Technical Expert

Employment Type

Permanent

Closing Date

4 Sept 2024 11:59pm

Job Title

Technical Expert

Job Summary

Job Description

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 Role

As a Technical Expert, you’ll use your investigative skills to diagnose complex issues and lead the improvement program to ensure a positive experience for our customer Viasat. You will own the customer centricity to support service management to meet customer SLA's. You’ll collaborate with your team and stakeholders to ensure the smooth operation of our networks and infrastructure ,delivering value to our customers.

This role requires you to be onsite at our Global Operations Centre (GOC) in Clayton, VIC.

Key Responsibilities:

- Assist Network Lead to implement a new Direct to Resolver operational customer and incident management technical service desk for real time support.
- Ensure the incident management process enables Incident Management Operation (IMO) to meet OLA’s, SLA’s and contractual obligations are achieved for customers. Any gaps are to have an improvement plan’s with TPO owner, network engineering, business owners or IMO improvement teams under the direction of Network Lead.
- Lead all technical and complex incidents that require technical expert analysis to ensure restoration of services within SLA.
- Ensure staff have the training and skills to support a Direct to Resolver model and serve our customers 24x7.
- Develop all training materials and system access required. This includes a training program that is sustainable and simplifies our onboarding of staff. This program is to be approved by Network Lead.
- Ability to support both technical and stakeholder incident management bridges, and communication briefs. It is important to remove technical jargon to simple customer communication.
- Identify business improvement opportunities with Network Lead to support business and customer outcomes. Improvement plans to be communicated relevant stakeholders and shared.
- Build key stakeholder relationships with stakeholders across DevOps, engineering chapters, business owners and become a trusted advisor for end-to-end process.

Essential:

- A passion for people development through coaching.
- Technical Experience in core telecommunications network technologies.
- Network operations experience (Incident management)
- Ability to manage complex Contracts and requirements

Highly desirable:

- Have a relevant tertiary technical qualification (ie: Associate Diploma or higher) or equivalent experience in transmission technologies DWDM
- Customer facing experience in network operations.
- Previous experience as a Customer advocate/ Service Management role
- Ability to use Virtual Operator and explore automation opportunities.
- Ability to scope and define and build process flows

Our perks & benefits:

- Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work.
- 16 weeks paid parental leave for primary and secondary carers.
- Professional development program.
- An epic (free) Telstra mobile phone plan.
- Laptop/Device allowance renewed every 2 years.
- Purchased Annual Leave scheme.
- Discounted Telstra products and services.