Incident Coordinator

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Step into a mission‑critical position supporting critical Federal government operations, where your incident management expertise keeps high‑priority services running without disruption. As the key conduit between government stakeholders and Optus support teams, you’ll ensure clarity, responsiveness, and stability across a complex technology environment.

With a proactive approach to identifying emerging issues and coordinating cross‑functional teams, you’ll play a vital part in maintaining exceptional service delivery. Your ability to navigate diverse workgroups and anticipate departmental needs will help sustain a resilient and customer‑focused operational landscape.

What You will do

• Coordinate and assist high priority incidents, including after hours support as part of an on call roster.
• Lead and collaborate with internal teams, third‑party vendors, and technical support groups to ensure timely service restoration and resolution.
• Drive effective incident triage, ticket lifecycle management, and escalation handling within the service management system.
• Contribute to Problem Management through root cause analysis, workarounds, corrective actions, and identification of risks or recurring issues.
• Maintain accurate incident documentation, process updates, and operational procedures to ensure an auditable and current knowledge repository.
• Support service request fulfilment, the transition of new services into operational environments, and assist other service management practices when required.
• Communicate proactively with customers and internal stakeholders to manage enquiries, provide updates, and escalate operational issues as needed.

What makes you perfect for the role

• Deliver a high level of customer satisfaction through professional, timely, and effective customer service across all interactions.
• Manage, respond to, and resolve incident tickets, calls, and assigned service requests/MACs within agreed SLAs and quality standards.
• Maintain accurate, high‑quality ticket documentation, ensuring clear, complete information for customers and resolver groups, including adherence to ticket data quality processes.
• Collaborate professionally with customers, vendors, and service provider teams to ensure smooth service delivery and issue resolution.
• Coordinate vendor fault management and request handling to support timely and effective service outcomes.
• Contribute to continual service improvement by reviewing procedures, work instructions, and identifying opportunities for enhancement.

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

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. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

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