Major Incident Manager: 24/7 Onsite Response Lead

Optus; Canberra; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive remuneration

$80 monthly credit and 25% off Optus

Flexible working: 3 days in office, 2%

On-site facilities and campus perks

Parental Leave up to 16 weeks

Wellbeing support 24/7

Optus bus from Macquarie Uni Metro

Job summary

Optus is seeking a Major Incident Manager to own end-to-end facilitation and management of Priority 1/2 and high-risk incidents across the Optus network. You will restore services within SLA, coordinate cross-functional teams, and keep executives informed during high-impact events on a 24/7 on-site roster at Macquarie Park.

Your leadership will strengthen incident response, resilience, and customer outcomes through effective crisis management and post-incident reviews.

Qualifications

• Five years of technical experience in a telecommunications network environment.
• ITIL v3 Foundation certification or higher.
• Proven experience managing major incidents and leading multi-party bridges.
• Strong vendor/third-party management across multi-vendor networks.
• Ability to multitask and make sound decisions under pressure.

Responsibilities

• Govern and facilitate P1, P2 and high-risk incidents from identification through service restoration within SLAs.
• Coordinate crisis response activities, bridges, and emergency change approvals with offshore partners.
• Act as escalation point for Optus teams, suppliers and third parties to resolve complex incidents and outages.
• Lead executive communications and vendor engagement to support restoration and RCAs.
• Prepare monthly SLA packs and post-incident reports, track MTTR and KPIs for continuous improvement.
• Support Business Continuity Planning and crisis requirements with a focus on cost-effective restoration.

Skills

Incident management

Vendor management

Executive communication

Crisis coordination

Multi-vendor coordination

Job description

Optus is seeking a Major Incident Manager to own end-to-end facilitation and management of Priority 1/2 and high-risk incidents across the Optus network. You will restore services within SLA, coordinate cross-functional teams, and keep executives informed during high-impact events on a 24/7 on-site roster at Macquarie Park.

Your leadership will strengthen incident response, resilience, and customer outcomes through effective crisis management and post-incident reviews.