Incident Manager

Employment Type

Closing Date

Job Title

Job Summary

Job Description

We're Australia's leading telecommunications and technology company. With a global presence in more than 22 countries, we have a strong global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

We are committed to making Telstra the best place to work and creating a diverse and inclusive workplace that works for everyone.

What We Offer

Performance-related pay

Access to thousands of learning programs so you can level-up

Global presence across 22 countries; opportunities to work where we do business

Other exciting applicable country-specific benefits to be shared as you progress

The Incident Manager will act 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:

• 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:

• With at least 2 years of relevant experience in the telecommunications industry

• Obtained a CCNP certification

• Technical troubleshooting experience

• Good customer service skills

• Problem solving skills

• Stakeholder management skills

• Hands on experience managing Incidents and technical issues on phone with customers

• 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

If you are looking to take the next step in your career, we want to hear from you! -
When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.