P1/P2 Incident Lead - 24/7 Onsite

Optus; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Remuneration (competitive)

Employee discounts

Flexible working: 3 days in office, 2远

Office facilities on campus

Parental leave up to 16 weeks

Wellbeing support 24/7

Job summary

Optus is seeking a Major Incident Manager to own end-to-end facilitation and management of Priority 1 and Priority 2 incidents across the Optus network. You will restore services within SLA, coordinate cross-functional teams, and provide executive-level updates during high-impact events. This role is on a 24/7 rotating roster onsite at Macquarie Park.

You will lead incident governance, crisis coordination, and post-incident reviews, with a focus on service resilience and customer outcomes.

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 technical and management bridge calls.
• Strong vendor and third-party management capability across multi-vendor networks.
• Ability to multitask and make sound decisions under pressure.
• Excellent written and verbal communication, with executive reporting."

Responsibilities

• Govern and facilitate P1, P2 and high-risk incidents from identification to restoration within SLAs.
• Coordinate crisis responses, bridges, and emergency change approvals with offshore partners during major events.
• Act as escalation point for Optus teams, suppliers and third parties to resolve incidents and outages.
• Lead clear, timely executive communications and manage vendor engagement for restoration and RCA.
• Prepare monthly SLA packs, post-incident reports, and KPI tracking for continuous improvement.
• Support Business Continuity Planning and global delivery centre crisis requirements with cost-effective restoration.

Skills

Incident management

Vendor management

Stakeholder management

Executive reporting

Communication

Decision making

Education

ITIL Foundation or higher

Job description

Optus is seeking a Major Incident Manager to own end-to-end facilitation and management of Priority 1 and Priority 2 incidents across the Optus network. You will restore services within SLA, coordinate cross-functional teams, and provide executive-level updates during high-impact events. This role is on a 24/7 rotating roster onsite at Macquarie Park.

You will lead incident governance, crisis coordination, and post-incident reviews, with a focus on service resilience and customer outcomes.