24/7 Major Incident Lead — Telecom Resilience & Crisis

Coleambally; Canberra; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Employee discounts

On-site facilities

Job summary

Optus is seeking a Major Incident Manager to own end‑to‑end facilitation and management of Priority 1 and Priority 2 incidents across the Optus network. You will coordinate crisis activities, manage executive communications, and drive continuous improvement in incident response while working on a 24/7 onsite roster at Macquarie Park.

The role requires at least five years of telecom network experience, ITIL certification, strong vendor management and the ability to lead multi‑party bridge calls

Qualifications

• 5+ years’ technical experience in a telecommunications network environment.
• ITIL v3 Foundation certification or higher.
• Proven experience managing major incidents and leading multi-party technical and management bridge calls.
• Strong vendor and third-party management capability across multi-vendor networks.
• Ability to multitask and manage multiple simultaneous critical outages under pressure.
• Exceptional written and verbal communication skills with executive reporting.

Responsibilities

• Govern and facilitate P1/P2 and high‑risk incidents from identification to service restoration within SLAs.
• Coordinate crisis response activities, bridges, and offshore partner delivery during major events.
• Act as escalation point for Optus teams, suppliers and third parties to resolve incidents and outages.
• Lead clear, timely executive communications and vendor engagement for restoration and RCA.
• Prepare monthly SLA packs and post‑incident reports, track MTTR and KPIs.
• Support Business Continuity Planning and global delivery centre crisis requirements.

Skills

Incident management

ITIL v3 Foundation

Vendor management

Stakeholder management

Executive reporting

Decision making under pressure

Job description

Optus is seeking a Major Incident Manager to own end‑to‑end facilitation and management of Priority 1 and Priority 2 incidents across the Optus network. You will coordinate crisis activities, manage executive communications, and drive continuous improvement in incident response while working on a 24/7 onsite roster at Macquarie Park.

The role requires at least five years of telecom network experience, ITIL certification, strong vendor management and the ability to lead multi‑party bridge calls