About the job
The job involves supporting critical Federal government operations by leveraging incident management expertise to maintain high-priority services. This position plays a vital role in ensuring clarity and responsiveness between government stakeholders and Optus support teams, contributing to exceptional service delivery. The team values collaboration and proactive communication, creating a resilient and customer-focused operational landscape.
You'll be responsible for
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Coordinating high-priority incidents
Lead and assist in managing high-priority incidents, including after-hours support as part of an on-call roster.🔄
Driving incident triage and resolution
Manage incident triage, ticket lifecycle, and escalation handling within the service management system.📚
Maintaining incident documentation
Ensure accurate incident documentation and process updates for a current knowledge repository.Key criteria
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Incident management expertise
Proven experience coordinating high-priority incidents and service restoration.View
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Ticket management skills
Demonstrated ability managing incident tickets within agreed SLAs.View
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Collaboration with stakeholders
Experience working with customers, vendors, and internal teams for service delivery.View
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