Technical Expert

**Employment Type **:Permanent

**Closing Date **:17 Dec 2024 11:59pm

**Job Title **:Technical Expert

**Job Summary**

**Job Description**:
**Connect with Telstra**

At every level, and in every business area, you'll have the opportunity to innovate and make a difference.

At Telstra, you'll be trusted to deliver, empowered to achieve and developed to reach your full potential. We'll give you the tools and support to have ownership and accountability over your role.

**Here’s what you can expect from us**
- Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.
- There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.
- Pay for performance. We recognise outstanding contributions through our generous incentive programs.
- Parental Leave. A gender-equal policy for parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
- Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits toward degrees and Master's programs.
- Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
- Extra perks. Receive 30% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.

**Make a difference**

As part of Global Networks & Technology, you will manage our world-class network covering Australia and connecting businesses globally. Work with leading technology and change the way we do IT to meet our critical business needs. Your work will expose you to innovative thinking, technologies and global best practice. As we grow, you'll grow, and this will extend onto building your own valuable talents and skills here with us.

**What is the focus of the role?**

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 incident and 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 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**:

- **Experience working in an 24x7 Incident Management environment.**
- Experience with Next Generation OSS and VO capabilities.
- Demonstrated ability to lead and drive to an incident to a customer outcome.
- Strong experience in Voice technologies and operations - _Highly desirable _
- Strong customer engagement skills for troubleshooting customers incidents **- **_Highly desirable _
- Strong knowledge and proven experience in IP routing, switching - _Highly desirable _

We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.

When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.