Employment Type: Permanent
Closing Date: 1 June 2026, 11:59pm
Job Title
Senior Lead
Job Summary
Step into a role where you become the driving force behind exceptional customer experiences. In this fast‐paced, always‐on environment, you'll lead the charge across our IP network services, keeping Australia connected when it matters most. You'll pivot with purpose, dive into real‐time challenges, and take the lead on responding to, troubleshooting, and restoring both customer and network incidents. Your superpower is turning complex problems into swift, seamless solutions. You'll champion operational excellence, smashing SLA/OLA targets and making every interaction effortless for our customers.
Key Responsibilities
* Own the incident management process to ensure OLA's, SLA's and contractual obligations are achieved for customers.
* Identify and document gaps, developing improvement plans with TPO owner, network engineering, business owners or IPO improvement teams.
* Support both technical and stakeholder incident management, bridging communication between parties and ensuring clear briefings.
* Translate technical findings into simple customer communication.
* Identify business improvement opportunities to support business and customer outcomes.
* Lead and contribute to the flow‐to‐work model in network transmission technologies, prioritising development and training programs for staff.
* Develop insights into operational business processes in the designated business area and pivot as needed.
* Be available to support a 24x7 team to reduce MTTR and customer impact when required.
* Provide updates on incident progress to stakeholders and senior management within agreed timeframes.
Qualifications and Experience
* Minimum 5 years in Incident Management with technical experience in IP Networking.
* Experience managing teams in a 24x7 Incident Management environment.
* Demonstrated strong skills in developing and maintaining positive stakeholder relationships.
* Ability to identify and develop strategies to resolve technical or process deficiencies.
* Demonstrated lateral thinking and analytical problem‐solving skills.
* Good understanding of the ITIL Framework as applied to Incident Management.
* Leadership and coordination skills capable of managing multiple incidents across all severities in a high‐pressure, dynamic, real‐time environment.
Desired (but not mandatory)
* Coaching experience in Business Process Management (BPM) Telecom, IT & Commercial/Leadership skills through formal qualifications.
* Leading agile teams.
* Software Development experience.
* Knowledge of Cisco, Juniper, F5, Radware, Check Point and other Data Centre technology vendors, routing and network switching.
Perks & Benefits
* 16 weeks paid parental leave for primary and secondary carers.
* Professional development program.
* Free Telstra mobile phone plan.
* Laptop/Device allowance renewed every 2 years.
* Annual leave scheme.
* Discounted Telstra products and services.
Additional Information
If you require accessibility support or adjustments during the recruitment process, please send an email to .
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