Service Operations Specialist

Your Opportunity 

Were looking for a Service Operations Specialist to join our Service Delivery team.

In this role youll leverage your technical skills to develop maintain and support innovative solutions that solve realworld 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. 

Youll 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 shiftwork role that will include weekends and night shift.

Qualifications :

What youll bring 

To succeed in this role youll 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.

Youll stand out from the crowd if you have some of the following: 

• 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

Additional Information :

Why Cuscal 

At Cuscal youll find a strong successful company thats reimagining the future. And our team is right there at the heart of it all.   

Here youll deliver or support interesting groundbreaking work that has real impact on Australias financial services sector and the millions of customers it serves. Youll innovate alongside skilled smart connected teams. And youll build an impressive fulfilling career that continues to grow.   

Youll 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 wed love to explore your potential and vision for the future. Screening and interviews may occur before the job ad closing date so dont 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 barrierfree 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.

Remote Work :

No

Employment Type :

Fulltime