Job Description

Employment Type Permanent

Closing Date 8 Sept 2023 11:59pm

Job Title Incident Manager

Job Summary As a Service Delivery Specialist, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.



We\'re Australia\xe2\x80\x99s leading telecommunications and technology company. And, with a presence in more than 20 countries, we\xe2\x80\x99re creating a global footprint \xe2\x80\x93 which for you, that means incredible work opportunities and experiences to develop and grow your career.

Global Business Services (GBS)

Our GBS team enables Telstra to achieve a radically simplified business model, bringing together back-of-house services with high-volume service operations that were previously delivered separately throughout the company.

Our focus is to deliver great experiences, simplify and innovate, and drive profitability across our business.

The role with us

As an Incident Manager, you will be acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction. It\xe2\x80\x99s a shift operational environment & 24/7 and fresh graduates are welcome to apply!

What you\xe2\x80\x99ll do:

These are how you\'ll bring the purpose of your role to life:

Use domain knowledge and analytical thinking to provide support in the investigation of customer-reported incidents.

Operate within standard practices and procedures, with support/direction from more experienced team members/leaders to achieve team/project/mission and/or individual outcomes.

Understand the system architecture deployed and integrated with multiple providers and customers.

Coordinate and Control network changes to new networks and solutions seamlessly, with minimal impact on the customer.

Coordinate with all stakeholders to troubleshoot and resolve customer issues technically within provided SLA.

What you need to succeed:

Have basic knowledge of SD-WAN networks.

Qualification in Engineering or related technical degree

Handled any sort of transmission network (Fiber Optics, Wireless, SAT, etc)

On-site working experience handling network integration work is an advantage

Experience in telecom or networking customer support handling issues over Level 2 is an advantage.

CCNA/CCNP certification will be added advantage.

Skills:

Implementing and troubleshooting networks and solutions

Ability to adapt transitioning to new networks and solutions

Negotiate and able to work with all Resolver groups for customer network issues.

Ability to read and understand standard network topology/planning documents.

If you\'re excited about the opportunity to be part of a team, committed to delivering amazing experiences to our customers \xe2\x80\x93 this could be the role for you!



We\xe2\x80\x99re 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.

Telstra