Service Operations Specialist

4 weeks ago

Sydney, New South Wales, Australia Cuscal Limited Full time
Job Title: Service Operations Specialist

Cuscal Limited is seeking a highly skilled Service Operations Specialist to join our Enterprise Technology Services team.

This role will support the strategic direction of service delivery by providing Service Operations Support for Cuscal's mission critical systems and customers.

The successful candidate will be responsible for:

  • Monitoring all defined IT systems / consoles ensuring that they function as per business requirements.
  • Responding to system events or faults and take appropriate action when systems fail or suffer degradation in performance.
  • Responding to customer Incident, Service and Change requests within predefined SLAs.
  • Executing all processes accurately as per the Service Operations procedures and manage any deviations or exceptions via escalation.
  • Coordinating the management of incidents and ensure timely escalation of a major incidents to an incident manager.
  • Identifying and implement Service Improvements (CSI)
  • Logging and updating all Incidents/Service/Change requests into Cuscal Ticketing system with the correct detail.
  • Triaging all Incidents / Service requests aiming for fixed on first resolution.
  • Engaging and collaborating with 2nd/3rd level support teams for further investigation.
  • Ensuring quality documentation of Service Operations procedures and run sheet tasks.

This is a 24/7, rostered shift-work role that will include weekends and night shift.

Requirements:

  • Previous experience with support/monitoring & event management.
  • Experience supporting and servicing a diverse range of customers.
  • Demonstrated customer centric mindset.
  • Understanding of ITIL framework (Incident/Service/Change/Problem/CSI)
  • Experience or understanding of the payments industry & online real time transaction processing.
  • Experience working with a remote or offshore operational team.

Desirable skills include experience working with virtualised infrastructure, scripting programming, and configuration/management of alerting and monitoring tools.

Cuscal Limited is an equal opportunity employer and welcomes applications from diverse candidates.

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