Senior Network Controller

Department of Customer Service; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Job summary

Senior Network Controller role within NSW Telco Authority, Department of Customer Service, Sydney. Lead the operational management of critical communications for Emergency Services Organisations and government agencies, ensuring frontline responders have reliable connectivity.

Role requires coordinating across ESOs, vendors and agencies, driving incident resolution and planning exercises to strengthen readiness.

Qualifications

• Experience leading operational management of mission-critical communications.
• Ability to coordinate across ESOs, government agencies and service providers.
• Strong analytical and decision-making skills in high-pressure environments.

Responsibilities

• Lead coordination of critical communications during incidents, emergencies and major events across NSW.
• Oversee radio network traffic management and make decisions to ensure service availability.
• Contribute to emergency planning and readiness initiatives to strengthen capability across NSW.
• Plan and conduct exercises to test response arrangements and improve readiness.
• Act as a key interface between NSW Telco Authority, ESOs and service providers.
• Drive resolution of operational issues and escalations affecting frontline communications.
• Analyse trends and risks to improve service delivery and customer outcomes.

Skills

Network traffic management

Incident coordination

Stakeholder engagement

Analytical thinking

Decision making under pressure

On-call readiness

Education

AIIMS ITIL certifications

Tools

P25 radio

Job description

Senior Network Controller Grade : 9/10 Salary range : $133,348-146,945 + superannuation and leave loading Duration : temporary full-time role for up to 12 months Location : Hybrid role with a minimum in-office requirement of 2 days per week in Sydney CBD and attendance at other sites as operationally required. Must be able to travel to Sydney locations within 2 hours in the event of a critical communications incident. This arrangement may be subject to change in line with DCS workplace policies. Lead the communications that keep NSW’s frontline emergency responders connected when it matters most. An exciting ongoing opportunity has come up for a Senior Network Controller to join the Technology Operations team in NSW Telco Authority, an agency in the Department of Customer Service. This is a unique opportunity to play a critical role in leading the operational management of critical communications services relied upon by Emergency Services Organisations (ESOs) and government agencies across NSW. As the Senior Network Controller, you will drive network traffic management, incident coordination and stakeholder engagement activities during emergencies and major events, ensuring frontline responders have reliable communications when they need them most. You will work closely with ESOs, government agencies, vendors and the managed network partner, leading network traffic management activities, driving incident resolution and influencing operational outcomes that support public safety across the state.

Your responsibilities will include

• Lead the coordination of critical communications services during significant incidents, emergencies and major events across NSW.
• Oversee radio network traffic management and make operational decisions to support service availability and restoration.
• Contribute to emergency planning, operational readiness and strategic initiatives that strengthen critical communications capability across NSW.
• Plan, facilitate and conduct operational exercises to test response arrangements, identify improvement opportunities and strengthen operational readiness.
• Act as a key interface between NSW Telco Authority, Emergency Service Organisations, government agencies and service providers.
• Drive the resolution of operational issues and escalations impacting frontline emergency service communications.
• Analyse operational trends and risks to identify emerging issues, improve service delivery and customer outcomes, and strengthen operational readiness.

To be successful in this role you will

• Be able to obtain and maintain a Baseline Security Clearance.
• Have experience in emergency management, incident management or a similar operational environment.
• Have a well-developed technical aptitude and appreciation of the role of mission-critical communications services including P25 radio.
• Demonstrate strong analytical, problem-solving and decision-making skills in high-pressure environments.
• Build trusted relationships with customers, stakeholders and service providers and influence outcomes through collaboration and effective communication.
• Be willing to support the 24/7 nature of operations, including participation in an on-call roster.
• Relevant qualifications or certifications in incident management, emergency management or service management (such as AIIMS and ITIL) will be highly regarded.

About the team

About the team This role sits within the Technology Operations team in NSW Telco Authority. You will be joining a friendly, fast-paced, dynamic and diverse team that is passionate about keeping people and places safe. We are committed to building a workplace that reflects the community we serve and welcome applications from everyone.

About NSW Telco Authority

NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders. We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.

NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services. We lead and coordinate the whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe across NSW.

NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and other flexible arrangements. We’re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.

We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.

For enquiries regarding this position, please contact Marianne Shields, Manager, Network Operations at [e-mail].

Salary Grade 9/10, with the base salary for this role starting at 133,348 base plus superannuation.

For enquiries relating to recruitment please contact Fiona Glover via [e-mail].

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 11:59pm Wednesday 21st October

Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace. The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [e-mail]. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process.