Telstra25 followers140 jobs

Senior Lead

SeniorFull-timeHybridMelbourne VIC, AustraliaCustomer successOperations consultingIT supportPosted 15 hours ago
Pending fitX of Y criteria met

About the job

As a Senior Lead in Technical Services, you will harness your exceptional people skills and technical expertise to drive outstanding customer experiences. This job is all about leading the charge in a fast-paced environment, ensuring Australia stays connected when it matters most. The team thrives on collaboration and innovation, making every day an opportunity to shine and make a tangible difference.

Meet the team

About the company

  • Explore
    • Jobs
    • Companies
    • People
    • Communities
    • Hatch Hotlist 2025
  • Hiring
    • Permanent hires
  • Resources
    • Blog
    • Community stories
    • Career advice
    • Customer stories
    • Help centre
  • Hatch
    • About
    • Careers
    • Contact
    • Hatch updates
    • Media enquiries
  • © 2026 Hatch
  • Privacy
  • Terms
Think you're a good fit?See what the hiring team are looking for

You'll be responsible for

📈

Owning the incident management process

Ensure OLA’s, SLA’s and contractual obligations are achieved for customers, addressing any gaps with improvement plans.
🗣️

Supporting incident management communication

Facilitate clear communication during incidents, removing technical jargon for customer understanding.
💡

Identifying business improvement opportunities

Support business and customer outcomes by identifying and communicating improvement plans.

Key criteria

🔧

5+ years in incident management

Experience in a 24x7 incident management environment is essential.

View

🌐

Technical expertise in IP networking

Proven technical experience with IP networking technologies.

View

🤝

Strong stakeholder relationship skills

Demonstrated ability to maintain positive relationships with stakeholders.

View

View more

A meaningful career starts with a match

View your fit

5 criteria for this job
5+ years in incident management
Experience in a 24x7 incident management environment is essential.

View

Technical expertise in IP networking
Proven technical experience with IP networking technologies.

View

Strong stakeholder relationship skills
Demonstrated ability to maintain positive relationships with stakeholders.

View

Analytical problem-solving skills
Lateral thinking and analytical skills for effective problem resolution.

View

Leadership and coordination abilities
Experience leading multiple incidents in high-pressure environments.

View

Similar jobs

View all
Vanta
Vanta
Senior Customer Success Manager, Commercial+Sydney, NSW · Full-time
As a Senior Customer Success Manager at Vanta, you will play a crucial role in guiding customers through their security and compliance journeys. Your expertise will help ensure that customers achieve robust security outcomes while fostering long-term relationships. The team values collaboration and is dedicated to providing a supportive environment where everyone can thrive.
ING Australia
ING Australia
Senior Customer Journey Expert – Transaction AccountsSydney, NSW · Wyong, NSW · Full-time
The Senior Customer Journey Expert at ING is all about leading key everyday banking journeys, ensuring that customer experiences are engaging and compliant. This job is crucial in blending customer-led product thinking with strong data stewardship and governance. The team thrives in an agile environment, where collaboration and innovation are at the forefront of everything they do.
UpGuard
UpGuard
Senior Customer Education SpecialistSydney, NSW · Full-time
The Senior Customer Education Specialist at UpGuard is all about empowering customers to learn and maximize their use of our innovative Cyber Risk Posture Management platform. This job plays a crucial role in driving product adoption and fostering long-term loyalty by creating high-quality documentation and educational resources. The team thrives on collaboration and creativity, constantly seeking new ways to enhance the customer experience.
Microsoft
Microsoft
Senior Customer Success Account ManagerSydney, NSW · Melbourne, VIC · Brisbane, QLD · Full-time
The Customer Success Account Manager job is all about being a trusted advisor for strategic customers on their post-sales journey. This position plays a crucial role in ensuring customers achieve their business outcomes faster by leveraging Microsoft’s products and services. The team thrives on collaboration, innovation, and a growth mindset, creating a supportive environment where everyone can excel.