Job Description

Step into a role where you become the driving force behind exceptional customer experiences. In this fast‑paced, always‑on (yep—24x7!) environment, you’ll be the one leading the charge across our IP network services, keeping Australia connected when it matters most.

No two days will look the same, you’ll pivot with purpose, dive into real‑time challenges, and take the lead on responding to, troubleshooting, and restoring both customer and network incidents. Your superpower? Turning complex problems into swift, seamless solutions.

Think high‑energy, high‑impact. You’ll be a champion of operational excellence, smashing SLA/OLA targets and making every interaction feel effortless for our customers.

If you love being in the centre of the action and making a tangible difference every single day, this is where you’ll shine.

Key Responsibilities

• Own the incident management process to ensure OLA’s, SLA’s and contractual obligations are achieved for customers. Any gaps are to have an improvement plan’s with TPO owner, network engineering, business owners or IMO improvement teams.
• Ability to support both technical and stakeholder incident management bridges, and communication briefs. It is important to remove technical jargon to simple customer communication.
• Identify business improvement opportunities to support business and customer outcomes. Improvement plans to be communicated relevant stakeholders and shared.
• Lead and contribute towards the flow to work model in network transmission technologies with a priority on development and training programs for staff.
• Develop insights into operational business processes in the designated business area and pivot as needed.
• Develop insights into operational business processes in the designated business area and pivot as needed.
• Be available to support a 24x7 team if needed to reduce MTTR and customer impact.
• Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes.

About you

To be successful in the role, you'll bring skills and experience in:

• Be available to support a 24x7 team if needed to reduce MTTR and customer impact.
• Liaise with technical experts, field workforce, level 3, level 4 support and/or Major Incident Management to facilitate incident restoration.
• Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes.

Essential experience:

• Managing teams in a 24x7 Incident Management environment.
• Minimum 5 years’ experience in Incident Management with technical experience in IP Networking
• You will have the ability to lead, drive and develop new ideas and ways of working,
• Demonstrated strong skills in developing and maintaining positive stakeholder relationships.
• Ability to identify and develop strategies to resolve technical or process deficiencies.
• Demonstrated lateral thinking skills as well as a good analytical approach to problem solving.
• Good understanding of the ITIL Framework as applied to Incident Management.
• Demonstrated leadership and coordination skills combined with the ability to drive multiple incidents across all severities in a high pressure, dynamic and real time environment
• At least minimum 5 years’ experience in Incident Management and technical experience in IP Networking

Not required but highly desirable:

• Ability to coach people in Business Process Management (BPM)
• Telecom, IT & Commercial/Leadership skills gained through relevant formal qualifications e.g., a degree or on the job experience
• Experience leading agile teams
• Software Development experience
• Knowledge of Cisco, Juniper, F5, Radware, Check Point and other Data Centre technology vendors and network
• Knowledge in routing and network switching

Our perks & benefits:

• 16 weeks paid parental leave for primary and secondary carers
• Professional development program
• An epic (free) Telstra mobile phone plan
• Laptop/Device allowance renewed every 2 years
• Purchased Annual Leave scheme
• Discounted Telstra products and services

• Own the incident management process to ensure OLA’s, SLA’s and contractual obligations are achieved for customers. Any gaps are to have an improvement plan’s with TPO owner, network engineering, business owners or IMO improvement teams.
• Ability to support both technical and stakeholder incident management bridges, and communication briefs. It is important to remove technical jargon to simple customer communication.
• Identify business improvement opportunities to support business and customer outcomes. Improvement plans to be communicated relevant stakeholders and shared.
• Lead and contribute towards the flow to work model in network transmission technologies with a priority on development and training programs for staff.
• Develop insights into operational business processes in the designated business area and pivot as needed.
• Develop insights into operational business processes in the designated business area and pivot as needed.
• Be available to support a 24x7 team if needed to reduce MTTR and customer impact.
• Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes.

• People management
• Network Routing and Switching
• Process Development

• Managing teams in a 24x7 Incident Management environment.
• Minimum 5 years’ experience in Incident Management with technical experience in IP Networking
• Ability to lead, drive and develop new ideas and ways of working
• Demonstrated strong skills in developing and maintaining positive stakeholder relationships.
• Ability to identify and develop strategies to resolve technical or process deficiencies.
• Demonstrated lateral thinking skills as well as a good analytical approach to problem solving.
• Good understanding of the ITIL Framework as applied to Incident Management.
• Demonstrated leadership and coordination skills combined with the ability to drive multiple incidents across all severities in a high pressure, dynamic and real time environment
• At least minimum 5 years’ experience in Incident Management and technical experience in IP Networking
• Ability to coach people in Business Process Management (BPM) (Highly Desirable)
• Telecom, IT & Commercial/Leadership skills gained through relevant formal qualifications e.g., a degree or on the job experience (Highly Desirable)
• Experience leading agile teams (Highly Desirable)
• Software Development experience (Highly Desirable)
• Knowledge of Cisco, Juniper, F5, Radware, Check Point and other Data Centre technology vendors and network (Highly Desirable)
• Knowledge in routing and network switching (Highly Desirable)