Duty Manager

Posted Monday 16 June 2025 at 2:00 pm | Expires Sunday 6 July 2025 at 1:59 pm

WHY BAI COMMUNICATIONS

At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone.

Our critical communications team actively protect our sites and keep services on air. We work alongside authorities, to operate the NSW Public Safety Network and provide life-line communications to NSW Telco Authority emergency service providers who manage public safety.

We are incredibly proud by the commitment, hard work and leadership our people show every day. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike.

During times of crisis, such as bushfire or cyclone season, our people travel from around the country to support this critical work. We care for our People. We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation.

LET'S EXPLORE THE ROLE

The Duty Manager is a key role within the Network Operation Control & Communication (NOCC) centre, responsible for the operational management of the multi-agency user wide area Public Safety Network from the NOCC, 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 Duty Manager will operate as the Incident Manager for all incidents occurring whilst on duty and carry the necessary delegated authority to mobilise and direct the business and contractor resources required to manage and resolve incidents, escalating to on call senior management as required. They will own oversight of processes and work instructions used with the Level 1 team within the NOCC, working with the broader Critical Comms team to ensure case note quality, consistency, and timeliness of all NOCC activities.

Key Responsibilities:

• Lead a team of NOCC Operators, managing workload and priorities.
• Responsible for Operations and Maintenance of all the Network associated services and systems.
• Effective management of all live Incident, Problem and Change Management cases.
• Jeopardy Management to ensure SLA's do not breach.
  Taking appropriate action to mitigate any contractual rebate points and where possible earn credit points.
• Proactive Event Management and Incident response to prevent Service Availability Interruptions.
• Raise and maintain the quality of standards ensuring accurate fault reporting and consistent ticket commentary in all tickets.
• Delegated Authority to make decisions in relation to all Critical, Major, Emergency type Incidents and Events.
• Escalation and Emergency Contact duties.
• Directly liaise with Emergency Service Organisation (ESO's) and Agency customers as required to resolve any faults or issues.
• Manage all service outages and faults with relevant vendors/third parties.
• Facilitate On the Job Training to upskill staff and increase capability.

LET'S HEAR ABOUT YOU

• Post-qualification experience in an operational or technical environment with experience of IT/ Telecommunications / NOC Network Management/ P25 Radio Telecommunications
• Ability to analyse complex data
• ITIL IT – Service Management
• Leadership Management
• 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.
• Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment

BENEFITS & CULTURE

At BAI, we embrace difference, and we welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability and members of the LGBTQIA+ community.

We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.

Some of the reasons you should consider working with us include:

• Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events.

• A Gender Pay Gap of 3.7% (median total remuneration)

• A focus on personal and professional development with an established performance framework and access to LinkedIn Learning.

• Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.

• A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks

• Rewarding high performance through a Performance Recognition Scheme and peer recognition program

• Access to a number of corporate rates and discounts and Novated Car Leases through SG Fleet

• We love that many of our new hires find their way to us via our Referral Program. This speaks volumes about our culture; and the employee compensation is just a great by-product

BAI Communications is a workplace where everyone can feel a sense of inclusion and belonging. If we can better support you to overcome any barriers during the selection process, including adjustments to the recruitment process or an alternative application pathway please contact recruitment

Want to learn more? Hit apply now

#OneBAIteam #CustomerFirst #DriveGrowth #Adapt&Learn #LI-BAI #Hiring #baipeople

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.