NOCC Technical Support Manager

NOCC Technical Support Manager - Critical Communications At BAI Communications, we keep Australians connected—from cities to remote regions. Our work supports communities and is vital during emergencies. In NSW, we operate and maintain one of the world’s largest critical communications networks. Over 50 emergency services and utilities rely on us for reliable access, even in extreme conditions. We support the Public Safety Network across 400+ sites, handling around 570,000 calls daily. Our dedicated teams ensure network continuity and rapid response during crises. From field services to skilled operators and engineers, our people are trusted by government and industry alike. During bushfires or cyclones, our teams mobilise nationwide to support critical operations. We invest in our people and continue to develop future-ready solutions that harness emerging technologies. Let’s explore the role The role provides consistent oversight of the Critical Communications Network Operation Control Centre (NOCC) across the weekday operations, working with the Duty Managers, NOCC Manager and Operations Manager to ensure effective and efficient operations to meet all service level requirements for incident management, Operations Acceptance and Reporting requirements. The role is key for the operational management of the multi-agency user wide Critical Communications network ensuring response to alarms, events and internal and external notifications to all parties is conducted in accordance with established agreed processes, procedures and relevant SLA’s. The role will also be required to act as the NOCC Manager and/or Change management functions when required to cover leave and emergency management, with a need to work outside of usual business hours if required. Key Responsibilities Provide input, document requirements and support the design and delivery of training programs. Coordinate efforts with other technical specialists regarding incident resolution. Build and maintain key relationships within Critical Communications, field staff and customers and key stakeholders to determine and resolve issues. Track and Report issues. Review and approve Post Incident Repots (PIR)s. Network Operations Acceptance of PSN Sites into operations. Provide support and coaching to the NOCC team. NOCC Reporting Requirements (Daily NOCC, WORM, Monthly Operations). Act as Critical Communications NOCC Manager when required, fulfilling the role and responsibilities in accordance with the respective position description. Undertake the function of Critical Incident Manager during a Critical Incident or an emergency event impacting the PSN. Responsible for monitoring and supervising changes to process and network elements, evaluating risks to the integrity of the live operating environment and ensure effective control and treatment of the risk to the availability, performance and compliance of the network. Support from a NOCC perspective, change management assessments. Let’s hear about you Post‑qualification experience in an operational or technical environment with experience of IT/ Telecommunications / NOC Network Management/ P25 Radio. Degree level qualification in Electronic/Electrical Engineering/Telecommunications Engineering/Computer Engineering, Business Management preferred or an ability to demonstrate knowledge to an equivalent level. ITIL Foundations Certificate at minimum. 5+ years’ experience in a Leadership role Telco or IT Operations Role. 5+ years’ experience working with IT Service Principles and frameworks including ITIL, process tools (ServiceNow) and best practice methods. Proven ability to develop and mature Incident Management and Problem Management processes to reduce repeat faults, reduce fault numbers and reduce Incident MTTR. Strong leadership skills to drive internal stakeholders with the ability to work unsupervised and see tasks through to completion without regular follow up. This position requires privileged access to essential systems and must only perform work from controlled environments. Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment. Benefits & Culture At BAI, we value diversity and welcome applications from Aboriginal and Torres Strait Islander peoples, culturally diverse communities, people with disability, and LGBTQIA+ individuals. Guided by our principles—One BAI Team, Customer First, Adapt and Learn, and Drive Sustainable Growth—we create an environment where you can thrive. Inclusive culture supported by a DEI strategy, Champion Network, Diversity Council membership, and regular events. Strong focus on development with a performance framework and LinkedIn Learning access. Flexible work options, gender‑neutral parental leave, study and volunteer leave. Comprehensive wellbeing support including insurance, EAP, and health checks. Recognition programs for high performance and peer appreciation. Corporate discounts and novated leasing via SG Fleet. A referral program that reflects our positive culture. BAI is committed to inclusive recruitment. If you need adjustments or alternative application options, please contact recruitment(at)baicommunications.com. Want to learn more? Hit apply now #OneBAIteam #CustomerFirst #DriveGrowth #Adapt&Learn #LI-BAI #Hiring #baipeople Thank you for your interest in joining our team. We will review applications from mid‑January following the holiday break and advise you of your application status shortly thereafter. We appreciate your patience during this festive season. Agencies, please note: All BAI vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will contact our preferred agency partners. Thank you. #J-18808-Ljbffr