We are a challenger brand, driving innovation and investment to shape our own future.
This role will support the delivery of the largest Federal Government Contact Centre.
Key Responsibilities
* Drive continuous improvements in Service Management processes across Networks, Enterprise, and Business with a focus on Government accounts.
* Ensure governance model compliance by adhering to established procedures and best practices.
* Produce weekly production performance reports, including root cause analysis and actions to drive operational stability/performance.
* Oversee end-to-end service performance and availability of operations for all applications and infrastructure under Networks.
Requirements
* Proven experience in incident and problem management within an ITIL framework.
* Proficiency in IT Service Management (ITSM) tools.
* Strong analytical skills to assess incidents, identify patterns, and determine root causes.
* Australian Citizenship or Permanent Residency is required due to the nature of the role.
What We Offer
* Flexible work arrangements: 3 days in the office, 2 days remote with flexible hours.
* Inclusive paid parental leave up to 14 weeks for primary caregivers.
* Access to online and facilitator-led learning resources, including MBA micro-credential opportunities.
* Employee-led volunteer groups promoting diversity, equity, and inclusion.
* Vibrant campus life with various facilities, including restaurants, cafes, gymnasium, GP, and post office.
* Free Optus bus service from Macquarie University Metro Station.