Major Incident Manager

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 an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

As the Major incident manager, you’ll take ownership of the end-to-end facilitation and management of Priority 1 and Priority 2 and high-risk incidents across the Optus network. You’ll play a critical role in restoring services within SLA, coordinating technical and management response teams, supporting crisis management, and keeping executives and stakeholders informed during high-impact events. Your leadership will help strengthen incident response performance, service resilience and customer outcomes.

**Please note: This role is on a 24/7 rotating roster based onsite at Macquarie Park**

What You'll Do

• 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.

What makes you perfect for the role?

• At least five 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.

The good stuff…

• 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.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• 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.
• 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.
• Free Optus bus from Macquarie University Metro Station (every 6–8 minutes); morning and afternoon.

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 email [e-mail] or call 1800 309 170. For more information on Diversity, Inclusion & Belonging at Optus, please visit Optus Diversity, Inclusion & Belonging.