Operations Command Centre - Network Engineer Tier 2

About the Role

The ideal candidate for these roles should possess a strong commitment to high customer service and demonstrate the following behaviours and values:

They should be proactive and detail-oriented, effectively managing and communicating incidents and changes within the Customer's ITSM tool. An ideal candidate is collaborative, working seamlessly with both Vocus OCC and the CRM team to resolve issues and implement changes efficiently. They must be responsive, providing timely updates and reports to the Customer and attending all necessary meetings and forums. Integrity and reliability are crucial, as the candidate will handle sensitive information and need to maintain clear, accurate records. Additionally, they should be adaptable and open to feedback, continuously improving their approach to meeting the Customer's needs and expectations.

• This position will require the successful applicant to work in the office at 452 Flinders Street full-time. 
• Australian Citizenship is mandatory as part of the criteria for NV1 clearance. You must fit all the criteria be eligible for NV1 clearance.
• Need to be able to work rotating roster of 7am, 9am and 3pm Monday to Friday
• The role could move to a shift role in the future where a Saturday shift could be included. We will review in Phase 2.

Your key responsibilities in this role will include, but are not limited to:  

• Managing the resolution of Incidents across the full range of supported services, specialising in IP and IP and Transmission technologies, this includes prioritization, communication, escalation, analysis, and review.
• A forensic approach to event monitoring and incident management and a deep understanding of security operations and process
• 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
• 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 vis

Heimdall Incident Management Responsibilities:

• Obtain ESC clearance from the Customer.
• Use the Swivel Chair approach for incidents impacting Customer service, entering them into the Customer’s ITSM tool (Service-now).
• Manage priority incidents in the Customer ITSM tool, collaborating with Vocus OCC.
• Provide updates on incidents via the Customer ITSM tool.
• Attend bridge calls and incident management forums set up by the Customer.
• Complete Post-Incident Review (PIR) tasks and monthly incident reports, along with any ad hoc reports requested by the Customer.
• Assist the CRM team with problem tasks in collaboration with the Vocus Problem Manager.

Change Management Responsibilities:

• Obtain ESC clearance from the Customer.
• Use the Swivel Chair approach for changes impacting Customer service, entering them into the Customer’s ITSM tool (Service-now).
• Manage changes in the Customer ITSM tool, including raising, implementing, and closing them.
• Communicate changes affecting Vocus services to Vocus Change Management.
• Attend Customer CAB meetings twice weekly and any other change-related forums as needed.
• Complete monthly change reports and any ad hoc reports requested by the Customer.

OCC Responsibilities:

• Manage the resolution of incidents across IP, Transmission, and Voice technologies, focusing on prioritization, communication, escalation, and analysis.
• Use a forensic approach for event monitoring and incident management.
• Ensure effective completion of proactive and reactive operational tasks by the shift team, including prioritization, allocation, and escalation.
• Continuously monitor for physical and logical attacks on Vocus networks.
• Maintain documentation and standards for fault and change management.
• Create and provide reports on operational progress, network performance, and departmental objectives.
• Act as Major Incident Controller during major outages, implementing escalation plans and strategies to restore service.
• Promote a collaborative, trust-based environment that encourages open communication and creative thinking while supporting the team’s strategic vision.   

About You

Required Skills & Competencies

• Deep knowledge of a telecom’s operational environment with a general understanding of I.T, broadband internet, telecoms desirable.
• 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 workload in a complex networking environment
• Minimum 3 years’ experience in the Telecommunications industry or related field

Desirable Skills & Competencies

• Industry standard training in Cisco, Palo Alto, Fortinet, Microsoft, Juniper, Linux, Dell – Not necessarily certified.
• Diverse Hardware/VM experience including Routers, Switches, Firewalls, Modems, Fibre devices, load balancers, Microsoft Hyper-V, VMWare ESXi.
• Network monitoring experience with PRTG, Solarwinds, Nagios, MRTG or similar.
• Working knowledge on carrier-grade VoIP solutions and data products.
• Working knowledge on voice internetworking standards such as ISDN, ISUP, SS7 etc.
• Exposure or working knowledge of Genband and Broadsoft voice platforms will be a huge plus
• Strong understanding of VOIP related protocols, SIP, RTP, different codecs etc.
• Passionate, self-motivated and driven with a hunger for learning and growth.
• Strong communicator with a high degree of written and verbal communication skills.
• Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point.
• Results oriented with energy and passion to achieve and exceed stretching objectives and to deliver within tight timescales.
• Always approaches things from the customer’s perspective seeing potential problems and finding and driving solutions
• Works collaboratively with all Business units, forming virtual teams where required to realize goals and objectives.
• 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.
• Can demonstrate ability to take technical ownership of a problem or requirement.
• Approve or reject change requests according to the change management plan.
• Understand and clarify the impact of supply partner planned events on the change process.
• Notify Vocus customers and stakeholders about planned events and their impacts on services.
• Allocate resources to support planned change activities.
• Compile and review Site Inductions and Facilities Upgrade processes related to changes.
• Assist management with information for planned outages and major incident investigations.
• Ensure accurate and timely data entry into the system for change management.
• Provide necessary hand-over to staff involved in the change process.
• Maintain professionalism and courteous communication with customers throughout the change process.
• Ensure databases are updated with accurate, reliable, and current information relevant to changes.
• Verify network databases after implementing changes and amendments.

Qualifications & Education

• Experience in a telecom’s operational environment with an excellent understanding of I.T, broadband internet, telecoms, and transmission, cloud & I.P background
• 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.
• Experience using Lean/Six Sigma tools and methodologies an advantage.
• Experience in Customer Experience Management

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service! 
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.