Incident Manager

It starts with YES! 

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. 

Optus Enterprise Delivery group manages the highest level of incident escalation and major incident management. We are seeking an experienced Incident Manager to join the team on a 6 month fixed term contract.

This role involves working with a diverse range of OE Customers and Optus Products and Services, performing a full range of customer care and major incident management functions. 

You will act as the single point of contact for major critical issues. And ensure customer products and services are delivered in accordance with Service Level Agreements and contractual obligations. This role will manage critical restoration activities across all OE environments and update Senior Leadership. 

Your day in the life of an Incident Manager at Optus 

• Work defined individual hours Wednesday to Sunday nights – 11pm – 7am, and some on-call arrangements within a 24x7 team. 

• Utilise strong technical knowledge to identify appropriate investigation paths and risk assessment of service restoration options. 

• Communicate effectively at all levels, including running technical bridges, stakeholder bridges, and post-incident review meetings. 

• Compose and distribute incident updates and post-incident reports. 

• Interact with other ITIL processes such as Problem, Knowledge, Change, and Configuration management. 

• Identify and drive down incident trends within Optus Enterprise and client environments. 

• Produce management information, including KPIs and reports. 

• Monitor the effectiveness of incident management and recommend improvements. 

Your skills to pay the bills 

• Strong Service Management Knowledge. 

• ITIL Foundation Certification, ITIL Intermediate OSA Certification. 

• Extensive Incident and Major Incident Management experience. 

• Solid experience working with Telecommunications technologies and products. 

• Strong partner management expertise. 

• Ability to interact at all levels, including technical, management, and senior leadership. 

• Strong influence and negotiation skills. 

• Ability to perform under pressure and run priorities within a high-pressure, complex environment. 

Perks we love at Optus 

• 3 days in the office, 2 days remote – with flexible hours to suit! 

• Inclusive paid parental leave, up to 14 weeks for the primary care giver 

• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’ 

• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University) 

• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network 

• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office 

• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! 

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes! 

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. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch. 

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