Job Title

This is a Service Operations Specialist role with one of the leading companies in AU right now Cuscal Limited with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Cuscal Limited Job Description 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 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. 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 shift-work 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 If you dont think you''re a perfect fit, you should still sign up to Hatch and create a profile, we''ll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career thats right for them. We model this in our hiring process for our partners like Cuscal Limited. Applying here is the first step in the hiring process for this role at Cuscal Limited. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.