Tier 2 Network Engineer - Voice

at  VOCUS

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
About the Role
The Vocus Operations Command Centre team is accountable for the operation and maintenance of Vocus Networks and Network facilities.
The Tier 2 Network Engineer (Voice) will be responsible for the effective delivery of operational tasks including monitoring, logging & diagnosing, enrichment, management and resolution/close of all tickets (including change) during the shift period. Additionally, they will be responsible for meeting all KPI/OLA and service level requirements.
Please note: This is a full-time, permanent position based fully on-site within our Operations Command Centre located in the Melbourne CBD. Please note, this position works across a 24/7, 365 days rotating shift work roster.
Applicants must hold current Australian citizenship status to meet governmental criteria for NV1 Baseline Clearance, which is essential for this role.

Your key responsibilities in this role will include, but are not limited to:

• Managing the resolution of Incidents across the full range of supported services, specializing in IP and IP and Transmission technologies, this includes prioritization, communication, escalation, analysis, and review.
• A forensic approach to event monitoring and incident management and a deep understanding of security operations and process
• Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements by the prioritization, allocation, progression, resourcing, and appropriate escalation of operational tasks.
• Constantly monitoring for attacks and intrusions (physical/logical) on Vocus networks
• Maintain existing documentation, fault management and change management standards.
• Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR’s and departmental objectives.
• Perform the role of Major Incident Controller during Major Service Outages, acting as the first point of escalation for operational issues and defining, communicating, and implementing escalation plans and fix strategies to restore service to meet service level targets.
• Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and support strategic vision.

About You

• Minimum of 3 years’ experience within a telecom’s operational environment with an excellent understanding of I.T, broadband internet, telecoms and transmission, cloud & I.P
• Prior knowledge or experience in transmission and service provider IP/MPLS networks.
• Deep understanding of MPLS, VPLS, VLANs, BGPs, DWDM, OTN, ROADM, EoSDH technologies within the telecom environment.
• Experience working in a Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation.
• Ability to work under own initiative and effectively manage customer and inter-departmental relationships.
• Awareness of ISO27001, ISO9001, ISO20000
• Ability to prioritize workload in a complex networking environment.
• Experience using Lean/Six Sigma tools and methodologies (an advantage).

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service!
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process

• Managing the resolution of Incidents across the full range of supported services, specializing in IP and IP and Transmission technologies, this includes prioritization, communication, escalation, analysis, and review.
• A forensic approach to event monitoring and incident management and a deep understanding of security operations and process
• Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements by the prioritization, allocation, progression, resourcing, and appropriate escalation of operational tasks.
• Constantly monitoring for attacks and intrusions (physical/logical) on Vocus networks
• Maintain existing documentation, fault management and change management standards.
• Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR’s and departmental objectives.
• Perform the role of Major Incident Controller during Major Service Outages, acting as the first point of escalation for operational issues and defining, communicating, and implementing escalation plans and fix strategies to restore service to meet service level targets.
• Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and support strategic vision