Governance Assurance Engineer

Vocus; City of Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Vocus is seeking a Governance Assurance Engineer to join the Operations Command Centre in Melbourne. The role focuses on operational governance, service assurance and network compliance in a 24/7 environment, with shift rosters across Melbourne.

Australian citizenship and NV1 security clearance eligibility are mandatory. You will drive incident governance, risk-mitigation activities and continuous improvement, collaborating with technical teams, customers and stakeholders to uphold service

Qualifications

• 3+ years in telecommunications, network ops, service assurance or governance.
• Understanding of telecom operational processes and service delivery.
• Experience in incident, problem and change management within a complex ops setting.
• Knowledge of IP networking and transmission tech.
• Strong analytical skills to identify trends and risks from data.
• Experience producing performance reports and service assurance insights.
• Understanding governance, compliance and risk management principles.
• ITIL Foundation or equivalent in ITSM.
• Familiarity with ISO27001, ISO9001 and ISO20000 frameworks.
• Excellent communication and stakeholder management.
• Ability to manage competing priorities in a high-availability environment.

Responsibilities

• Drive service assurance and operational governance across Vocus network operations.
• Ensure incidents, requests and changes are managed per defined processes and SLAs.
• Monitor KPIs/OLAs/SLAs and identify risks with corrective actions.
• Conduct assurance reviews of incidents, changes, problems and activities.
• Support Major Incident Management including coordination and post-incident reviews.
• Develop governance reporting, dashboards and management commentary.
• Analyze operational data to identify recurring issues and improvements.
• Support security, quality and service management frameworks compliance (ISO, etc.).
• Maintain operational documentation and procedures for audit readiness.
• Drive continuous improvement in service quality and customer outcomes.
• Support training and knowledge sharing across teams.
• Collaborate with stakeholders to strengthen governance and assurance outcomes.

Skills

Incident management

Change management

IP networking

Governance & compliance

Data analysis

Stakeholder management

Reporting dashboards

ITIL Foundation

ISO frameworks

Communication skills

Prioritization

Education

ITIL Foundation certification

ISO27001 knowledge

ISO9001 knowledge

ISO20000 knowledge

Tools

NOC/OCC tools

Job description

We're seeking a Governance Assurance Engineer to join our Operations Command Centre (OCC) team and play a key role in ensuring operational excellence, service assurance, compliance and network governance across our national infrastructure.

This role is responsible for overseeing operational processes, incident governance, service assurance activities and network compliance standards, while supporting the effective management of major incidents, operational reporting, risk mitigation and continuous improvement initiatives. You will work closely with technical operations teams, stakeholders and customers to ensure service quality, operational controls and governance frameworks are consistently applied.

Please note: This position operates within a 24/7, 365-day operational environment and requires participation in a rotating shift roster based in Melbourne.

Australian Citizenship is mandatory, and candidates must meet the eligibility requirements to obtain and maintain an NV1 Security Clearance.

What you'll be doing

• Drive service assurance and operational governance activities across Vocus network operations.
• Ensure operational incidents, requests and changes are managed in accordance with defined processes, policies and service level commitments.
• Monitor operational performance and compliance against KPIs, OLAs and SLAs, identifying risks and recommending corrective actions.
• Conduct assurance reviews of incidents, changes, problem records and operational activities to ensure adherence to standards and procedures.
• Support Major Incident Management processes, including coordination, communications, escalation management and post-incident reviews.
• Develop and maintain governance reporting, operational dashboards and management commentary on service performance and trends.
• Analyse operational data to identify recurring issues, systemic risks and improvement opportunities.
• Support compliance with security, quality and service management frameworks, including ISO2701, ISO9001 and ISO20000.
• Maintain operational documentation, standards and procedures to ensure consistency and audit readiness.
• Drive continuous improvement initiatives that enhance service quality, customer experience and operational effectiveness.
• Support training, coaching and knowledge-sharing activities across operational teams.
• Collaborate with internal stakeholders to strengthen governance, risk management and assurance outcomes across the business.

What you'll bring

• Minimum 3 years' experience within telecommunications, network operations, service assurance, governance or a related technical environment.
• Strong understanding of telecommunications operational processes and service delivery environments.
• Experience in incident, problem and change management within a complex operational setting.
• Working knowledge of IP networking, transmission technologies and telecommunications infrastructure.
• Strong analytical skills with the ability to identify trends, risks and opportunities through operational data.
• Experience producing reports, performance metrics and service assurance insights for stakeholders.
• Strong understanding of operational governance, compliance and risk management principles.
• ITIL Foundation certification or equivalent experience in IT Service Management.
• Knowledge of ISO2701, ISO9001 and ISO20000 frameworks.
• Excellent communication, stakeholder management and influencing skills.
• Ability to manage competing priorities in a fast-paced, high-availability environment.

What will make you stand out

• Experience supporting governance and assurance functions within a Network Operations Centre (NOC) or Operations Command Centre environment.
• A passion for operational excellence, continuous improvement and customer outcomes.
• Strong attention to detail with an ability to identify process gaps and drive meaningful improvements.
• Experience facilitating post-incident reviews and leading corrective actions.
• Demonstrated ability to engage with both technical and non-technical stakeholders.
• A proactive approach to risk management and operational compliance.
• Experience within critical infrastructure, telecommunications or government environments.