Major Incident Manager

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
We are on the look out for hands on professionals to step into the role of Major Incident Manager. The role reports to the Associate Director of Major Incident Management and is a key role aligned with ITIL best practice for Incident Management. This position works closely with other ITIL processes such as Configuration, Change, Problem, Service Level, and Availability Management to ensure a cohesive approach to managing service disruptions.
The role operates within a 24x7 rotating roster as part of the Major Incident Management team in our Optus Network Operations Centre in Sydney. The primary responsibility of the role is to restore network services to normal operation as quickly as possible during high severity incidents, minimising adverse impacts on customers. The role also coordinates the day-to-day operational activities within the Optus Command Centre related to managing and resolving critical network incidents, ensuring service quality and availability are maintained at the highest levels.
**Location**: 100% on site at Macquarie Park, Sydney
**Work Pattern**: Rotating shift roster, including morning, afternoon and night
**Application Closing Date**: 27th July 2025
The day to day
Lead and manage high-impact incidents to restore service quickly and minimise disruption to customers and business operations.
Act as the central point of contact for major incident communication, including handling customer issues and stakeholder engagement across business units.
Provide clear, timely, and audience-appropriate updates on major network incidents to internal business partners.
Coordinate field resources to support rapid service restoration and maintain outstanding customer experience.
Supervise and influence KPIs, analyse incident trends, and generate reports to support continuous improvement of incident management processes.
Drive and support the implementation of service management best practices across networks.
Build strong working relationships with senior leaders and ensure collaboration between the Command Centre and customer-facing units.
**Why you are our next Major Incident Manager**:
Extensive experience in Networks or Telecommunications with deep understanding of the ITIL framework and a current ITIL Foundation Certificate.
Proven leadership in managing internal and outsourced teams, with strong organisational and cross-functional coordination skills.
Superb communication abilities—written, verbal, and presentation—confident in engaging stakeholders at all organisational levels.
Strong relationship-building skills with a collaborative approach, capable of leading diverse teams and managing customer expectations.
Highly customer centric, with a commitment to quality, continuous improvement, and process consistency.
Comfortable with change, adaptable, and diligent, with experience using online Incident/Problem Management tools.
What’s in it for you?
Supportive team and office environment, with vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon, or paid secure parking facilities available
Inclusive paid parental leave, up to 16 weeks for the primary care giver.
Competitive leave including 2 additional 'Connected Leave' days.
All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’.
Own your own growth by accessing an extensive online and facilitator led learning catalogue.
**Connect at work through our employee-led volunteer groups**: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit
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