We're not waiting for the future, we're shaping it through technology, innovation and investment. As a challenger brand with a challenger spirit, we're always pushing boundaries.
This role will play a critical part in delivering our largest Federal Government Contact Centre.
Reimagine your career at Optus
* Detection and Response: Monitor service desk and system alerts to identify incidents quickly and take immediate action to mitigate impact.
* Coordination: Coordinate high-priority incident response, ensuring timely communication with relevant stakeholders.
* Service Restoration: Facilitate resolution of incidents to minimize downtime, leading technical bridge calls and engaging relevant teams.
* Escalation Management: Escalate issues to appropriate teams or vendors when necessary, ensuring resolution within agreed service levels.
* Communication: Provide regular status updates and post-incident communication to stakeholders.
* Post-Incident Review: Conduct reviews for major incidents, documenting cause, impact and resolution, and identifying actions for improvement.
* Drive continuous improvements in Service Management processes across Networks and Enterprise, focusing on Government accounts.
* Ensure governance model application throughout service management processes, adhering to established procedures and best practices.
* Produce weekly production performance reports, including root cause analysis and actions to drive operational stability/performance.
* Accountable for end-to-end service performance and availability of operations for all applications and infrastructure under Networks.
Your next challenge starts here
* Proven experience in incident and problem management, preferably within an ITIL framework.
* Excellent communication skills, with ability to engage and influence stakeholders.
* Analytical skills to assess incidents, identify patterns and determine root causes.
* Proficiency in IT Service Management tools.
* Strong analytical skills to assess incidents, identify patterns and determine root causes.
* Australian Citizenship or Permanent Residency is required.
Why join us?
* 3 days in office, 2 days remote, with flexible hours to suit.
* Inclusive paid parental leave, up to 14 weeks for primary caregivers.
* Access to online and facilitator-led learning catalogue, including MBA micro-credential via OptusU (University).
* Connect with colleagues through employee-led volunteer groups.
* Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP and post office.
* Free Optus bus from Macquarie University Metro Station.
At Optus, we strive to be Australia's most loved everyday brand. Learn more about our culture by searching #OptusLife on LinkedIn.
We value diversity and individual differences, and are committed to ensuring equal employment opportunities for all job seekers. If you require adjustments or accessibility support, please contact us at 1800 309 170.