Technical Support Incident Manager - Sydney, Australia - TPG Telecom

TPG Telecom

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Exciting time to join a top 100 ASX listed business with big goals

Hybrid working arrangement, mix of working from home and the office
Access to a great selection of benefits

We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity
The
Incident Manager within
Information Services is focused upon managing major and significant faults to their resolution.

This position will be the focal point for managing high impact incidents and works closely with the Operations team on incident and crisis management and will be responsible for business continuity.

Continuous improvement of time to resolve critical incidents and risk mitigation of future events is a key deliverable of this role.

This position is highly responsive to the requests of internal and external stakeholders with work direction largely influenced by these stakeholders.

The person in this position embodies and encourages iiNet values and demonstrates iiNet leadership competencies.

They are enthusiastically involved in stakeholder relationships, process improvement as well as coaching of the Network Operations Centre and other technical teams in incident management.

This role operates in the 'near' domain which is responding to major and significant incidents as they occur so it is required to be operational and demand focused.

This position operates within an open-plan office and will necessitate after hours work to assist in the resolution of escalated requests as necessary.

Responsibilities

Investigate and action Complex Incidents investigation, catalogue and review requests from internal stakeholder and Management around post incident reports.
Complete Post Incident Reports in accordance to requests by conducting review of remediation actions, identifying and if necessary, coordinating with internal fixer groups for Root Cause Analysis and any establishing available Mitigation Strategy.
Identify and coordinate various internal resources in response to live major network incidents.
Provide relevant communications during the lifecycle of a major network incident, to ensure internal and external stakeholders are informed around operational troubleshooting and resolution actions.
Interfacing with internal resources (Networks, Engineering, IT, Fibre Teams) to ensure key corporate segments maintain strict service levels and have required support towards restoration during major network outages.
Provide Planned Changes Notification to Tech Support team / CSM Teams
Deliver a highlevel customer facing communications and documents in line with ITIL Frameworks
Maintain accurate and detailed records of all incidents, response actions and outcomes.
Provide Incident reports for management outlining the incident, impact and mitigation strategies.
Work with internal stakeholders to identify intrusive/hazardous planned changes and review impact upon completion and raise any outstanding issues with key stakeholders

Knowledge and experience

Minimum 2 years experience in developing and implanting Incident and Major Incident Management processes
Service Management knowledge. ITIL foundations and Incident Managers Practitioner certificate or ITIL certificate. Demonstrate equivalent industry experience
Extensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives
Led initiatives focused on enduser experience within ITSM services and support
Proven track record of successfully monitoring and governing endtoend Incident management environments

Benefits and perks

Flexible hybrid way of working (from home and office)

- 'Stay Connected Mobile'

Access to a free mobile plan

- 'Stay Connected NBN'

Access to a free NBN 100 plan

- 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year

Access to TPG Learning Hub platform and internal development opportunities
Access to Corporate Partner Discounts

Bolder and better together
We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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