Operations Command Centre

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us

About the Role

We're seeking technically skilled professionals who thrive in dynamic environments, are passionate about delivering exceptional customer service, bring a proactive, solutions-driven mindset to every challenge, and embody the following values and behaviours:

• Proactive and Detail-Oriented: You'll manage and communicate incidents and changes using the Customer's ITSM tool with precision and accountability.
• Collaborative: You'll work closely with both the Vocus OCC and CRM teams to resolve issues and implement changes efficiently.
• Responsive: Timely updates, reports, and active participation in meetings and forums are essential.
• Reliable and Ethical: You'll handle sensitive information with integrity and maintain accurate records.
• Adaptable: You're open to feedback and committed to continuous improvement to meet evolving customer needs.

Please note* This is a full-time, on-site role based at 452 Flinders Street, Melbourne.

Australian Citizenship is mandatory to meet the criteria for NV1 clearance.

You must be able to work a rotating roster (7am, 9am, and 2pm shifts, Monday to Friday). Please note: Shift timings may vary, and the role may transition to include Saturday shifts in Phase 2.

Key Responsibilities

Your key responsibilities as a Network Engineer Tier 2 – Operations Command Centre engineer will include, but are not limited to:

Incident Management

• Resolve incidents across IP and Transmission technologies, including prioritisation, communication, escalation, and analysis.
• Apply a forensic approach to event monitoring and incident management.
• Monitor for physical and logical security threats across Vocus networks.
• Maintain documentation and standards for fault and change management.
• Support Major Incident Controller during service outage escalations and recovery strategies.
• Perform additional duties as directed by management, aligned with operational needs.

Customer Incident Management

• Obtain ESC clearance from the customer.
• Deliver an exceptional customer experience.
• Use the swivel chair approach to log incidents in the customer's ITSM tool (ServiceNow).
• Rapid incident management ticket creation and customer comms notification.
• Manage priority incidents and collaborate with Vocus OCC.
• Provide updates via the Customer's ITSM tool and attend bridge calls and forums when required.
• Support CRM team with problem tasks alongside the Vocus Problem Manager.

Change Management

• Obtain ESC clearance from the customer.
• Log and manage changes in the Customer's ITSM tool using the Swivel Chair approach.
• Communicate changes to Vocus Change Management.
• Attend Customer CAB meetings and other change-related forums.
• Deliver monthly and ad hoc change reports.

OCC Operations

• Assist the OCC with alarm/event management, incident resolution across various products including but not limited to IP, DWDM Transmission, and Voice technologies.
• Maintain high standards in documentation and process adherence.
• Foster a collaborative and innovative team environment.

What you'll bring to the role

Required Skills & Competencies

• Strong understanding of telecommunications operations, with a solid grasp of IT, broadband internet, and transmission technologies.
• Proven experience in a Service Management environment, with working knowledge of ITIL processes and certification at a minimum of ITIL Foundation level.
• Ability to work independently, managing customer relationships and collaborating effectively across departments.
• Familiarity with ISO standards including ISO27001, ISO9001, and ISO20000.
• Skilled in prioritising tasks within complex networking environments.
• Minimum of 3 years' experience in the telecommunications industry or a closely related field.

Desirable Skills & Competencies

• Industry-standard training (formal or informal) in technologies such as Cisco, Palo Alto, Fortinet, Microsoft, Juniper and Nokia.
• Hands-on experience with a range of hardware and virtual environments including routers, switches, firewalls, DWDM and fibre devices.
• Proficiency in network monitoring tools such as Nokia, NFM-P (SAM), Ciena or similar.
• Working knowledge of carrier-grade VoIP solutions and data products.
• Familiarity with voice internetworking standards and platforms such as Genband and BroadSoft.
• Strong understanding of VoIP protocols including SIP, RTP, and various codecs.
• Self-motivated and passionate about continuous learning and professional growth.
• Excellent written and verbal communication skills.
• Strong interpersonal and collaboration skills, with the ability to build positive relationships across all levels.
• Results-driven with a focus on achieving objectives within tight deadlines.
• Customer-centric mindset, with a proactive approach to identifying and solving problems.
• Ability to work cross-functionally with business units to achieve shared goals.
• Proven capability to manage fluctuating workloads and adapt to changing priorities.
• Able to take technical ownership of issues and drive them to resolution.
• Experience in change management processes including:
• Approving/rejecting change requests.
• Assessing impacts of planned events.
• Communicating with stakeholders and customers.
• Supporting planned change activities and compiling site inductions.
• Assisting with outage investigations and ensuring accurate system data entry.
• Providing handovers and maintaining professional communication throughout the change lifecycle.
• Verifying network databases post-change implementation.

Qualifications & Education

• Background in telecommunications operations with strong knowledge of IT, broadband, transmission, cloud, and IP technologies.
• ITIL Foundation certification and experience in service management environments.
• Experience with Lean/Six Sigma methodologies is advantageous.
• Exposure to customer experience management practices.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.

With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.