Enterprise Network Incident Lead & Technical Analyst

Optus; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Employee discounts

Parental leave up to 16 weeks

Optus U development program

Diversity & inclusion networks

Wellbeing support services

On-site facilities (gym, childcare)

Job summary

Optus is seeking a Service Centre Technical Analyst based in Macquarie Park, Sydney. You will provide specialist technical support, diagnose network issues, and lead major incidents for Enterprise customers.

The role requires strong problem-solving, excellent communication, and a drive to deliver exceptional customer service. Flexible roster includes weekdays, weekends, and public holidays as part of a 24/7 pattern.

Qualifications

• CCNA certification or equivalent is preferred.
• Demonstrated problem-solving abilities and quick decision-making.
• Strong communication skills for high-level interactions with businesses and internal teams.
• Passion for customer service and delivering outstanding support.
• Experience guiding and developing team members in a service centre context.

Responsibilities

• Provide specialist technical support by detecting, diagnosing, testing, isolating and resolving network problems across Optus platforms.
• Maintain technical expertise across Mobile, Fixed, and ICT products.
• Follow fault management procedures and keep collaborators informed of faults.
• Act as technical lead for major incidents or outages impacting Enterprise customers; mentor others.
• Manage Enterprise incidents and service requests to meet SLAs.
• Coach Client Specialists and support internal teams to develop technical skills.
• Coordinate with TAC and Client Delivery to manage expectations and resolve tickets efficiently.
• Contribute to product/service updates with technical insights and clear communication.

Skills

CCNA certification

Problem solving

Communication skills

Customer service

Mentoring

Job description

Optus is seeking a Service Centre Technical Analyst based in Macquarie Park, Sydney. You will provide specialist technical support, diagnose network issues, and lead major incidents for Enterprise customers.

The role requires strong problem-solving, excellent communication, and a drive to deliver exceptional customer service. Flexible roster includes weekdays, weekends, and public holidays as part of a 24/7 pattern.