At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
We are on the look out for hands on professionals to step into the role of Major Incident Manager. The role reports to the Associate Director of Major Incident Management and is a key role aligned with ITIL best practice for Incident Management. This position works closely with other ITIL processes such as Configuration, Change, Problem, Service Level, and Availability Management to ensure a cohesive approach to managing service disruptions.
The role operates within a 24x7 rotating roster as part of the Major Incident Management team in our Optus Network Operations Centre in Sydney. The primary responsibility of the role is to restore network services to normal operation as quickly as possible during high severity incidents, minimising adverse impacts on customers. The role also coordinates the day-to-day operational activities within the Optus Command Centre related to managing and resolving critical network incidents, ensuring service quality and availability are maintained at the highest levels.
Location: 100% on site at Macquarie Park, Sydney
Work Pattern: Rotating shift roster, including morning, afternoon and night
Application Closing Date: 27th July 2025
The day to day
Lead and manage high-impact incidents to restore service quickly and minimise disruption to customers and business operations.
Act as the central point of contact for major incident communication, including handling customer issues and stakeholder engagement across business units.
Provide clear, timely, and audience-appropriate updates on major network incidents to internal business partners.
Coordinate field resources to support rapid service restoration and maintain outstanding customer experience.
Supervise and influence KPIs, analyse incident trends, and generate reports to support continuous improvement of incident management processes.
Drive and support the implementation of service management best practices across networks.
Build strong working relationships with senior leaders and ensure collaboration between the Command Centre and customer-facing units.

Please refer the Job description for details