Service Operations Specialist
4 weeks ago
Cuscal is seeking a highly skilled Service Operations Specialist to join our Enterprise Technology Services team. As a key member of our team, you will play a critical role in supporting the strategic direction of service delivery by providing Service Operations Support for Cuscal's mission-critical systems and customers.
Key Responsibilities:- Incident Management: Manage incidents end-to-end until resolution, assist incident managers during major incidents, and monitor and support Cuscal systems.
- Service Delivery: Respond to customer incidents, service, and change requests within predefined SLAs, and execute all processes accurately as per the Service Operations procedures.
- Service Improvement: Identify and implement Service Improvements (CSI) to enhance service delivery and quality.
- Documentation: Ensure quality documentation of Service Operations procedures and run sheet tasks.
- Experience: Previous experience with support/monitoring & event management, experience supporting and servicing a diverse range of customers, and demonstrated customer-centric mindset.
- Knowledge: Understanding of ITIL framework (Incident/Service/Change/Problem/CSI) and experience or understanding of the payments industry & online real-time transaction processing.
- Skills: Experience working with virtualised infrastructure, scripting programming (PowerShell, VBScript, etc.), and managing batch schedule systems e.g. Control M.
Cuscal offers a diverse and inclusive workplace where the best talent in Australia chooses to work. We support our colleagues with flexible work arrangements and offer a wide range of educational, financial, lifestyle, health & wellbeing benefits. If you think this role is the right fit for you, we invite you to apply. Let's explore who you are and what drives you.
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