Enterprise IT Operations Expert

3 weeks ago

Sydney, New South Wales, Australia Cuscal Full time
About Us

Cuscal is a leading player in the rapidly evolving world of payments, providing innovative solutions to its clients.

We offer a dynamic and inclusive workplace where talented professionals can grow and develop their skills.

Job Summary

We are seeking an experienced Enterprise IT Operations Expert to join our team. This role involves supporting the strategic direction of service delivery by providing expert-level Service Operations Support for Cuscal's mission-critical systems and customers.

Key Responsibilities:
  • Monitoring all defined IT systems / consoles to ensure they function as per business requirements.
  • Responding to system events or faults and taking 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 managing any deviations or exceptions via escalation.
  • Coordinating the management of incidents and ensuring timely escalation of major incidents to an incident manager.
  • Identifying and implementing 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.
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.
Additional Information:

Why work at Cuscal?
We offer a hybrid model with flexible work arrangements, a wide range of educational, financial, lifestyle, health & wellbeing benefits, and opportunities for growth and development in the rapidly evolving world of payments.

We invite qualified candidates to apply for this exciting opportunity.

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