Sydney, New South Wales, Australia Company: Bitrecruit Client / Employer: Occupop
Posted: 29.05.2026
Job reference: e51a287aef4ba4e53ab0964fc05d60b8
Company
Conferma is a global payment technology company that has been operating since 2005 and was recently acquired by Sabre, with additional investment from Mastercard. It is the world's largest payments platform for virtual cards.
Key responsibilities
* Provide Level 2 support for technical and operational incidents escalated by Level 1 teams
* Take ownership of incidents and service requests through to resolution within agreed SLAs
* Escalate complex or unresolved issues to Level 3/Product Operations when required
* Review and support Level 1 ticket triage, providing guidance and quality oversight where appropriate
* Record, prioritise, monitor, and manage incidents to ensure timely resolution and effective communication
* Maintain clear and proactive communication with customers regarding incident progress and resolution
* Monitor operational systems and alerts, including file import processes and Datadog, escalating issues as required
* Manage service‐affecting technical cases relating to card issuers and banking partners, including transactional data and file import issues
* Collaborate with internal technical teams and external banking partners to resolve critical incidents
* Participate in incident calls and stakeholder communications for high‐priority service issues
* Contribute to knowledge sharing, documentation, and continuous improvement initiatives across the Service Desk function
* Identify opportunities for process and service improvements to enhance operational efficiency and customer experience
Required qualifications
* Proven experience as a Service Desk Analyst or in a similar technical support role
* Solid knowledge of ITIL framework and incident management processes
* Excellent analytical and problem‐solving skills, with the ability to diagnose and resolve technical issues efficiently
* Knowledge of common operating systems, software applications, and IT hardware
* Strong customer service and communication skills to interact effectively with end‐users
* Strong decision‐making skills with the ability to take ownership of issues end‐to‐end
* Self‐motivated with excellent organisational and time‐management skills
Hours & Compensation
Shift basis between 7:00am and 7:00pm, Monday to Friday, 37.5 hours per week. Flexibility is required to support APAC operational coverage.
Salary: Competitive, dependent on experience and skills.
Bonus: 10%.
Benefits
* Hybrid working
* Superannuation contributions
* Enhanced company sick pay
* 25 days paid annual leave plus bank holidays
* Purchase up to 10 additional days holiday each year
* Additional paid time off for life events such as moving house or getting married
* Additional days leave on or around your birthday
* Enhanced paid parental leave on the birth or adoption of your child
Equal Employment Opportunity
We are committed to ensuring equal opportunity for all. No job applicant or employee shall receive less favourable treatment or be disadvantaged by any conditions or requirements that are irrelevant.
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