Occ Shift Team Leader

7 months ago

Melbourne, Australia VOCUS Full time

24/7, 365 days rotating shift roster - shift loadings & allowances
- Opportunity to join a dynamic, growing Service Operations Command Centre team
- Thrive in a company with a great working culture and great leaders

** MUST BE AN AUSTRALIAN CITIZEN AS YOU WILL NEED TO BE ELIGIBLE TO GAIN A GOVERNMENT SECURITY CLEARANCE - NV1 **

**YOU MUST BE COMFORTABLE WITH WORKING 24/7, 365 DAYS A YEAR SHIFT ROSTER **

Full-time, permanent opportunity for a skilled OCC Shift Team Leader to join the Service Operations team, based on-site in our Melbourne Command Centre.

We are a business who is crazy about customers. We use disruptive thinking every day to ensure that we are capturing every opportunity to deliver the ultimate experience to our customers and people. We empower our people to
**Do it. Own it. Love it** and that’s why they choose to work for us. Here, it’s never just a job - We care about what we do and the impact we have, and that’s what connects us.

Whoever you are, you'll fit right into our team of 1,400 different personalities. We’ll support you to be the best you can be here at Vocus and at home.

**What’s the opportunity?**

The Operations Command Centre (OCC) team is accountable for the operations, assurance and maintenance of the Vocus Network It is also accountable for all wholesale and retail service provider customer interactions from a service support perspective and is the owner of the customer experience on Vocus technologies.

The OCC Shift Team Leader will be accountable for leadership of a shift team of Network Engineers to ensure the effective delivery of operational tasks during the shift period; in addition, they will be responsible for meeting all KPI/OLA and service level requirements.

**Here’s a typical day in your**
**life.**

**Incident Management**:

- Monitor various ticket queues to ensure tickets have not breached.
- Ensure tickets are responded to in a timely fashion.
- Point of escalation for management.

**People Skills**:

- Leading your team on the journey to a center of excellence.
- Uplifting Vocus Customer Experience.
- Ensuring team abide by company values.

**Training and Development**:

- Provide leadership, coaching and issue resolution.
- Performance Management.
- Review training material, documentation and processes improvement.

**Duties & Responsibilities**:

- Manage the resolution of Incidents across the full range of supported services. This includes prioritization, communication, escalation, analysis and review.
- Manage the resolution of Incidents across the full range of supported services. This includes prioritization, communication, escalation, analysis and review.
- 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 by the prioritisation, allocation, progression, resourcing and appropriate escalation of operational tasks.
- Assist in the development of shift team members and by providing formal input to regular performance reviews, performing on the job coaching and implementing training and development plans and activities.
- Maintain existing documentation, fault management and change management standards and maintain compliance on mandatory learning modules.
- Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR’s and departmental objectives.
- Assist the Major Incident Manager 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.
- Tactically manage shift resourcing to meet operational performance standards, documenting sickness, leave, training and absence of shift team associates.
- Maintain shift team discipline, morale and resolve dysfunctional behaviour by proactively monitoring performance and escalating issues to the management team.
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and provide team with strategic vision.

**What you’ll bring to the role**:

- Experience within a telecoms operational environment with a general understanding of I.T, broadband internet, router, switches and optical transmission system.
- Deep understanding of MPLS, VPLS, VLANs, BGPs, DWDM, OTN,ROADM, EoSDH technologies in the telecom environment
- Experience working in Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation.
- A high level of initiative and the ability to effectively manage customer and inter-departmental relationships.
- Awareness of ISO27001, ISO9001, ISO20000

**The extra stuff we know you want to know.**

***
We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practice work

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