Technical Expert
1 month ago
Employment Type
Permanent
Closing Date
13 Jan 2023 11:59pm
Job Title
Technical Expert
Job Summary
**Job Description**:
We are seeking a Technical Expert who will be accountable for the end-to-end support for our Triple Zero emergency services.
- Work schedule: 24/7 role, rotating roster_
We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you
ABOUT THE TEAM
Role snapshot
As a Technical Expert for Triple Zero emergency services, you will play a key role in supporting end to end Triple Zero and will contribute to the success of the Wireless & UC team. Solutions developed will contribute towards an always on and always available service for Telstra.
- Key components of your role include:_
- Providing dedicated E2E operational support 24/7 that includes alarm monitoring, detection, response, and prompt action when Triple Zero issues arise
- Providing a single point of Telstra internal contact for the Triple Zero Answer Points (i.e., call centres), TUSOPA contract team, Regulatory Affairs and Telstra senior management for immediate investigation of Triple Zero incidents
- Organisational responsibility for the generation, coordination, and internal reporting of Welfare Check Call Lists
- Manage the activation of the Triple Zero Disruption Protocol as and when required
- Key internal Telstra contact point for Extreme Event call management strategies
- Coordinate with Telstra technology and Major Incident Management teams to ensure shortest possible resolution time for Triple Zero incidents
- Develop the Triple Zero “playbook” and drive continuous improvement to ensure a state-of-the-art surveillance and monitoring program for the Triple Zero service
- Support all components of an IT solution in line with functional and non-functional business requirements based on its need in the production environment end to end for Triple Zero.
- Develop solutions to give support staff visibility and address key concerns for the operations of Triple Zero
- Provide specialist expertise and consultancy in platform performance analysis and escalated fault finding and resolution
- Support transition of skills relating to deployment and release processes to operations staff to build internal capability
- Contribute to the delivery of key products/solutions aligned to customers' expectations (both performance and features) to support achievement of customer satisfaction targets
- Identification and implementation of automation initiatives that improve service reliability and increase efficiency of operability
- Facilitate the analysis of service and system performance with a view to identifying possible faults before they impact service levels
- Develop and maintain relationships with key stakeholders, including Products, Engineering and Operations
- Develop and implement programmes designed to improve operational efficiency and effectiveness. Collaborate with colleagues in the development and implementation of programmes to be implemented across the team or BU
- Support the successful delivery of Emergency Alert campaigns and information for Life-Threatening Call Trace requests, e.g., Bushfires, Flooding, Search and Rescue etc. within strict timeframes
Key experience and expertise you would bring to the role would include:
- Availability to work in a rotating shift roster 24*7
- Proven Incident Management experience
- Understanding of the Triple Zero Eco system
- Strong networking experience in a large-scale Service Provider operations centre
- Excellent working knowledge of TCP/IP, Routing and switching
- Essentially, previous experience in an Operational role
- Excellent understanding of IMS technologies and protocols (e.g., SIP)
- Broad understanding of networking and database technologies
- Cross vendor exposure to IP networking hardware and associated vendor operating systems.
- A passion for Emergency Services and helping the wider community
- Ability to display strengths in prioritisation and can remain engaged and focused under pressure
- Customer centric attitude, continuous improvement mindset, thrive in a constantly changing environment and a desire to improve or expand upon the current skills
INTERESTED?
If this position sounds like your type of challenge, please get in touch today.
We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work.
For you, that means a having career that grows with you, and working with a team powered by human connection that prioritises wellbeing and choice.
- We’re committed to building a diverse and inclusive workforce in all its forms. We encourage
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