Permanent
1 June 2026 11:59pm
Senior Lead
Step into a role where you become the driving force behind exceptional customer experiences. In this fast‑paced, always‑on (yep—24x7!) environment, you’ll be the one leading the charge across our IP network services, keeping Australia connected when it matters most.
No two days will look the same, you’ll pivot with purpose, dive into real‑time challenges, and take the lead on responding to, troubleshooting, and restoring both customer and network incidents. Your superpower? Turning complex problems into swift, seamless solutions.
Think high‑energy, high‑impact. You’ll be a champion of operational excellence, smashing SLA/OLA targets and making every interaction feel effortless for our customers.
If you love being in the centre of the action and making a tangible difference every single day, this is where you’ll shine.
Key Responsibilities
Own the incident management process to ensure OLA’s, SLA’s and contractual obligations are achieved for customers. Any gaps are to have an improvement plan’s with TPO owner, network engineering, business owners or IMO improvement teams.
Ability to support both technical and stakeholder incident management bridges, and communication briefs. It is important to remove technical jargon to simple customer communication.
Identify business improvement opportunities to support business and customer outcomes. Improvement plans to be communicated relevant stakeholders and shared.
Lead and contribute towards the flow to work model in network transmission technologies with a priority on development and training programs for staff.
Develop insights into operational business processes in the designated business area and pivot as needed.
Develop insights into operational business processes in the designated business area and pivot as needed.
Be available to support a 24x7 team if needed to reduce MTTR and customer impact.
Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes.
About you
To be successful in the role, you'll bring skills and experience in:
Be available to support a 24x7 team if needed to reduce MTTR and customer impact.
Liaise with technical experts, field workforce, level 3, level 4 support and/or Major Incident Management to facilitate incident restoration.
Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes.
Essential experience:
Managing teams in a 24x7 Incident Management environment.
Minimum 5 years’ experience in Incident Management with technical experience in IP Networking
You will have the ability to lead, drive and develop new ideas and ways of working,
Demonstrated strong skills in developing and maintaining positive stakeholder relationships.
Ability to identify and develop strategies to resolve technical or process deficiencies.
Demonstrated lateral thinking skills as well as a good analytical approach to problem solving.
Good understanding of the ITIL Framework as applied to Incident Management.
Demonstrated leadership and coordination skills combined with the ability to drive multiple incidents across all severities in a high pressure, dynamic and real time environment
At least minimum 5 years’ experience in Incident Management and technical experience in IP Networking
Not required but highly desirable:
Ability to coach people in Business Process Management (BPM)
Telecom, IT & Commercial/Leadership skills gained through relevant formal qualifications e.g., a degree or on the job experience
Experience leading agile teams
Software Development experience
Knowledge of Cisco, Juniper, F5, Radware, Check Point and other Data Centre technology vendors and network
Knowledge in routing and network switching
Our perks & benefits:
16 weeks paid parental leave for primary and secondary carers
Professional development program
An epic (free) Telstra mobile phone plan
Laptop/Device allowance renewed every 2 years
Purchased Annual Leave scheme
Discounted Telstra products and services
Skills
People management, Network Routing and Switching, Process Development
We believe it’s 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.
We build technology and content solutions that are simple and easy to use, including Australia’s largest and fastest national mobile network.
That’s why we strive to serve and know our customers better than anyone else – offering a choice of not just digital connection, but digital content as well.
And that’s why we have an international presence spanning 15 countries, including China.
In the 21st century, opportunity belongs to connected businesses, governments, communities and individuals.
As Australia’s leading telecommunications and information services company, Telstra is proud to be helping our customers improve the ways in which they live and work through connection.
Be first to know about Telstra news, advice and offers, as well as updates on our people and partners: tel.st/subscribe
