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Technical Expert

2 months ago

Australia Telstra Corporation Full time
Job Summary

This role is to ensure our customers come first. You will need to be able to provide real-time incident management best practices for Voice and Inter carrier transport technologies. You will provide a focus on responding, troubleshooting, and restoring both customer and network incidents.

An excellent opportunity has become available for a highly motivated and passionate Voice Technical Expert to join the Incident Management Operations Team.

The Opportunity

The role focuses on our customer and ensuring they come first. You will provide a focus on responding, troubleshooting, and restoring both customer and network incidents. This role will be great for someone who has strong problem management skills. You'll be on a rotating roster based onsite at the company's headquarters.

Key Responsibilities
  • Respond and restore incidents for all aspects of the Voice Network to meet Service and Operational Level Agreements and team KPI's.
  • Ensure process compliance for respond and restore activities.
  • Liaise with technical experts, field workforce, level 3, level 4 support and/or Major Incident Management to facilitate incident restoration.
  • Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes.
  • Your role will be about driving towards restoration of customer impacting network faults within prescribed Service Level agreements.
  • You will be working collaboratively with a range of company technological groups in order to resolve network faults.
Requirements
  • At least 5 years' experience working as Network Engineer or similar role in the IT industry.
Mandatory Skills
  • Knowledge of carrier and enterprise voice services including SIP, TDM, and 3GPP.
  • High level understanding of voice networks, routing, infrastructure, and protocols.
  • Significant voice incident management experience, including protocol, packet, and IP/transmission analysis.
  • Experience in an operations (infrastructure monitoring) environment, able to effectively work through high pressure and complex situations.
  • Strong Operations process knowledge – Incident Management, Problem Management, Change Management.
  • Strong customer and stakeholder management, networking/relationship building skills.
  • Experience in framing up and delivering improvement initiatives and realising business benefit.
  • Available to work in a shift environment.
Highly Desired Skills
  • SSCA Certification.
  • CCNA / JNCIA or higher.
  • Ribbon / Genband / Metaswitch experience.
  • Understanding of Microsoft / Genesys enterprise voice solutions / certifications.
  • Evidenced technical writing/documentation/knowledge sharing skills.