Network Support Specialist Lead

**About Megaport**

We're not your typical tech company - and we don't want to be. Megaport is the global leader in Network as a Service (NaaS), and has transformed the way businesses connect to the cloud, data centers, and each other. We're publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun.

**Our Team Culture**

We're a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here - collaboration beats hierarchy, curiosity fuels our growth, and everyone's voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do.

**Your Role**

This role reports to the Network Support Services Manager and acts as second-in-charge in their absence. It is responsible for leading and supporting a global team of Network Operations Specialists to ensure business-as-usual (BAU) activities are delivered to a high standard. Operating within a 24x7x365 follow-the-sun model, the team's mission is to maximise network uptime through proactive monitoring, rapid incident resolution, and effective change execution.

The role plays a key part in coordinating technical responses, driving cross-functional collaboration to resolve customer-impacting issues, and providing clear visibility into the state of Megaport's global production network. It also acts as an escalation point for the Customer Support team and contributes to the ongoing training and enablement of frontline staff. A strong focus on continuous improvement is essential, with the role expected to identify and close operational gaps, refine interdepartmental workflows, and enhance overall service delivery. Oversight of vendor relationships and ensuring the performance of BAU operations are also core to success in this role.

**What You'll Be Doing**:

- Supervise daily operations of the Network Support Services (NSS) team, providing technical leadership and guidance.
- Provide documentation and knowledge sharing to uplift team capability.
- Monitor OSS/BSS systems to assess network state and respond proactively.
- Identify recurring issues and work with engineering and suppliers on solutions.
- Collaborate with internal teams to address feedback and improve service.
- Close process and documentation gaps through corrective actions.
- Manage supplier performance to drive network outcomes.
- Lead network incident management by:

- Coordinating with the Customer Support Services Technical Supervisor.
- Driving response, communications, and stakeholder updates.
- Producing internal incident reports.
- Monitor Megaport's global network and resolve events to maintain uptime.
- Support internal teams and assist with escalated customer issues.
- Plan and implement network changes with Engineering and suppliers.
- Maintain technical relationships with vendors and oversee remote work.
- Communicate incidents clearly to internal and external stakeholders.
- Troubleshoot network, portal, and account issues using diagnostic tools.
- Analyse operational data to identify trends and opportunities.
- Meet operations KPIs and log all work in OSS/BSS systems.
- Participate in on-call rotation to support 24/7 global coverage.
- Cover NSS shift work during team leave or absence.

**What We Are Looking For**:

- Proven experience in a technical leadership role within a network operations or engineering environment.
- Solid understanding of core networking and software fundamentals.
- Strong problem-solving skills with the ability to tackle complex technical issues.
- A passion for network operations and technology, with a customer-first mindset.
- Industry certifications (CCNA, JNCIA) and hands-on experience with network incidents or infrastructure.
- Experience defining scope and driving process improvement initiatives.
- A proactive, innovative approach to problem-solving and incident management.
- Knowledge of fibre optic networks and their operational challenges.
- Confident communicator, able to bridge technical and non-technical stakeholders.
- Detail-oriented with strong documentation habits and organisational skills
- Self-starter with a strong work ethic, capable of working independently or across a distributed global team.
- Experience with scripting or coding (highly regarded but not essential).

**What We Offer**:

- Flexible working environment - a remote-first culture with coworking options available
- Generous leave plans - including, parental leave, birthday leave, and a purchased annual leave program
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