging Infrastructure Support, or Technology Operations, supported by a degree or equivalent qualification in IT, Computing, Engineering, Science, or Mathematics
Strong hands-on experience supporting SWIFT Alliance Access (SAA), SWIFT Alliance Gateway (SAG), SWIFTNet services, message routing, and associated interfaces
Strong understanding of SWIFT FIN, FileAct and InterAct services, MT and ISO 20022 messages, message lifecycle, acknowledgements, queues, routing, reconciliation, and recovery
Experience supporting SWIFT security components and controls, including PKI certificates, HSM technologies, cryptographic key management, access controls, and certificate lifecycle management
Strong AWS application support experience across EC2, RDS, VPC, Route 53, Elastic Load Balancing, Auto Scaling, CloudWatch, Systems Manager, IAM, Secrets Manager, KMS, S3, AWS Backup, and multi-Availability Zone architectures
Proven ability to troubleshoot hybrid and distributed services across AWS, networks, operating systems, middleware, databases, application layers, and external integrations
Demonstrated experience leading major incident resolution, root cause investigations, service restoration, and problem management in high-pressure, regulated environments
Strong understanding of disaster recovery, operational resilience, cyber security, backup and recovery, capacity management, and service continuity planning
Experience planning and implementing complex SWIFT releases, security patches, certificate renewals, cloud changes, and technology upgrades
Proven ability to mentor support analysts, provide technical leadership, and uplift team capability across SWIFT and cloud operations
Strong stakeholder and vendor management skills, with the ability to engage effectively with business, operations, infrastructure, network, cyber security, cloud, architecture, SWIFT, and service providers
Experience working within ITIL-based service management frameworks and willingness to participate in an on-call roster and lead critical out-of-hours activities
Nice to have:
SWIFT Certified Administrator accreditation or equivalent hands-on experience administering SAA, SAG, Alliance Web Platform, or related SWIFT services
Experience supporting SWIFT Customer Security Programme controls, security assessments, audit evidence, and remediation activities
Experience with Thales, Entrust, or comparable HSM technologies and enterprise PKI services
AWS Associate or Professional certification and experience supporting secure, highly available AWS production workloads
Experience with observability and performance platforms such as CloudWatch, Splunk, Dynatrace, AppDynamics, Lightstep, or ServiceNow Observability
Strong scripting and automation capability using Python, PowerShell, Bash, Ansible, SQL, or similar technologies
Knowledge of Infrastructure as Code and deployment technologies such as Terraform, CloudFormation, GitHub Actions, Jenkins, or GoCD
Experience with APIs, Kafka, middleware, enterprise messaging, container platforms, Kubernetes, OpenShift, or Docker
ITIL certification and relevant cloud, security, infrastructure, or messaging certifications
Experience working in Agile, DevOps, or Site Reliability Engineering environments and driving automation and continuous improvement
Important Details
Schedule: rostered 24x7 on-call support and participation in planned weekend activities, major incidents, SWIFT upgrades, infrastructure changes, releases, disaster recovery exercises, and operational resilience testing
Employment type: full-time or part-time, flexible working options available
About the Company
ASX powers Australia's financial markets, enabling a fair and dynamic marketplace for all. The company is a leading global securities exchange and a trusted market operator and data hub. ASX runs critical market infrastructure, with 1 in 3 employees working in technology. They foster a workplace where diversity is celebrated and inclusion is part of their everyday culture.
