Technical Service Manager

1 week ago

Sydney, New South Wales, Australia Macquarie Telecom Group Full time

About us
There's something special about working for Macquarie Technology Group. We're not the biggest in the industry, where you're just a number. We're not tiny enough that you've never heard of us. We're in that sweet spot where we're strong enough to punch above our weight. And we definitely do We make a difference and we're #SoUnTelco in everything we do.

If you want to make a difference, then this is the place for you

The Role


Macquarie Technology's Technical Service Centre (TSC) operates within the HUB on a 24x7x365 basis and manages and maintains Macquarie Telecom and Network Infrastructure and services, and our customers network services and products, to strict Service Level Agreements.


Your role will be to lead a group of both emerging and highly skilled Network Engineers, whilst also being a central point of coordination for business-as-usual service requests, customer related escalations, changes to the production environment and management of service fault escalations with third party service providers and vendors

:

The HUB is a collaboration of
Customer Service, Network Engineering and IT Service Management Support functions focussed on servicing inbound technical queries from our customers across all our Hosting, Voice, Data, Mobile, Billing and Management Tools products and services. The HUB is also a provider of proactive and responsive Service and Network monitoring and management

:

What you'll be doing

  • Leading a group of both emerging and highly skilled Network Engineers, whilst also being a central point of coordination for businessasusual service requests, customer related escalations, changes to the production environment and management of service fault escalations with third party service providers and vendors
  • Continuous Proactive Service and Network Monitoring
  • Technical resolutions for the issues logged by customers
  • Prioritisation of work/service requests from customers
  • Ongoing communications with both internal and external stakeholders on the progress of their service requests and incidents.
  • Coaching, mentoring, training, development, recruitment, and retention of our Network Engineering staff.
  • Escalation and management of faults with third party service providers and vendor technical support teams, driving support processes to satisfactory outcomes.
  • Participate in the 24/7 On-Call availability for Incident Management and Escalation
  • Challenge processes and procedures, identify and implement improvements to enhance the customer service experience or improve operational efficiencies

Your ideal skills & experience

  • STEM related University Degree (e.g. Engineering, Computer Science, etc.)
  • Industry based certification at Professional level (e.g. CCNP or JNCP)
  • Industry based certification at Expert level (e.g. CCIE or JNCIE)
  • ITIL V3 or V4 Foundations or above
  • 5+ years' experience leading high performing teams in customer facing environments, preferably working in TSC/SOC/Technical Contact Centres with external clients, or professional service functions
  • 10+ years' experience working with service providers or largescale enterprise networks, either directly, or from within a vendor's professional services or technical support centre

Why Us

  • You'd be joining a company that has the
    highest Net Promoter Score on the ASX, the World's best customer experience & crowned in 2020 at the World Communications Awards.
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You'll get to make an impact

:

Enjoy being part of a driven team with a collaborative culture that values decision-makers and action
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We Invest in you

:

Accelerate your career through our learning & development opportunities - think Gallup strengths-based training, defined career pathways & fantastic internal mobility opportunities across the group

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