Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Job Summary

This role will be a Service Desk role where you will be a key liaison working closely with the SD Team Leaders and It Ops Tier 2 to ensure that the Tier 1 SD become more Technical, Resolve more issues (FCR), Ensure the SD embrace the ITIL end to end Lifecycle Management and will drive collaboration between the Service Desk and all other GOC Teams.

• Identify and Implement Shift Left Activity with the aim of raising the Technical output of the Tier one Service Desk
• Support the Team Leader, Senior Service Desk lead and SDT’s in driving a culture of Customer Service Excellence by promoting ITIL Methodologies i.e. e2e ticket management
• Provide support to a multiple client support function
• Experience of working to an ITIL framework
• Managed performance against SLA in a multiple client support function
• Achieve high levels of First Contact Resolution Rates
• Design and continually improve knowledge base documentation
• Act as a liaison between the multidisciplinary teams within the service desk environment.
• Act as a liaison between the service desk and problem management teams for technical issues and problems.
• Forging strong relations with all SD shifts and wider GOC Teams
• Perform day to day application administration i.e. Creating Pure Cloud Accounts
• Support the Change process and liaise with multiple Teams to ensure SD are aware of changes, potential impacts and alerts
• Be part of a team who is Identifying, evaluating and implementation of Service Improvements across the Service Desk
• Take part in Process and KB reviews and standardize and improve as part of a Team
• Resource Management – Support the process
• Productivity analysis aligned to all GOC activity to identify and implement efficiencies  

Job Duties and Responsibilities:

• Required to work in a 24x7 shift rotation
• Drive FCR capability to initially aim at 10% uplift to current measures and then beyond
• Identify and Implement Shift Left Activity with the aim of raising the technical output of the Tier one service desk
• Support the Service Desk Team Leaders to manage the shift and to proactively implement any solutions required and reactively look at solutions for unforeseen events
• Deputize for Team Leader as and when required
• Monitors and manages application and infrastructure health across multiple monitoring platforms and programmes
• Apply a structured methodology that will change the culture to promote and implement end to end ticket ownership
• Forge and build relations across the x4 Service Desk shifts
• Identify Best Practices across the x4 shifts and implement across the board
• Ensure system changes have appropriate check and balances in place to minimize the risk of service disruption.
• Provide global business with CSI and Workflow Management updates
• Support organizational design and definition of roles and responsibilities.
• Productivity analysis aligned to all GOC activity to identify and implement efficiencies
• Apply a consistent approach and deliver consistent quality across engagements.
• Professional and calm approach always, particularly when dealing with difficult situations.
• Ability to work well in a team environment.
• To provide assistance and technical knowledge to aid implementation of projects
• Act as an escalation point and provide support to Department Team Managers by defining best practice and quality standards and ensuring they are understood and followed.
• Act as a Tier 2 Incident / problem solver when service desk or impacted teams require assistance.
• Support service desk when required to clear down volumes of incidents, requests, and problems.
• Support team leadership and management when required to in meetings, interviews, and conferences.
• Work with internal IT teams to provide tooling and support for all teams across the service desk.
• Ensure adequate tooling is in place to support all SD Initiatives for Shift Left
• Track