Lead Major Incident Manager (P1/P2) - 24/7 Hybrid

Optus Enterprise; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive remuneration

Monthly $80 credit

25% off Optus products

Flexible working

Office facilities on-site

Parental Leave 16 weeks

Diversity networks

Wellbeing support 24/7

Free bus to Macquarie Park

Job summary

Optus is seeking a Major Incident Manager in NSW, Australia, to own end-to-end facilitation of Priority 1/2 and high-risk incidents across the Optus network. You will coordinate crisis response, manage multi-vendor teams, and provide executive-level reporting to executives and stakeholders.

Role requires 5+ years in telecom network incident management, ITIL certification, and strong communication skills. On-site at Macquarie Park with 24/7 rotating roster and flexible working options.

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, with experience working across multi-vendor network environments.
• Ability to multitask and manage multiple simultaneous critical outages, making sound decisions under pressure.
• Exceptional written and verbal communication skills, including the ability to provide clear executive-level reporting.
• Strong stakeholder management and customer relationship skills, with a service-driven mindset focused on quality, accountability and continuous improvement.

Responsibilities

• Govern and facilitate P1 and P2 and high-risk incidents from identification through to service restoration, ensuring timely, high-quality outcomes within defined SLAs.
• Coordinate crisis response activities, technical and management bridges, coordinate emergency change approvals, and delivery from offshore partners during major service-impacting events.
• Act as a key escalation point for Optus teams, suppliers and third parties, bringing the right people together to resolve complex incidents and network outages.
• Lead clear, accurate and timely executive communications, while managing vendor engagement to support restoration and root-cause investigation.
• Prepare monthly SLA ratification packs and post-incident reports, track MTTR and incident-quality KPIs, and drive continuous improvement across incident management practices.
• Support Business Continuity Planning execution and global delivery centre crisis requirements, with a focus on cost-effective restoration and minimising outage-related impact.

Skills

Incident management

ITIL v3 Foundation

Vendor management

Executive reporting

Stakeholder management

Multi-vendor coordination

Job description

Optus is seeking a Major Incident Manager in NSW, Australia, to own end-to-end facilitation of Priority 1/2 and high-risk incidents across the Optus network. You will coordinate crisis response, manage multi-vendor teams, and provide executive-level reporting to executives and stakeholders.

Role requires 5+ years in telecom network incident management, ITIL certification, and strong communication skills. On-site at Macquarie Park with 24/7 rotating roster and flexible working options.