Network Management Centre Operator

VicTrack; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Free on-site gym

Parental leave

Job summary

VicTrack seeks a Network Management Centre (NMC) Operator to monitor security systems across VicTrack infrastructure, log faults, and respond to customer enquiries. You will act as the first point of contact and ensure safety and continuity of operations.

Role requires 24/7 availability on a rotating shift roster, with background checks and a commitment to service quality. Training and development support are offered.

Qualifications

• Experience in a busy admin or call centre environment.
• Willingness to work a 24/7 shift roster including weekends and public holidays.
• Proficiency with Microsoft Word, Excel and Outlook.

Responsibilities

• Monitor VicTrack infrastructure security systems and log faults.
• Handle first point of contact calls and route enquiries to appropriate teams.
• Log and report level crossing faults and bridge strikes.
• Support customer monitoring systems and liaise with police when required.
• Prepare PTW and assist change management processes.

Skills

Administrative experience

Call centre experience

24/7 shift ability

Microsoft Office (Word, Excel, Outlook

Tools

Telephony queue software

Telecommunications equipment knowledge

Job description

VicTrack is the custodial owner of Victoria’s rail transport land, assets and infrastructure. We work to protect and grow the value of the portfolio, to support a thriving transport system and make travel and living better for all Victorians. With much of our asset portfolio dedicated to rail transport – our land, infrastructure, trams, trains and telecommunication networks – our focus is on strategic asset management and supporting the delivery of better transport solutions.

• Free travel on all public transport – Trains | Trams | V/Line
• 20% leave loading
• Stable work environment - Victorian Government state-owned enterprise
• 16 weeks paid parental leave (36 unpaid)
• Additional 5 days of reproductive health and wellbeing leave to support your reproductive health, wellbeing, and related life events
• Free access to on-site gym and end of trip facilities
• Training and development opportunities to help you grow and develop your career

The challenges of our fast-growing sector put our people at the front of some of Victoria’s most exciting projects in telecommunications, property development and project delivery – with job opportunities as diverse as our organisation.

The Role

As a key member of the VicTrack Network Management Centre’s (NMC) Security Desk, the NMC Operator is responsible for VicTrack infrastructure security and monitoring. The position also provides monitoring services to transport customer CCTV at stations, logging and actioning level crossing faults and recording and reporting bridge strikes.

This position ensures incoming and outgoing calls are handled in an efficient and effective manner, these may include calls from internal and external clients. The NMC Operator is responsible for delivering a high standard of service to VicTrack and its customers.

Please note, the NMC provides a 24-hour, seven days a week service (including weekends and public holidays). The NMC Operator will be required to work a rotating shift roster.

Key Responsibilities:

• Monitor security systems at all VicTrack infrastructure sites
• Log faults and report service failures, ensuring faults are processed with all relevant information
• Implement quality and efficient solutions to resolve customer service issues
• Contribute to various process, directional reviews and forums from time-to-time
• Administer the Lone Worker procedure and related calls
• Prepare Permit to Work (PTW) for external parties and submit to change management
• Monitor approved customer monitoring systems and report incidents to relevant customers and police where necessary
• Log and report level crossing faults and bridge strikes
• Handle security and operational calls as the first point of contact, directing public and internal enquiries to the appropriate teams to support overall network continuity and safety

Knowledge & Experience:

• Proven experience in an administration / call centre environment
• Able to operate telephony call queuing software systems(desirable)
• Knowledge of telecommunications equipment (desirable)
• Ability to work 24/7-365 shift roster including weekends and public holidays (mandatory)
• Medium to advanced skills in Microsoft Suite of products e.g. Word, Excel, Office Outlook
• Proven ability to learn new software packages

We are proud to be recognized by WORK180 as an employer of choice for women. Explore the WORK180 website to learn about our benefits and policies. Research shows that 60% of women and underrepresented groups may decide not to proceed, even after drafting an application. We believe diversity strengthens every team, so even if you don't meet every qualification, we still encourage you to apply!

Offer of employment is strictly subject to successful background (pre-employment screening) and criminal history check. VicTrack is an equal opportunity and human rights employer.

Closing Date: 18/10/2026