Service Operations Specialist

2 weeks ago

Sydney, Australia Cuscal Full time

Permanent Full-time opportunity
- We offer a generous shift allowance, 4 days on 4 days off on rotation
- We are one of the fast-growing FinTech's in the payments sector

**Be the inventor and enabler of our business**

Where else will you get the chance to build products from scratch? Products that impact the lives of millions of people in the everyday. At Cuscal, our Enterprise Technology Services (ETS) team are the hands and heart for what we do best. They’re the inventors, the creators, the enablers of our business. They turn ideas into reality. They test. They refine. They perfect.

**We have an exciting opportunity for a Service Operations Specialist in our Enterprise Technology Services team at Cuscal.**

The Service Operations Specialist is responsible for supporting the strategic direction of Service Operations Support for Cuscal’s mission critical systems and customers. This also includes managing incidents, end to end until resolution, effectively communicating to our customers and troubleshooting to restore services within the SLA.

**In this role you will be responsible for the following**:

- Monitor all defined IT systems, ensuring they function as per business requirements.
- Respond to system events or faults and take appropriate action when systems fail or suffer degradation in performance
- Respond to customer Incident, Service and Change requests within predefined SLAs.
- Execute all processes accurately as per the Service Operations procedures and manage any deviations or exceptions via escalation.
- Coordinate the management of incidents and ensure timely escalation of a major incidents to an incident manager.
- Ability to be the Escalation point to the Incident manager
- Identify and implement Service Improvements (CSI)
- Log and update all Incidents/Service/Change requests into Cuscal Ticketing system with the correct detail
- Triage all Incidents / Service requests aiming for fixed on first resolution.
- Engage and work with 2nd/3rd level support teams for further investigation.
- Ensure quality documentation of Service Operations procedures and run sheet tasks.
- Effective written and verbal communication with internal and external customers.
- Provide an accurate and comprehensive shift handover.

**About you**:
You have at least 3 years’ experience in a mission critical operations environment with demonstrable working experience or ability to lead a Service Operations Team. You are highly energised and experienced supporting a diverse range of clients. To ensure success in this role you will be commercially astute with exemplary stakeholder management and communication skills. If you have similar experience working with a remote or offshore operational team or experience in the payments industry, we would love to hear from you. This is a 24/7 shift rotation role with a generous shift allowance.

**Why Cuscal?**
We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

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