Operations Engineering Lead

You will provide technical leadership to a highly specialised team of engineers responsible for delivering mission critical communication solutions to Motorola's Government and Enterprise clients. Enhance operational maturity ensuring that services are delivered seamlessly, without disruptions and in alignment with ITIL best practice.

Organisation Relations

Works closely with the Operations Manager, Service Delivery Manager, Motorola Network Operations Centre (NOCC), Customer Service Technicians, Customer Service Operators and the Support Services Field teams.

Key Responsibilities

• Provide technical leadership across of a broad range of technologies including; LAN/WAN switching and routing, APCO P25 radio systems, mobile data systems as well as Windows and Linux based operating systems administration.
• Oversee the operational health, security and maintenance of mission critical public safety systems that fall under the scope of the Operations Engineering team.
• Manage the day-to-day operational priorities and activities of the operations engineering team.
• Act as a technical escalation point for Network Operations Control Centre (NOCC) staff, Field and Operations Engineers requiring technical assistance.
• Proactively identify any systemic issues that may have operational or customer impact and drive resolution in accordance with the ITIL framework.
• Maintain and enhance the accuracy and completeness of technical, procedural, and as-built documentation.
• Promote and ensure compliance with ITIL service management processes and procedures.
• Foster a culture of continual improvement by implementing and encouraging the use of best practices, identifying areas for improvement, and providing opportunities for professional development and training for team members.
• Collaborate with other teams to ensure alignment and effective service delivery, while driving high-quality operations engineering services to achieve both contractual compliance and customer satisfaction.
• Participate in service review meetings as the technical representative to provide technical insights and recommendations on the performance and quality of services provided.
• Collaborate with cross-functional teams to produce regular reports on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Participate in an on-call rotation schedule to address urgent system incidents escalated after-hours.
• Provide technical support and resourcing assistance to Systems Integrations for projects falling under the scope of the operations engineering team. Other duties as required, relevant to the Operations Engineering and support of the mission critical communication solutions to Motorola's Government and Enterprise clients in Victoria.

Education & Qualifications

Essential:

• Tertiary Qualifications in Electronics / Computer Systems Engineering or similar (Extensive industry experience will be considered as an alternative).

Highly Desirable:

• ITIL v4 Certification
• Telecommunications, Land Mobile Radio (LMR)
• Microwave Transmission Network Experience
• CISCO / Juniper networking certifications
• Microsoft / Linux certifications
• Knowledge in Crystal and SQL reporting

Desirable:

• Motorola P25 System Experience
• Network Security skills including intrusion detection devices firewalls and anti-virus
• PABX/VoIP experience
• Administration configuration, fault finding and maintenance of networks, LAN,WAN, routers, switches, servers, workstations and applications
• VMWARE administration

Professional Experience

Essential:

• Minimum 5 years' experience in an engineering or equivalent role within a managed services environment
• Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, and Service Level Management
• Demonstrated ability to lead other technical staff in completing work assignments in accordance with defined quality objectives and deadlines.
• Demonstrated ability to identify, prioritize, and resolve complex technical issues involving multiple stakeholders to strict deadlines.
• Excellent communication and presentation skills in both technical and non-technical forums
• Expert technical knowledge and experience with implementation and/or support of Microwave RF and/or multi-site communications systems.
• Experience with IT network design, planning and analysis.
• Experience with administration configuration, fault finding and maintenance of networks, LAN, WAN, routers, switches, servers, workstations and applications.

Desirable:

• Experience with Motorola Astro P25 voice radio system.
• In depth technical experience with Aviat Microwave systems.
• Experience in a communications operations or network operations environment.
• Network security skills including intrusion detection devices firewalls and anti-virus.
• Experience with Microsoft Windows Server environments including.
• Motorola, Cisco, Juniper and VMWare experience.
• Server maintenance skills - hardware and software.
• Experience with Motorola Console and Voice Logging systems
• Project management experience
• Leadership experience