We are looking for a Service Operations Specialist to join our growing Enterprise Technology Services team.
This role will support the strategic direction of service delivery by providing Service Operations Support for Cuscal’s mission critical systems and customers.
This includes managing incidents end to end until resolution, assisting incident managers during major incidents, monitoring, and supporting Cuscal systems, effectively communicating to our customers and troubleshooting to restore services within SLA.
In this role you will be responsible for the following;
- 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.
