Senior IT Operations Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $140,000

Job Title: Service Operations Manager

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We are seeking an experienced and skilled Service Operations Manager to join our team. This is a key leadership role responsible for ensuring the smooth operation of our IT systems and services.

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Key Responsibilities:

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  • ">
  • Act as the single point of contact for escalations and assist with the resolution of all requests and incidents related to the IT operating environment, with a strong emphasis on problem-solving and decision-making.">
  • Champion identification, planning, and implementation of minor enhancements to existing operational systems where appropriate.">
  • Deliver customer service that is timely, effective, and efficient, ensuring it meets customer needs and service level standards.">
  • Help the team resolve 80% of technical issues on first contact when possible, or escalate to the appropriate resolver group immediately, coordinating with the Senior Operations Analyst as needed.">
  • Keep product knowledge up-to-date and maintain documentation; aim to achieve and maintain specialist knowledge of core critical services.">
  • Collaborate with the team to restore normal service operations quickly, minimizing business disruption while maintaining availability and service levels.">
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Requirements:

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To be successful in this role, you will need:

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Minimum 4-year exposure to Service Desk or Call Centre environments

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Minimum 2-year exposure to Microsoft Windows Operating Systems for desktops

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Strong customer service focus with a realistic viewpoint on timeframes and limitations of the environment

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Strong general judgement and action orientation with excellent problem-solving skills in a complex IT environment

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Demonstrated experience in supporting high-performing and highly available systems

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Experience mentoring others in a team environment

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Excellent communication and interpersonal skills

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Ability to work collaboratively as part of a team

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Strong analytical and problem-solving skills

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Ability to prioritize tasks and manage multiple projects simultaneously

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High level of integrity and professionalism

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Commitment to delivering exceptional customer service

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Ability to adapt to changing priorities and deadlines

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Strong attention to detail

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Ability to work in a fast-paced environment

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Flexibility to work varying shifts, including weekends and public holidays

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High level of physical fitness

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