Cuscal Limited
Incident Manager
Powering seamless and secure connections for customers
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Cuscal Limited
Cuscal is a payments and regulated data services provider in Australia. For nearly 60 years, we have enabled Australian banks, mutuals, corporates and fintechs to better serve and connect with their customers through the implementation of innovative technology solutions
About the role
Job Description
Your Opportunity We’re looking for an Incident Manager 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:
Manage 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.
Qualifications
**What you’ll bring ** To succeed in this role, you’ll have:
- 2+ 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 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.
- Experience and understanding of infrastructure and networks
What you'll be responsible for
- 👏🏼
Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- ⚙️
Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- 🚦
Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
