Technical Expert

Employment Type

Permanent

Closing Date

29 Aug 2024 11:59pm

Job Title

Technical Expert - Voice

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 GOC in Melbourne.

Job Description

Who We Are

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

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 GOC in Melbourne.

Your key responsibilities and major tasks include, but are not limited to:

- 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 Telstra technological groups in order to resolve network faults.

Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

- At least 5 years’ experience working as Network Engineer or similar role in IT industry

Mandatory:

- 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:

- 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
- When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive._