NOC Contact Centre Specialist — Cloud & ITIL Ops (Hybrid)

Singtel Group; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive remuneration

Employee discounts

Flexible working arrangements

Job summary

Optus, a Singtel Group company, is seeking a Contact Centre Specialist to deliver technical support for Cloud Contact Centre environments. You’ll handle escalated incidents, update ServiceNow records, and work with internal teams and vendors to meet security and service requirements.

On onboarding, you’ll join a 24x7 rotating roster with 5 days on-site. Flexibility for three days in office and two days remote or home is available, along with competitive remuneration and wellbeing benefits.

Qualifications

• Strong ICT technical and operational background with experience supporting Contact Centre, Networks and Cloud technologies.
• Proven troubleshooting and analytical thinking under pressure.
• Experience working to SLAs in a Network Operations Centre (NOC).
• Familiarity with incident, problem and change management processes in ServiceNow.
• Excellent customer and vendor engagement capabilities and clear communication.

Responsibilities

• Deliver technical support for Cloud Contact Centre environments, handling escalated incidents and customer issues.
• Update and maintain ServiceNow records, ensuring accurate tracking of incidents, changes, and interactions.
• Execute complex MACs, transitions, and after-hours changes following established processes.
• Collaborate with internal teams and vendors to resolve technical issues and support security requirements.
• Keep technical documentation up to date to support operations and knowledge sharing.
• Participate in service governance meetings, providing updates and insights.

Skills

NOC experience

ServiceNow

Incident management

Change management

Customer communications

Tools

ServiceNow

Job description

Optus, a Singtel Group company, is seeking a Contact Centre Specialist to deliver technical support for Cloud Contact Centre environments. You’ll handle escalated incidents, update ServiceNow records, and work with internal teams and vendors to meet security and service requirements.

On onboarding, you’ll join a 24x7 rotating roster with 5 days on-site. Flexibility for three days in office and two days remote or home is available, along with competitive remuneration and wellbeing benefits.