Technical Expert

Job Summary

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and services
• Toolkit provided (laptop + mobile phone + plan paid for)

• Proactively monitor, manage, and coordinate Wireless impacting incidents across 4G/5G networks, ensuring rapid response and service restoration within agreed SLA/OLA targets.
• Lead or support incident response and post-incident reviews; translate learnings into corrective actions, standards, and preventive controls
• Own jeopardy management, actively identifying incidents at risk of SLA breach and driving prioritisation, escalation, and corrective actions to protect customer experience and critical services.
• Assess incident impact and severity, considering customer volumes, geographic footprint, critical infrastructure, and regulatory exposure to ensure the appropriate level of response and escalation.
• Coordinate cross-functional incident resolution, working closely with NOC, field operations, transmission, power, core network teams, and vendor partners during active incidents.
• Lead high-severity and major incidents, providing real-time coordination, stakeholder communications, escalation management, and restoration tracking through to service recovery.
• Maintain accurate and timely incident records, ensuring work logs, jeopardy notes, impact assessments, and resolution details are clearly captured in incident management systems.
• Continuously improve 4G/5G RAN network and incident management processes through trend and data analysis to reduce repeat and avoidable issues and emerging risks.

• Proven experience in end-to-end incident management across 4G/5G RAN and wireless customer incident, including detection, investigation, escalation, and resolution of service-impacting events in time-critical environments.
• Demonstrated expertise in jeopardy management, proactively tracking incidents at risk of SLA/OLA breach and driving timely prioritisation, escalation, and corrective actions.
• Experience managing high-severity and mass service incidents, coordinating across NOC, field operations, transmission, core, power, and vendor teams to restore services within defined timeframes.
• · Proven ability to assess impact and prioritise incidents based on service criticality, customer count, geographic spread, and regulatory or business risk.
• Strong stakeholder and incident communications skills, providing clear, concise updates to operations leaders, customer-facing teams, and management during active incidents.
• Ability to operate autonomously in high-pressure operational environments, managing multiple concurrent incidents while driving continuous improvement through metrics, automation, and process optimisation.