Service Operations Team Member

4 weeks ago

Sydney, New South Wales, Australia Cuscal Limited Full time

This is a Service Operations Specialist role with one of the leading companies in AU right now, Cuscal Limited, with an amazing team. The company – where curiosity and expertise are rewarded – wants to expand its Enterprise Technology Services team. This is the chance to join as the operation takes off.

**Company Overview**

Cuscal offers a career with impact where your curiosity, energy, ambition are rewarded. You'll grow with us in an unconventional way where sideways developments matter as much as promotions; voices are heard, ideas are tested, and new things are created in fast-paced and efficient ways. Your expertise and excellence are seen and valued.

**Job Description**

We are looking for a Service Operations Specialist to support the strategic direction of service delivery by providing Service Operations Support for Cuscal's mission critical systems and customers. This includes managing incidents end to end until resolution, assisting incident managers during major incidents, monitoring and supporting Cuscal systems, effectively communicating to our customers, and troubleshooting to restore services within SLA. Key responsibilities include:

  • Monitoring all defined IT systems / consoles ensuring 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 processes accurately as per the Service Operations procedures and managing any deviations or exceptions via escalation.
  • Coordinating the management of incidents and 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 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 shifts.

**Requirements**

To be successful in this role, you should have:

  • 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.

While not required, experience in the following technology would be highly desirable:

  • Experience working with virtualised infrastructure.
  • Scripting Programming (PowerShell, VBScript, etc).
  • Red Hat / Linux /Windows.
  • Configuration/management of alerting and monitoring tools such as SCOM, Solarwinds, Splunk, Prognosis.
  • Managing Batch Schedule systems e.g. Control M.
  • LAN/WAN, TCP/IP.
  • SQL Server / ORACLE.
  • IIS/ Tomcat / MQ.

The estimated salary for this position ranges between AU$80,000 - AU$110,000 annually, depending on qualifications and experience. If you're passionate about serving customers and operate at scale, consider joining our Enterprise Technology Services team.

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