Operations Analyst

Core responsibilities:
Understanding of Pega frameworks for different industries and hands on experience on few of them
Understanding on Pega Applications platform
PCSA (PEGA Certified Systems Architect); preferred PCSSA (Pega Certified Senior System Architect) on Pega version 7.x or 8.x
Knowledge on ITIL (Incident/Change/Problem/Release/Deployment Management)
Work with team for any application enhancement, releases and deployments
Work on Creating and updating the Application Runbooks and others
Knowledge in tools like Octopus/Team City,Share Point, Confluence
Good hands in Ticketing tools like Jira,My Service, Service Now.
Excellent customer interfacing skills.
Excellent written and verbal communication skills.
Strong attention to detail and outstanding analytical and Problem-solving skills.
Strong analytical and problem-solving skills and the ability to quickly differentiate between problems caused by hardware, operating systems software, application programs
Understand the Severity and Criticality of the issue and work on priority
Work with other depend teams across and provide solutions for the issues encountered
Undertake any other tasks assigned by your manager that you have the capability to perform safely. (NOTE: All tasks assigned and carried out must be performed in accordance with all relevant internal Bank policies and external regulatory requirements).
Role specific responsibilities:
Service management
Ensure all initiatives meet the minimum Service Management process requirements
Act as an interface between the Customer with IT&T vendors, service providers and system owners.
Act as escalation point for Business and IT Service providers
Represent Business customers from an IT&T perspective in teleconferences and meetings.
Function as the primary escalation point for Infrastructure vendors and ITSMO delivery of Incident Management and Service Request services.
Engage Business customers and related projects to on-board new applications to the appropriate support models.
Incident/ Problem management
Minimise high priority incident durations and impacts; Ensure incidents receive correct priority ratings
Minimise high priority incident volumes
Minimise repeat and recurring high priority incidents
Ensure problems and corrective actions receive correct priority ratings
Facilitate problem outcomes with service providers
Conduct Problem Reviews with Service Owners and System Managers
Change and Configuration management
Provide a coordination point for major change and release activities
Identify issues, risks with Changes and Releases and facilitate resolution of these
Conduct PIRs for failed Changes
Ensure all changes records meet internal/external audit requirements
Manage review and correction of CI inaccuracies
Manage CI audits
Provide CMDB support to major projects
Provide process specific coaching to Configuration Librarians and Service Owners
Monitor and maintain Configuration Librarian access to CMDB
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through
Sidekick
to submit a valid application. We’re keen to support you with the next step in your career.
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