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City Infrastructure Resilience Expert

1 month ago

Melbourne, Victoria, Australia Transurban Full time

We're seeking a skilled professional to join our team as a City Infrastructure Resilience Expert. This exciting opportunity will allow you to contribute to the creation of city-sized solutions that improve transportation challenges and enhance urban life.

About the Role

This role is ideal for an experienced individual who provides incident response and technology support for our Contact Centre and Tag Management teams. You'll be responsible for ensuring quick recovery from outages, maintaining advanced knowledge of products and processes, and collaborating with a dynamic team to achieve seamless service delivery.

In this position, you'll have the opportunity to work closely with various stakeholders, including our outsourced provider in Manila and 3rd parties, to ensure effective communication and stakeholder responses during outages and incidents.

You'll also play a crucial role in supporting disaster recovery and business continuity planning, which will enable us to maintain service delivery during disruptions.

Main Responsibilities
  • Incident Response and Support: Provide efficient incident response and technology support for channels handled by our outsourced provider and 3rd parties.
  • Communication Coordination: Coordinate communication and manage stakeholder responses for outages and incidents, ensuring smooth call centre operations.
  • Disaster Recovery and Business Continuity: Support disaster recovery and business continuity planning to maintain service delivery during disruptions.
  • IVR Call Flows: Regularly review, maintain, and recommend updates to IVR call flows.
  • Business Unit Communication: Coordinate communication between business units and the outsourced provider.
  • Contact Centre Onboarding Access: Act as the SME for contact centre onboarding access.
Requirements
  • Experience: Proven experience in supporting incidents within the customer space or business continuity processes.
  • Operations Experience: Operations experience in a similar role in a customer service or call centre environment.
  • Communication Skills: Great communication and interpersonal skills – confident in interacting with diverse stakeholders at all levels.
  • Data Analysis: Ability to select appropriate data, interpret information, and summarise to business implications and conclusions.
  • Technical Skills: Intermediate knowledge of Excel, Visio; Word proficiency preferred.
  • Problem-Solving Skills: Well-developed problem-solving skills and ability to think under pressure.
Benefits

As a City Infrastructure Resilience Expert, you'll enjoy a range of benefits, including flexible working options, generous paid parental leave, learning and development opportunities, health and wellbeing support, share offers and insurance benefits, social activities, community give-back programs, and paid volunteer days.

Estimated Salary: $90,000 - $110,000 per annum