System Operations Engineer

About the role

The System Operations Engineer ensures the stability, availability, security, and performance of EML’s enterprise payments platform. You will monitor systems, manage incidents, perform root‑cause analysis, and maintain the operational integrity required to meet strict regulatory and SLA requirements in a high‑volume, mission‑critical payments environment.

This role sits at the heart of EML’s global operations, supporting 24/7 availability of card issuing, payment processing, and digital financial services.

Key Responsibilities

Platform Monitoring & Incident Management

• Monitor critical payment systems, servers, applications, APIs, and networks in real time.
• Respond rapidly to alerts, prioritise incidents appropriately, and take immediate remediation actions following runbooks.
• Troubleshoot incidents reported by customers using logs, database queries, code reviews and/or user details reported in ticketing system.
• Escalate issues to engineering, infrastructure, or third‑line teams according to defined SLAs.
• Ensure accurate and timely incident logging, communication, and resolution.

Operational Support & Maintenance

• Proactively perform and/or create scheduled system checks, capacity reviews, performance monitoring, and health checks.
• Execute reactive operational tasks and maintenance activities to ensure system continuity and payment flow integrity.
• Maintain and improve system documentation, operational procedures, and support guides.

Service Availability & Continuity

• Ensure the availability and continuity of all production services, including payment processing, card issuing, and supporting infrastructure.
• Support disaster recovery readiness, business continuity plans, failover procedures, and resilience testing.

Change, Release & Configuration Management

• Create new release pipelines and troubleshoot existing pipelines across all supported environments (test, production, etc)
• Execute and support controlled deployment of releases across all supported environments, ensuring stability and adherence to change processes.
• Validate platform changes, run pre‑/post‑deployment checks, and monitor release impact.

Compliance, Risk & Security Alignment

• Follow operational processes designed to meet regulatory requirements (PCI DSS, PSD2, AML/CTF, GDPR).
• Ensure audit‑ready operational artefacts (logs, checklists, incident reports) are maintained.

Cross ‑ Functional Collaboration

• Work closely with Engineering, InfoSec, Compliance, and Product teams to ensure optimal platform stability and customer experience.
• Participate in continuous improvement initiatives to enhance automation, monitoring, and operational tooling.

Skills & Experience Required

Technical Skills

• Experience supporting high‑availability, mission‑critical systems (financial services or payments ideal).
• Strong understanding of Windows systems administration, networking fundamentals, and web applications.
• Strong SQL Server knowledge with demonstrated ability to read and write complex queries.
• Familiarity with monitoring tools, incident management platforms, and automation scripts (powershell, Nagios, Splunk, Jira, etc).
• Basic ability to read and understand other scripting/programming languages (C#, Python, JavaScript, etc).
• Knowledge of APIs, databases (SQL Server), log analysis, and troubleshooting complex distributed systems.

Soft Skills

• Strong analytical and problem‑solving ability.
• Clear communicator, able to manage incidents under pressure.
• Collaborative mindset with a “One Team” culture focus.
• Highly organised with meticulous attention to detail.

Preferred Experience

• Previous experience in NOC/SOC/System Operations/Platform Support roles.
• Understanding of payment processing flows (authorisations, settlements, card schemes, real‑time payments).
• Experience with regulated environments and SLA‑driven operations.

What we offer you

If you love what you do, you should love where you do it. We offer you:

• A salary commensurate with your skills, experience and market benchmarks.
• Participation in the company bonus scheme.
• Eligible health care and 401k benefits (following any approved waiting periods).
• A flexible hybrid working culture where you’re empowered to work in a way that suits your lifestyle.
• Additional leave including our Take 5 extra annual leave program, birthday leave and two days of volunteer leave per year.
• Parental support including up to 12 weeks of fully paid parental leave.
• Growth and development opportunities including access to funding for professional memberships, certifications, conferences and more.
• A culture that values collaboration, learning and continuous improvement.
• A global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe.