Enterprise Operations Support Specialist

4 weeks ago

Sydney, New South Wales, Australia Cuscal Limited Full time

Unlock your potential in a dynamic and rapidly evolving payments industry with Cuscal Limited.

As an Enterprise Operations Support Specialist, you will play a vital role in delivering exceptional service to our customers by providing timely and effective support for our mission-critical systems.

We are committed to fostering a diverse and inclusive workplace where talent thrives. Our hybrid model offers flexible work arrangements, and we provide a range of educational, financial, lifestyle, health & wellbeing benefits.

The estimated annual salary for this role is approximately $80,000 - $110,000 AUD, depending on location and experience.

Job Description

This 24/7, rostered shift-work role involves:

  • Monitoring IT systems to ensure they function as per business requirements.
  • Responding to system events or faults and taking appropriate action when systems fail or degrade.
  • Providing prompt incident, service, and change request support within SLA.
  • Executing processes accurately according to Service Operations procedures and managing deviations or exceptions via escalation.
  • Coordinating incident management and ensuring timely escalation of major incidents to an incident manager.
  • Identifying and implementing Service Improvements (CSI).
  • Logging and updating incidents, service, and change requests into the Cuscal Ticketing system with correct detail.
  • Triaging incidents/service requests aiming for first-fix resolution.
  • Engaging and collaborating with 2nd/3rd-level support teams for further investigation.
  • Ensuring quality documentation of Service Operations procedures and run sheet tasks.
Required Skills and Qualifications

To succeed in this role, you should have:

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

Cuscal Limited offers a comprehensive range of benefits to support your career growth and well-being:

  • Flexible work arrangements through our hybrid model.
  • Range of educational, financial, lifestyle, health & wellbeing benefits.

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