Senior Lead at Telstra

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Mar, 26

Salary

0.0

Posted On

29 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, Network Routing, Switching, Process Development, Incident Management, Technical Expertise, Stakeholder Relationships, Problem Solving, Analytical Skills, Leadership, Communication, Business Improvement, Operational Excellence, ITIL Framework, Agile Teams, Telecom Knowledge, Data Centre Technology

Industry

Telecommunications

Description

Employment Type Permanent Closing Date 13 Jan 2026 11:59pm Job Title Senior Lead Job Summary As a Technical Services – Senior Lead you use your strong people skills, business experience and extensive technical expertise in Telstra solutions and Job Description What is the focus of the role? Step into a role where you become the driving force behind exceptional customer experiences. In this fast‑paced, always‑on (yep—24x7!) environment, you’ll be the one leading the charge across our IP network services, keeping Australia connected when it matters most. No two days will look the same, you’ll pivot with purpose, dive into real‑time challenges, and take the lead on responding to, troubleshooting, and restoring both customer and network incidents. Your superpower? Turning complex problems into swift, seamless solutions. Think high‑energy, high‑impact. You’ll be a champion of operational excellence, smashing SLA/OLA targets and making every interaction feel effortless for our customers. If you love being in the centre of the action and making a tangible difference every single day, this is where you’ll shine. Key Responsibilities Own the incident management process to ensure OLA’s, SLA’s and contractual obligations are achieved for customers. Any gaps are to have an improvement plan’s with TPO owner, network engineering, business owners or IMO improvement teams. Ability to support both technical and stakeholder incident management bridges, and communication briefs. It is important to remove technical jargon to simple customer communication. Identify business improvement opportunities to support business and customer outcomes. Improvement plans to be communicated relevant stakeholders and shared. Lead and contribute towards the flow to work model in network transmission technologies with a priority on development and training programs for staff. Develop insights into operational business processes in the designated business area and pivot as needed. Develop insights into operational business processes in the designated business area and pivot as needed. Be available to support a 24x7 team if needed to reduce MTTR and customer impact. Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes. About you To be successful in the role, you'll bring skills and experience in: Be available to support a 24x7 team if needed to reduce MTTR and customer impact. Liaise with technical experts, field workforce, level 3, level 4 support and/or Major Incident Management to facilitate incident restoration. Provide updates for communicating incident progress to stakeholders and senior management within agreed timeframes. Essential experience: Experience working in an 24x7 Incident Management environment. Minimum 5 years’ experience in Incident Management with technical experience in IP Networking You will have the ability to lead, drive and develop new ideas and ways of working, Demonstrated strong skills in developing and maintaining positive stakeholder relationships. Ability to identify and develop strategies to resolve technical or process deficiencies. Demonstrated lateral thinking skills as well as a good analytical approach to problem solving. Good understanding of the ITIL Framework as applied to Incident Management. Demonstrated leadership and coordination skills combined with the ability to drive multiple incidents across all severities in a high pressure, dynamic and real time environment At least minimum 5 years’ experience in Incident Management and technical experience in IP Networking Not required but highly desirable: Ability to coach people in Business Process Management (BPM) Telecom, IT & Commercial/Leadership skills gained through relevant formal qualifications e.g., a degree or on the job experience Experience leading agile teams Software Development experience Knowledge of Cisco, Juniper, F5, Radware, Check Point and other Data Centre technology vendors and network Knowledge in routing and network switching Our perks & benefits: Work-life integration - we understand life happens when you're busy making other plans, so we offer flexibility around where, and when you work 16 weeks paid parental leave for primary and secondary carers Professional development program An epic (free) Telstra mobile phone plan Laptop/Device allowance renewed every 2 years Purchased Annual Leave scheme Discounted Telstra products and services Skills People management, Network Routing and Switching, Process Development We're an iconic Aussie brand with a global footprint. From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed. We’ve always been committed to being a great place to work as we make the world a better place too. Working at Telstra, we all have a why. Whether it’s endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most. We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox. disabilityandaccessibility@team.telstra.com. In a business as big and diverse as ours, there’s a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore. > Explore our teams https://www.telstra.com.au/careers/our-teams

Responsibilities

The Senior Lead will own the incident management process to ensure service level agreements are met and will lead efforts to improve operational processes. They will also support a 24x7 team to reduce mean time to recovery and communicate incident progress to stakeholders.