Incident Manager

Employment TypePermanent

Closing Date28 Feb 2025 11:59pm

Job TitleIncident Manager

Job Summary

As a Service Delivery Specialist, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.
Your role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.
Acting 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.Job Description

Main focus of the role:

The Incident Manager role is critical to our operational strategy and overall Customer Experience. With the current vacancy, there is an urgent need to backfill this position to ensure the seamless management of incidents, compliance with service level agreements (SLAs), and the maintenance of our commitment to high-quality service.
The Incident Manager is responsible for overseeing the incident management process, ensuring that incidents are resolved efficiently and effectively. This role is essential for minimizing downtime and maintaining service availability. The Incident Manager facilitates communication between technical teams, stakeholders, and customers during incidents. This role is integral to ensuring that all parties are informed and that the right resources are allocated promptly. The Incident Manager also plays a key role in identifying trends and root causes of incidents, leading efforts to implement preventive measures. This aligns with our operational strategy of continuous improvement and enhancing service quality.
Without dedicated leadership, incident response times may increase, leading to longer downtimes and dissatisfied customers. The absence of a knowledgeable Incident Manager can result in the loss of critical insights and institutional knowledge, hindering our ability to learn from past incidents. The remaining team members may experience increased pressure and workload, potentially leading to burnout and decreased morale.

This is how you bring your role to life:
• Actively monitor the individuals responsible for the implementation and development of customer orders or projects on time and to agreed quality standards
• Participate in continuous improvement initiatives by supporting the identification of business opportunities for Telstra and engaging sales teams to enact on customer services and solutions that drive positive financial outcomes for accounts
• Obtain input and gather data from orders or projects to identify root causes of issues and escalate these to the relevant service delivery managers for systemic fixes
• Take ownership of contractual reporting to ensure Telstra is performing to the levels specified in customer contracts and delivering on pre-defined objectives
• Leverage sound interpersonal skills to navigate a wide set of stakeholders internally (e.g. GBS, Product), clearly outlining their roles and responsibilities and providing them with effective plans to set up the right processes and optimise customer value
• Apply a breadth of operational system skills to interrogate base level orders and contribute to capacity, monitoring, operations manual, asset management and order management to support the delivery of key initiatives
• Effectively work through change in an open and constructive manner, strengthening your ability to deal with ambiguity and collaborating with customers to ensure effective change management processes are in place
• Act as a Telstra advocate to customers and a customer advocate to Telstra by representing Telstra in a positive and professional way, acting as the voice for the customer and navigating issues to ensure the right outcomes for the customer are in place
• Use sound time management skills to prioritise and manage a high work load (e.g. diverse, large to-do lists), demonstrating the ability to prioritise impact at a customer and at an individual level while ensuring attention to detail and quality
• Use clear and succinct communication to represent customer service and Telstra values, and support your team to have clarity and understanding of priorities to deliver on strategic objectives
• Build strong peer relationships to encourage teamwork and better achieve customer outcomes; helping your peers to provide and receive feedback with one another, enhancing yours and their professional growth

Key Accountabilities :

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.

Job description:

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.

Core Capabilities / Technical Skills

Technical Descriptors Strong Incident Management capabilities & Communications skills Understanding of Layer 3 and Layer 1 network issues, cases and terminologies Escalation Management to ensure escalated cases are engaged with right resources and to closely follow up with backend resolver groups while keeping customers updated Resource management and engagement capabilities where senior member of NOC team or ITIL team to be triggered where need arises Understanding of Network operations (WAN, LAN) with experience with other common Internet Protocols & Technologies; HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM, SDWAN IPL, EPL, EPLx Assertive control on ticketing movement and associated tasks within his/her shift time Ability to lead internal and/or external conference calls during Incident Management cycle with stakeholders Customer focused and ability to build relationships with customers and peers Team player, dynamic and self-motivated, a professional with excellent interpersonal, communication and project management skill Fluent in English plus one other language (Cantonese, Mandarin, Japanese, Korean) is desirable but not essential Qualifications/experiences Solving problems of moderate complexity Maintaining stakeholder relationships Hands On experience managing Incidents and technical issues on phone with customers Local Loop and supplier engagement and escalation 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. At least 3 years’ working exposures in a high value customer facing role. Potential barriers to success Performance Problems High Volume of escalated cases without satisfactory resolution