Operations Command Centre

Operations Command Centre - Network Engineer Tier 2 452 Flinders St, Melbourne VIC 3000, Australia Req #2135
Tuesday, 29 October 2024
Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us
About the Role
The ideal candidate for these roles should possess a strong commitment to high customer service and demonstrate the following behaviours and values:
Proactive and detail-oriented, effectively managing and communicating incidents and changes within the Customer's ITSM tool. Collaborative, working seamlessly with both Vocus OCC and the CRM team to resolve issues and implement changes efficiently. Responsive, providing timely updates and reports to the Customer and attending all necessary meetings and forums. Integrity and reliability, handling sensitive information and maintaining clear, accurate records. Adaptable and open to feedback, continuously improving their approach to meeting the Customer's needs and expectations. This position will require the successful applicant to work in the office at 452 Flinders Street full-time.
Australian Citizenship is mandatory as part of the criteria for NV1 clearance. You must fit all the criteria to be eligible for NV1 clearance.
Need to be able to work rotating roster of 7am, 9am and 3pm Monday to Friday.
The role could move to a shift role in the future where a Saturday shift could be included. We will review in Phase 2.
Your key responsibilities in this role will include, but are not limited to:
Managing the resolution of Incidents across the full range of supported services, specializing in IP and Transmission technologies, including prioritization, communication, escalation, analysis, and review. A forensic approach to event monitoring and incident management and a deep understanding of security operations and process. Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements. Constantly monitor for attacks and intrusions (physical/logical) on Vocus networks. Maintain existing documentation, fault management, and change management standards. Create reports and provide commentary on operational progress/reports for staffing, network performance, PIRs, and departmental objectives. Perform the role of Major Incident Controller during Major Service Outages, acting as the first point of escalation for operational issues and defining, communicating, and implementing escalation plans and fix strategies to restore service. Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Heimdall Incident Management Responsibilities:
Obtain ESC clearance from the Customer. Use the Swivel Chair approach for incidents impacting Customer service, entering them into the Customer's ITSM tool (Service-now). Manage priority incidents in the Customer ITSM tool, collaborating with Vocus OCC. Provide updates on incidents via the Customer ITSM tool. Attend bridge calls and incident management forums set up by the Customer. Complete Post-Incident Review (PIR) tasks and monthly incident reports, along with any ad hoc reports requested by the Customer. Assist the CRM team with problem tasks in collaboration with the Vocus Problem Manager. Change Management Responsibilities:
Obtain ESC clearance from the Customer. Use the Swivel Chair approach for changes impacting Customer service, entering them into the Customer's ITSM tool (Service-now). Manage changes in the Customer ITSM tool, including raising, implementing, and closing them. Communicate changes affecting Vocus services to Vocus Change Management. Attend Customer CAB meetings twice weekly and any other change-related forums as needed. Complete monthly change reports and any ad hoc reports requested by the Customer. OCC Responsibilities:
Manage the resolution of incidents across IP, Transmission, and Voice technologies. Use a forensic approach for event monitoring and incident management. Ensure effective completion of proactive and reactive operational tasks by the shift team. Continuously monitor for physical and logical attacks on Vocus networks. Maintain documentation and standards for fault and change management. Create and provide reports on operational progress, network performance, and departmental objectives. Act as Major Incident Controller during major outages. Promote a collaborative, trust-based environment. About You
Deep knowledge of a telecom's operational environment with a general understanding of I.T, broadband internet, telecoms desirable. Experience working in Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation. Ability to work under own initiative and effectively manage customer and inter-departmental relationships. Awareness of ISO27001, ISO9001, ISO20000. Ability to prioritize workload in a complex networking environment. Minimum 3 years' experience in the Telecommunications industry or related field. Industry standard training in Cisco, Palo Alto, Fortinet, Microsoft, Juniper, Linux, Dell – Not necessarily certified. Diverse Hardware/VM experience including Routers, Switches, Firewalls, Modems, Fibre devices, load balancers, Microsoft Hyper-V, VMWare ESXi. Network monitoring experience with PRTG, Solarwinds, Nagios, MRTG or similar. Working knowledge on carrier-grade VoIP solutions and data products. Working knowledge on voice internetworking standards such as ISDN, ISUP, SS7 etc. Exposure or working knowledge of Genband and Broadsoft voice platforms will be a huge plus. Strong understanding of VOIP related protocols, SIP, RTP, different codecs etc. Passionate, self-motivated and driven with a hunger for learning and growth. Strong communicator with a high degree of written and verbal communication skills. Strong inter-personal and collaboration skills. Results oriented with energy and passion to achieve and exceed stretching objectives. Always approaches things from the customer's perspective. Works collaboratively with all Business units. Proven ability to effectively manage fluctuating workloads. Dynamically responds to both strategic and tactical operational management requirements. Can demonstrate ability to take technical ownership of a problem or requirement. Qualifications & Education
Experience in a telecom's operational environment with an excellent understanding of I.T, broadband internet, telecoms, and transmission, cloud & I.P background. Experience working in Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation. Ability to work under own initiative and effectively manage customer and inter-departmental relationships. Experience using Lean/Six Sigma tools and methodologies an advantage. Experience in Customer Experience Management. What We Offer
Diverse and dynamic teams with a supportive and inclusive culture. Supportive career development plans with comprehensive ongoing training, support, and development opportunities. Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. Study assistance programs to excel your personal growth, learning and development. Health and wellness offerings. Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape.
Ready to take the next step?
If you like the sound of this role and think you'd do a great job, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong.
#J-18808-Ljbffr

---