Incident Manager

We believe it is people who give purpose to our technology. So, we're committed to staying close to our customers and providing them the best experience and delivering the best tech on the best network. Because our purpose is to build a connected future so everyone can thrive.

And, for you, that means incredible opportunities to be challenged, to innovate, and grow your career.

**About the team**

Our Global Business Services (GBS) function brings together and radically simplifies customer service operations and internal support services. We enable innovation, both for our consolidated function as well as for other areas of Telstra.

Our focus is to deliver great experiences, to simplify and innovate, and drive Telstra’s profitability across a global operating footprint.

**The role with us**
- As an **Incident Manager**, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.
- The role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.
- Act 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.

**Key responsibilities**
- Accountable for end-to-end ownership of highly impacting customer issue(s).
- Deliver technical support and solution in relation to a range of complex products and services, network, and infrastructure elements during incident triage.
- Work within a defined set of relevant product/network procedures, standards, and practices.
- Deliver outcomes by implementing a course of action identified from a general range of solutions.
- Assist in providing technical support in the investigation and rectification of complex incidents.
- Work with relevant teams during Major outages for restoration and provide updates to customers appropriately.

**About you**

To be successful in the role, you'll bring skills and experience in:

- Relevant degree in science, engineering, or information technology
- Background in handling complex/technical cases and escalations cycle
- Knowledgeable and experienced in telco products and terminologies - **specifically Transmission, IP, and Voice**:

- Learning and inquisitive attitude
- Experience in frontline customer service, incident, and ticket management—experience in telecommunications will be a plus
- Strong grasp of the **English **language (verbal and written)
- ** Able to work on a 24/7 shifting environment**

Highly desirable qualification(s):

- Background in Cisco Unified Communications
- Holder of professional certifications CCNA (Voice)

If this opportunity sounds like a perfect fit for you, we'd encourage you to apply
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We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.
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