Nocc Deputy Manager

3 weeks ago

Sydney Olympic Park, Australia BAI Communications Full time

**NOCC Deputy Manager (2IC)** **-** **(**24000009**)**

**Description**

**IMPACT thrives here**

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 Government Radio 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.

**ABOUT THE ROLE**
The NOCC Deputy Manager (2IC to NOCC Manager) will support the NOCC Manager in providing direction and leadership to the Network Operations & Control Centre (NOCC) operational activities for the Public Safety Network (PSN) and Paging Network to meet contractual responses and SLA requirements.

You will manage the Duty Manager team, as well as Jeopardy management of open cases, operational oversight of live change cases and maintaining the integrity of all the Managed Public Safety Network (PSN) and Paging services, working with the broader Critical Comms team to provide the highest network availability possible at all times.

**Key Responsibilities**:

- Manage the Day to Day NOCC Operations and a team of Duty Managers and NOCC Operators (20)
- End to end Emergency / Critical Incident and jeopardy Management
- Directly liaise with Emergency Service Organisation (ESO’s) and Agency customers as required to resolve any faults or issues.
- Escalation and Emergency Contact duties.
- Authority to make decisions in relation to all Critical, Major, Emergency type Incidents and Events.
- Operational customer meetings
- Roster Management
- Support Vendor Manager with managing Third Party vendor and supplier relationships and governance
- Management of Incident, Problem and Change cases.
- Provide Post Incident Review (PIR) information and reports as required.
- Operations Acceptance for NOCC services (New sites, Upgrades, New products and services)
- Identify and provide solutions for inefficiencies in current workflows and systems. Write, Develop, Review processes and work instructions as required.
- Report and Manage Risks.
- Create professional timely reports for stakeholders and senior leaders as required.

**ABOUT YOU**
- Degree level qualification in Electronic/Electrical Engineering/Telecommunications Engineering/Computer Engineering, Business Management preferred or an ability to demonstrate knowledge to an equivalent level.
- Ability to analyse complex data
- 5+ years’ experience in a Leadership role Telco or IT Operations Role.
- 5 + years’ experience working with IT Service Principles and frame works including ITIL, process tools (Service Now) and best practice methods.
- Strong Leadership skills to drive internal stakeholders with the ability to work unsupervised and see tasks through to completion without regular follow up.
- Ability to articulate a firm direction together with proven skills in vision, imagination and strong leadership.
- Aptitude and willingness to spend time with customers on a regular basis and to communicate effectively at all levels within the customer organisation
- Proven ability to develop and mature Incident Management and Problem Management processes to reduce repeat faults, reduce fault numbers and reduce Incident MTTR.
- Experience of ISO27001 is desirable
- Excellent oral communication skills, writing and presentation skills.
- Ability to work under pressure and manage multiple priorities.
- Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment

**BENEFITS & CULTURE**

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 even

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