![Telstra](https://media.trabajo.org/img/noimg.jpg)
Incident Manager
2 weeks ago
Permanent
Closing Date
8 Sept :59pm
Job Title
Incident Manager
Job Summary
As a Service Delivery Specialist, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.
Job Description:
We're Australia's leading telecommunications and technology company.
And, with a presence in more than 20 countries, we're creating a global footprint - which for you, that means incredible work opportunities and experiences to develop and grow your career.
- Global Business Services (GBS)_
Our GBS team enables Telstra to achieve a radically simplified business model, bringing together back-of-house services with high-volume service operations that were previously delivered separately throughout the company.
- The role with us_
As an Incident Manager, you will be acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction.
- What you'll do:_
- Use domain knowledge and analytical thinking to provide support in the investigation of customer-reported incidents.
- Operate within standard practices and procedures, with support/direction from more experienced team members/leaders to achieve team/project/mission and/or individual outcomes.
- Understand the system architecture deployed and integrated with multiple providers and customers.
- Coordinate and Control network changes to new networks and solutions seamlessly, with mínimal impact on the customer.
- Coordinate with all stakeholders to troubleshoot and resolve customer issues technically within provided SLA.
- What you need to succeed:_
- Have basic knowledge of SD-WAN networks.
- Qualification in Engineering or related technical degree
- Handled any sort of transmission network (Fiber Optics, Wireless, SAT, etc)
- Onsite working experience handling network integration work is an advantage
- Experience in telecom or networking customer support handling issues over Level 2 is an advantage.
- CCNA/CCNP certification will be added advantage.
Skills:_
- Implementing and troubleshooting networks and solutions
- Ability to adapt transitioning to new networks and solutions
- Negotiate and able to work with all Resolver groups for customer network issues.
- Ability to read and understand standard network topology/planning documents.
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