Job Description

Senior Network Engineer – Sensitive Customer

At Optus, we’re a challenger brand with a challenger spirit. We’re committed to creating better experiences for our customers and communities through reliable, innovative and connected services.

About the role

As the Senior Network Engineer – Sensitive Customer, you’ll provide Level 1 operational coverage and technical support for sensitive and secure incident management. You’ll take end-to-end ownership of network fault restoration and incident tickets, ensuring services are restored efficiently and customer service levels and KPI expectations are met.

You’ll work across internal engineering and operations teams, field services, third-party providers, Government and Emergency Services organisations, and regulatory stakeholders. This role is suited to a technically capable network operations professional who can work calmly in a sensitive environment, coordinate multiple stakeholders and continuously improve service outcomes.

What You’ll Do

• Monitor, localise, correct and verify incidents affecting sensitive and secure customer services and platforms, managing tickets through to resolution.
• Ensure compliance with Customer Service Level and KPI requirements, contributing to performance reporting and team evaluations.
• Act as the first escalation point within the Level 1 team, coordinating with Tier 1 and Tier 2 engineering, field services, service desks, third parties and vendors.
• Liaise with Government and Emergency Services organisations on authorised requests, including location triangulation, call tracing and other lawful information requests.
• Identify service improvement opportunities, maintain high-quality documentation, follow operational processes and perform mandatory onshore service functions as required.
• Participate in a 24x7 shift roster while working onsite at the Optus Sydney Campus.

What makes you perfect for the role?

• Strong experience with Voice and Red Hat Enterprise Linux technologies, including command-line navigation, log analysis, service management and system administration in a telecommunications environment.
• The ability to analyse end-to-end call flows across multiple network domains, including IMS-Fixed, carrier interconnect and international traffic routing.
• Experience across network operations, infrastructure and telecommunications, with a broad understanding of telecommunications technologies and service environments.
• Demonstrated capability in technical and process leadership, including mentoring and upskilling team members, adopting new technologies and improving operational processes.
• ITIL v4 certification or a commitment to achieving it, along with strong written and verbal English communication skills and effective stakeholder engagement.
• Experience in customer relationship management, service level management or process development will be highly regarded.

The good stuff…

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable. Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• An office campus that has it all - cafes chill out zones, GP, post office, gym and on-site childcare centre. It’s designed for real life.
• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer with free counselling and support services, available 24/7 in-person, by phone, SMS, or video.
• A free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. Or, heaps of onsite parking. Plus, end of trip facilities with lockers, showers, irons and hair dryers

Not every box ticked? Apply anyway. We believe the right mindset matter more than a perfect CV. We’ll back you to grow from there.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity

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