Incident Management Analyst

**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 tech 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.

Instead of being pigeon-holed, you're supported to follow your ideas and bring them to life. But you don't need to be a payments nerd to thrive here. You just need to be curious. You need to be motivated. And you need to be inspired to do bigger, better.

**We are looking for a Incident Management Analyst to join our growing Technology team.**

**About The Role**
Incident Management Analyst role focuses on improving customer experience by managing and embedding industry best practices for ITS Incident Management within Cuscal to restore services quickly to normal operational level; minimise service interruption frequency; reduce mean time to restore; ensuring timely, clear and profession stakeholder communications take place; implement workaround to minimise adverse impact of unplanned service interruption; comply with Service Level Agreements; conduct continual improvement activities to identify and embed improvements to Incident management process and operational stability and reporting.
- Key responsibilities include_
- Manage ITS Incidents to ensure these are logged, diagnosed, resolved, and communicated with required Service Level targets, while minimising impact to clients, staff and Cuscal operations.
- Provide leadership and manage Major incidents to drive quick service restoration restore that adheres to Service Level Agreements, identifying and implementing solutions for workarounds via consultation and escalation; Incident co-ordination; chairing of Incident bridges, accurate recording of Incident timelines and information; managing internal communications to key internal and external stakeholders and conducting post Incident review.
- Identify impact to services from system interruptions quickly and act as a key point of contact and communications for all high Priority/ Major Incidents.
- Drive quick restoration of service through consultation, escalation, and co-ordination
- Coordination of the regular maintenance window, ensuring quality, speed, and availability of maintenance window communications to stakeholders.

***
- Experience and Knowledge_

**Essential**
- At least 5 years demonstrated experience managing Incident and Major Incident in a 24X7 basis in a complex and fast paced IT and business environment.
- Demonstrated ability to make critical decisions in a fast-changing environment
- Experience working with the ITIL (v3 or v4) framework
- Extensive experience with leading the coordination of both the resolution stream and the communication stream of incidents and service disruptions. This line of responsibility runs from first-line investigation and diagnosis through to incident management and on to post-incident review (PIR) and closure.
- Advanced experience and understanding of infrastructure and networks

**Technical Competencies**
- Windows/Linux Administration & troubleshooting
- Control M experience
- Demonstrated knowledge in one (or more) of the following
- Scripting Programming (PowerShell, VBScript etc)
- Red Hat/ Linux
- Wintel Environment
- LAN/WAN, TCP/IP
- SQL Server/Oracle

**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.

**Next Step**
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