About the Role
We are seeking a highly skilled network professional to join our Operations Command Centre team. This is an exciting opportunity for a motivated individual to take on a challenging role and contribute to the success of our business.
The successful candidate will be responsible for monitoring, logging, diagnosing, enriching, managing and resolving all tickets during their shift period. They will also be responsible for meeting all KPI/OLA and service level requirements.
* Managing the resolution of Incidents across the full range of supported services, specialising in IP and Transmission technologies, this includes prioritization, communication, escalation, analysis, and review.
* A forensic approach to event monitoring and incident management and a deep understanding of security operations and process.
* Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements by the prioritization, allocation, progression, resourcing, and appropriate escalation of operational tasks.
* Constantly monitoring for attacks and intrusions (physical/logical) on Vocus networks.
* Maintain existing documentation, fault management and change management standards.
* Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR's and departmental objectives.
* Perform the role of Major Incident Controller during Major Service Outages, acting as the first point of escalation for operational issues and defining, communicating, and implementing escalation plans and fix strategies to restore service to meet service level targets.
* Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and support strategic vision.
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About You
We are looking for a candidate with a strong background in telecommunications and IT. The ideal candidate will have experience working in a Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation.
* Minimum of 3 years' experience within a telecom's operational environment with an excellent understanding of I.T, broadband internet, telecoms and transmission, cloud & I.P.
* Prior knowledge or experience in transmission and service provider IP/MPLS networks.
* Deep understanding of MPLS, VPLS, VLANs, BGPs, DWDM, OTN, ROADM, EoSDH technologies within the telecom environment.
* Experience working in a Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation.
* Ability to work under own initiative and effectively manage customer and inter-departmental relationships.
* Awareness of ISO27001, ISO9001, ISO20000.
* Ability to prioritize workload in a complex networking environment.
* Experience using Lean/Six Sigma tools and methodologies (an advantage).
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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 benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more.
* 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.