Incident Manager

The Incident Manager will 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: Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products, and services supplied and operated by Telstra. Accountable for end-to-end ownership of Highly Impacting Customer issue. Deliver technical support/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 must have: With at least 2 years of relevant experience in the telecommunications industry Obtained a CCNP certification Technical troubleshooting experience Good customer service skills Problem solving skills Stakeholder management skills Hands on experience managing Incidents and technical issues on phone with customers Local Loop and supplier engagement and escalation experience Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP Knowledge on layer 3 protocols such as TCP/IP, BGP, OSPF are preferred