Network Assurance Specialist

1 week ago

Melbourne, Victoria, Australia Symbio Full time
Role Overview

Symbio is a leading software company revolutionizing the way the world communicates. Our cutting-edge platform delivers a comprehensive communication stack, encompassing carrier infrastructure and enterprise collaboration across multiple Asia-Pacific regions.

We are part of the Aussie Broadband Group - a rapidly expanding technology services provider with a significant market presence. Listed on the Australian Stock Exchange (ASX: ABB), our Group collectively supplies over 1 million services, operates two Tier 1 voice providers in Australia, and owns fibre infrastructure.

About the Role

As a key member of our global Network Operations team, you will be responsible for managing, monitoring, and controlling one or more networks to ensure optimal performance across diverse platforms, mediums, and communication channels. Your primary duties include managing network traffic, performing critical network operations, and maintaining seamless connectivity.

Your role involves proactively maintaining network performance by continuously monitoring and managing network elements. You will utilize network management and incident ticket systems to address service assurance incidents, ensuring service levels are consistently met. Key responsibilities include responding to Quality of Service breaches through alarms or customer tickets, adjusting call routing to cost-effective alternatives, and collaborating with vendors and carriers to restore performance to benchmark standards.

You will engage and communicate effectively with Symbio's Domestic, International, and Southeast Asia customers, as well as work closely with third-party suppliers and carriers.

Impact of this Role

As the primary contact for incident and outage management, you will uphold the Symbio brand reputation by handling incidents from start to finish in line with ITIL best practices and service level agreements. Your work will play a vital role in delivering an exceptional customer experience, acting as a single point of support to minimize service downtime.

What We're Looking For
  • A minimum of 3 years of experience in domestic and/or international voice and data traffic routing, service management, and performance monitoring
  • Telecommunications certification is an asset
  • Proficiency in core network management and operational support systems
  • Strong analytical skills in voice network signaling and call handling functions (e.g., C5, C7, ISDN, H323, SIP)
  • In-depth knowledge of telecommunications products and services, including Voice Carriage, SIP/RTP, Mobile, Fax/Landline, Data services, and Billing
  • Excellent customer service skills, with a professional phone manner and clear written communication
  • Understanding of customer service principles and practices
  • Proactive with a positive, can-do attitude and a strong customer-focused approach
  • Experience with IP networks and related DCN management/analysis systems
  • Able to manage multiple tasks and prioritize effectively, making sound decisions under pressure
  • Skilled at translating complex technical problems into clear, logical explanations
  • Adherence to planned work and incident management processes and procedures
  • Dedicated to meeting customer expectations and delivering quality service experiences
  • Logical and methodical in fault localization and problem-solving
  • Aware of the commercial impact of decisions on stakeholders and the business
  • Collaborative team player who is proactive and focused on achieving results
Working at Symbio

We strive for a healthy, inclusive, and flexible workplace. We foster diversity, continuous learning in the latest technology and thinking. Innovative benefits include parental leave for mums and dads, remote working, and a comfortable, fun work environment with social events, pool tables, and a fully stocked bar.

Estimated Salary

$80,000 - $120,000 per annum, depending on experience

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