Job Description

Employment Type Permanent

Closing Date 25 Oct 2022 11:59pm

Job Title Incident Manager



We believe it is people who give purpose to our technology. So, we're committed to staying close to our customers and providing them the best experience and delivering the best tech on the best network. Because our purpose is to build a connected future so everyone can thrive.

And, for you, that means incredible opportunities to be challenged, to innovate, and grow your career.

As an Incident Manager, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.

Your role is pivotal to the retention and growth of customers in a defined segment as you prioritize outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.

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.

Key responsibilities of the role:

• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products, and services supplied and operated by Telstra.
• Accountable for end-to-end ownership of Highly Impacting Customer issue.
• Deliver technical support/solution in relation to a range of complex products and services, network, and infrastructure elements during incident triage.
• Work within a defined set of relevant product / network procedures, standards, and practices.
• Deliver outcomes by implementing a course of action identified from a general range of solutions.
• Assist in providing technical support in the investigation and rectification of complex incidents.
• Work with relevant teams during Major outages for restoration and provide updates to customers appropriately.

About you:

To be successful in the role, you must have:

• At least 3 years' working exposures in a high value customer facing role
• Background in Transmission, IP and Voice
• CCNP certification is highly desired
• Hands on experience in managing incidents and technical issues on the phone with customers
• Strong technical troubleshooting skills
• Good customer service skills
• Problem solving skills
• Stakeholder management skills
• Local Loop and supplier engagement and escalation experience
• Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP
• Knowledge on layer 3 protocols such as TCP/IP, BGP, OSPF are preferred
• Must be open to working on rotating shifts

With Telstra, your individual contribution and way of thinking will help deliver an unmatched experience to our customers and the communities we serve. We take pride in promoting a diverse and inclusive work environment where everyone can thrive.

Interested? Apply now!



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.