What’s the opportunity?
The Service Operations Command Centre team is accountable for the operation, maintenance of Vocus Networks and Network facilities.
It also is accountable for all wholesale and retail service provider customer interactions from a service support perspective and is the owner of the customer experience on Vocus technologies.
The OCC Engineer, will be accountable to ensure the effective delivery of operational tasks including monitor, log & diagnose, enrichment, manage and resolve / close of all tickets (including change) during the shift period;
in addition, they will be responsible for meeting all KPI / OLA and service level requirements.
As a hands-on, sleeves-up OCC Engineer at Vocus, you’ll genuinely love getting the job done for your customers and team mates.
You’ll be the difference between Vocus and our competitors. Here’s a typical day in your life :
Manage the resolution of Incidents across the full range of supported services, technologies. This includes prioritization, communication, escalation, analysis and review.
A forensic approach to event monitoring and incident management
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
Assist in the development of shift team members and by providing formal input to regular performance reviews, performing on the job coaching and implementing training and development plans and activities.
Deep understanding of security operations and process
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
What we need from you :
MUST BE AN AUSTRALIAN CITIZEN AS YOU WILL NEED TO BE ELIGIBLE TO GAIN A GOVERNMENT SECURITY CLEARANCE - NV1
YOU MUST BE COMFORTABLE WITH WORKING 24 / 7, 365 DAYS A YEAR SHIFT ROSTER
If this is, you read on and see what else we are after :
Deep knowledge of a telecoms operational environment with a general understanding of I.T, broadband internet.
At least 3 years’ experience in the Telco industry in a technical service role, ideally in a Telco OCC support environment
We are looking prior knowledge or experience in transmission and service provider IP / MPLS network
Experience working in 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 work load in a complex networking environment
Proven ability to effectively manage fluctuating workloads and optimize available resources to meet changing priorities and deadlines, putting the customer at the heart of every decision.
Dynamically responds to both strategic and tactical operational management requirements.