E2E Operational Resilience Lead

Singtel Group; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Remuneration competitive

Parental Leave up to 16 weeks

Learning credits and micro-credentials

Counselling and wellbeing services

Diversity & Inclusion programs

Flexible employee benefits

Job summary

Singtel Group's Optus is seeking a Senior End-to-End Operational Resilience Lead to strengthen service resilience, readiness, and recovery across mobile and fixed networks, linking customer impact to dependencies and risk.

You will lead cross-functional teams, drive incident response, and foster organisational learning through reviews and continuous improvement, guiding decision-making during significant events.

Qualifications

• Experience leading senior cross-functional teams in complex telecommunications or critical infrastructure environments.
• Strong judgement, ability to act effectively during high-pressure, customer-impacting events.
• Understanding of end-to-end service dependencies and major incident response.

Responsibilities

• Provide senior end-to-end operational leadership during significant customer-impacting events, connecting customer experience, service behaviour, and technology dependencies.
• Assess customer impact, service dependencies, operational risks, and business priorities to support informed decision-making.
• Build and maintain an end-to-end view of customer services across technology, operations, and suppliers.
• Contribute practical operational insight to service readiness reviews, change activity, and operational assurance.
• Lead organisational learning through service reviews and operational assessments, driving improvements in performance and outcomes.
• Strengthen operational capability by maintaining service knowledge and mentoring teams across functions.

Job description

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Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it's easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

Right now, Optus is passionate about getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers. It's not about surface-level change. It's about how we make decisions, how we work together, and how we deliver.

The End-to-End Operational Resilience Lead provides senior cross-functional leadership to strengthen service resilience, operational readiness, and recovery across Optus's mobile and fixed network environments, with a focus on understanding end-to-end service dependencies and customer impacts. Leveraging deep technical and operationalexpertise, the role supports major incident response, drives organisational learning and continuous improvement, and influences resilience outcomes through judgement, collaboration, and strategic leadership rather than direct operational control.

Your day to day will consist of

• Provide senior end-to-end operational leadership during significant customer-impacting events, connecting customer experience, service behaviour, and technology dependencies to support coordinated decision-making and effective service outcomes.
• Assess customer impact, service dependencies, operational risks, and business priorities to support informed decision-making during complex service and operational scenarios.
• Build andmaintainan end-to-end view of customer services across technology, operational, and supplier domains,identifyingservice dependencies, risks, opportunities for improvement, and readiness considerations before they affect customers.
• Contribute practical operational insight to service readiness reviews,significant changeactivity, and operational assurance, including business priorities, operational constraints, and implementation considerations.
• Lead organisational learning through service reviews and operational assessments, capturing insights and driving improvements in service performance, customer outcomes, and operational effectiveness.
• Strengthen operational capability bymaintainingservice knowledge, mentoring teams, and influencing outcomes across Operations, Engineering, Problem Management, and Transformation functions.

What makes you perfect for the role

• Demonstrates strong operational leadership, sound judgement, and the ability to perform effectively during high-pressure, customer-impacting events.
• Possesses significant experience in complex telecommunications or critical infrastructure environments, with expertise across multiple network and technology domains.
• Maintains a broad end-to-end understanding of telecommunications services, including mobile, fixed, IP, core, infrastructure, applications, and supplier ecosystems.
• Understands network operations, service dependencies, failure modes, recoverability, and the principles of major incident response and service restoration.
• Applies systems thinking, structured investigation, and evidence-based problem-solving to connect issues across technology, service, and organisational boundaries.
• Influences outcomes and builds trusted relationships across diverse teams and senior stakeholders without relying on formal authority.
• Drives operational resilience and continuous improvement by enhancing readiness, recovery practices, organisational learning, and capability development through practical operational experience.

What's in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 - in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please [e-mail] or call18 170 . We're here to help.