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Operations Service Specialist – PEGA

Job title: Operations Service Specialist – PEGA

Company: Telstra

Job description: Employment Type Permanent

Closing Date 29 Apr 2021 11:59pm

Job Title Operations Service Specialist – PEGA

Job Description

Telstra is Australia’s leading telecommunications and technology company, with operations in more than 20 countries, including in India where we’ve launched our new Innovation and Capability Centre (ICC) in Bangalore.

We’re combining innovation, automation and technology to solve the world’s biggest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more. Join us on this exciting journey, and together, we’ll reimagine the future.

About the role

As an Operations Service Specialist, you will be required to drive restoration of high and critical incidents within Robotics Process Automation environments with the intent to remove impact and associated risk within service level agreements.

Collaborate with various teams to ensure our platforms, applications and systems are operating efficiently and delivering value to our customers.

As the Operations Service Specialist, you will;

  • Follow end to end Incident Management process to ensure timely service restoration and resolution of incidents.
  • Identify and deploy fixes to prevent recurrence of incidents
  • Understand system and business change cycles to ensure automated processes are proactively monitored and amended to reflect changes
  • Ability to work and deliver in challenging cross functional teams and environment

Key accountabilities:

  • Take ownership of critical, high and other key incidents in order to facilitate restoration in a timely manner
  • Evaluate the scope of faults and manage their resolution across multiple vendors to deliver solutions and restore service
  • Capture relevant and accurate incident information such as Incident nature, Customer, User, Business and System Impacts, incident resolution, decisions made and rejected as well to ensure accurate representation in appropriate support applications and documents
  • Monitor activities of the resolution teams and technical resources providing support and direction as required.
  • Adherence to Incident Management call handling procedures and SMS/E-Mail/Reporting to ensure adherence to the processes and quality standards
  • Perform and recognise patterns in data to identify improvements and solutions to existing processes, products and systems in own and supported areas
  • Act as a Subject Matter Expert across one, or more, of the service support areas, as required.
  • Act as the automation (Pega/OpenSpan) SPOC towards business and internal teams while resolving issues
  • Define automation monitoring best practices and implement the same
  • Documenting troubleshooting steps and service restoration details
  • Create and submit knowledge articles
  • Proven experience of successfully delivering high quality solutions in high pressure, structured environments using standard project management techniques and disciplines
  • The aptitude to adapt and evolve methodologies and procedures in a controlled manner to continually improve the delivery and support channels
  • Flexibility to work in any time zone as required for fulfilling the job requirements.
  • Flexible and responsive to changing work patterns and demands
  • Ability to work and deliver in challenging cross functional teams and environment

Your skills & experience

Essential

  • Having experience with Pega/OpenSpan is a must, experience with BluePrism or Selenium is a plus
  • Developer certification in Pega/OpenSpan
  • Minimum of 2 to 4 years of IT experience in .net development AND RPA implementation/Support.
  • Experience in VB/VBA/PowerShell/C#/Python.
  • You possess excellent problem-solving and communication skills
  • Willing to work in shifts
  • Education: B.Tech/B.E, MCA, MSC computer science

Highly desirable

  • Work experience in Telecommunication domain
  • Knowledge on Reporting tools like Splunk, PowerBI
  • Knowledge on ITIL
  • Knowledge on Agile methodology
  • Good understanding of Process Design documents, Technical Design documents
  • Experience with ABBYY OCR or any other OCR tool is a plus

Why join us?
Your work will expose you to innovative thinking, technologies and global best practice. As we grow, you’ll grow, and this will extend onto building your own valuable talents and skills here with us.

Interested?
If this opportunity sounds like a perfect fit for you, we’d encourage you to apply!

We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.

Expected salary:

Location: Bangalore, Karnataka

Job date: Fri, 09 Apr 2021 06:07:41 GMT

Apply for the job now!