Service Operations Specialist

Company DescriptionForward with Cuscal At Cuscal, we're not just shaping the future of payments - we're pioneering it.
From launching Australia's first ATM to being the first certified NPP PayTo Payer and Initiator in 2022, we've spent over 59 years building solutions that millions of Australians rely on every day.
Now, we're preparing for what's next, and we want you to be part of it.
Join us as a Service Operations Specialist in our Service Deluvery team and help us deliver ground-breaking solutions that push the boundaries of what's possible.
Job DescriptionYour Opportunity We're looking for a Service Operations Specialist to join our Service Delivery team.In this role, you'll leverage your technical skills to develop, maintain, and support innovative solutions that solve real-world challenges in the payments industry.
From designing and building scalable systems to ensuring seamless integration with key technologies, your work will directly impact millions of users.
You'll also make an impact by: Monitoring all defined IT systems / consoles ensuring that they function as per business requirements.Responding to system events or faults and take 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 manage any deviations or exceptions via escalation.Coordinating the management of incidents and ensure timely escalation of a major incidents to an incident manager.Identifying and implement Service Improvements (CSI)Logging and updating all Incidents/Service/Change requests into Cuscal Ticketing system with the 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 will include weekends and night shift.QualificationsWhat you'll bring To succeed in this role, you'll have: 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.You'll stand out from the crowd if you have some of the following: Experience working with virtualised infrastructureScripting Programming (PowerShell, VBScript, etc)Red Hat / Linux /WindowsConfiguration/management of alerting and monitoring tools such as SCOM, Solarwinds, Splunk, Prognosis.Managing Batch Schedule systems e.g. Control MLAN/WAN, TCP/IPSQL Server / ORACLEIIS/ Tomcat / MQAdditional InformationWhy Cuscal?
At Cuscal, you'll find a strong, successful company that's reimagining the future.
And our team is right there at the heart of it all.
Here, you'll deliver or support interesting, ground-breaking work that has real impact - on Australia's financial services sector and the millions of customers it serves.
You'll innovate alongside skilled, smart, connected teams.
And you'll build an impressive, fulfilling career that continues to grow.
You'll also enjoy a range of benefits, including: Work in a hybrid model that supports your lifestyle and goals We celebrate success: Our IGNITE program recognises individual and team achievements.
Wellbeing focus: We support your physical, mental, and financial health with holistic initiatives and access to discounts via 'Cuscal Advantage.'
Join us and reimagine the future If this role excites you, we'd love to explore your potential and vision for the future.
Screening and interviews may occur before the job ad closing date, so don't wait - apply now.
For further information about this role please contact ********************* Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.
We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.
Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms.