Enterprise Operations Technical Specialist

1 day ago

Sydney, New South Wales, Australia Cuscal Full time

Cuscal is committed to delivering exceptional service operations in the rapidly evolving world of payments.

We are seeking an experienced Service Operations Specialist to join our Enterprise Technology Services team, providing support for Cuscal's mission-critical systems and customers.

This role involves managing incidents end-to-end until resolution, assisting incident managers during major incidents, monitoring and supporting Cuscal systems, effectively communicating with customers, and troubleshooting to restore services within SLAs.

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 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 includes weekends and night shifts.

About You:
  • 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, any experience in the following technologies 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
What We Offer:
  • A competitive salary of AU$80,000 - AU$110,000 per annum, depending on experience.
  • A wide range of educational, financial, lifestyle, health & wellbeing benefits.
  • Flexible work arrangements through our hybrid model.

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