Senior Technical Operations Specialist

Vocus; Adelaide; On-site; AUD 150,000 - 190,000; Full time

Job summary

Vocus is seeking an experienced Senior Technical Operations Specialist to join the Specialist Operations team in Adelaide or Melbourne. You’ll be the senior technical authority for SD-WAN and security platforms, focusing on Fortinet and Cisco Meraki solutions and serving as the highest escalation point for critical incidents.

You’ll participate in an on-call roster and may require overtime to support major outages, security events and high-profile customers.

Qualifications

• 5+ years in Telecommunications or Managed Services environments.
• 3+ years hands-on SD-WAN experience.
• Strong Fortinet SD-WAN background with relevant certs (NSE4-6 or equivalent).
• WAN/MPLS/VPN and enterprise connectivity expertise.
• Routing protocols: OSPF, BGP, EIGRP, RIP.
• CCNP/JNCIS-SP or similar certifications are advantageous.
• Security and firewall design knowledge for complex networks.
• Packet analysis and advanced troubleshooting experience.
• Excellent written and verbal communication with stakeholders.
• Proven ability to operate under SLA pressure and lead incidents.

Responsibilities

• Act as senior escalation point for complex SD-WAN and security incidents.
• Provide expert support and operational management of Fortinet/Cisco Meraki SD-WAN.
• Collaborate with Architecture/Engineering to implement and optimise services.
• Troubleshoot network, voice and security issues across client environments.
• Manage high-impact escalations and major outages with clear communication.
• Lead major incident response and cross-functional coordination.
• Develop and share technical standards and procedures for consistency.
• Mentor engineers and promote continuous improvement.
• Identify risks and drive initiatives to improve performance and customer experience.

Skills

Telecommunications experience

Enterprise networking

SD-WAN knowledge

Fortinet networking

Cisco Meraki

Network security

BGP/O-SPF/EIGRP routing

CCNP/JNCIS-SP or similar

Incident management

Vendor engagement

Mentoring and coaching

Tools

Fortinet SD-WAN

Cisco Meraki SD-WAN

DNS/Voice/networking tools

Job description

The Opportunity

We're looking for an experienced Senior Technical Operations Specialist to join our Specialist Operations team and play a critical role in supporting our managed SD-WAN and security services based in Adelaide or Melbourne.

Reporting to the Specialist Operations Manager, the Senior Technical Operations Specialist serves as a senior technical authority for Vocus' SD-WAN and security platforms, with a strong focus on Fortinet and Cisco Meraki solutions.

You’ll act as the highest operational escalation point for complex customer incidents, executive escalations, major outages and security events, while working closely with Network Operations, Engineering and Architecture teams to deliver exceptional customer outcomes and improve service performance.

This role participates in anon-call roster and may require reasonable overtime to support critical customer services and major incident management activities.

What You’ll Be Responsible for

• Act as the senior escalation point for complex SD-WAN, network security and customer-impacting incidents.
• Provide expert support, configuration and operational management of Fortinet and Cisco Meraki SD-WAN solutions.
• Partner with Architecture and Engineering teams to ensure successful implementation, optimisation and ongoing operation of SD-WAN services.
• Troubleshoot and resolve complex network, voice and security issues across diverse customer environments.
• Manage executive, platinum and highly sensitive customer escalations, ensuring strong communication and positive customer outcomes.
• Lead major incident response activities during critical outages and security events, coordinating cross-functional teams to drive rapid service restoration.
• Develop, maintain and share technical standards, documentation and operational procedures to improve service consistency and capability.
• Provide technical leadership, mentoring and coaching to engineers and specialists while fostering a culture of continuous improvement and operational excellence.
• Identify operational risks and improvement opportunities, driving initiatives that enhance network performance, service stability and customer experience.

What You’ll Bring to the role

In this role, you’ll be recognised as a trusted technical leader who can confidently navigate complex networking and security environments. You’ll combine deep technical expertise with strong customer engagement skills, influencing outcomes across Operations, Engineering and Customer teams while supporting some of Vocus' most important customers and services.

• 5+ years' experience within a Telecommunications, ISP, Managed Services or Network Operations environment.
• 5+ years' experience supporting enterprise LAN, WAN and networking technologies.
• 3+ years' hands-on experience managing and supporting SD-WAN solutions.
• Strong experience supporting Fortinet SD-WAN technologies, with relevant Fortinet certifications highly regarded (NSE4, NSE5, NSE6 or equivalent).
• Advanced knowledge of WAN technologies including MPLS, VPN, SD-WAN and enterprise connectivity solutions.
• Expert-level understanding of IP routing protocols including OSPF, BGP, EIGRP and RIP.
• Strong switching and network infrastructure experience across multi-vendor environments.
• Vendor certifications or equivalent practical experience, such as CCNP, JNCIS-SP or similar.
• Strong network security knowledge, including firewall technologies, segmentation and secure network design.
• Experience performing packet analysis, packet captures and advanced network troubleshooting.
• Understanding of DNS, internet technologies, web hosting and related services.
• Experience supporting IP voice technologies and voice network design principles.
• Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders.
• Proven ability to perform effectively in high-pressure, SLA-driven operational environments.
• Demonstrated mentoring, coaching and capability-development experience.
• Strong organisational skills, initiative and a genuine commitment to delivering outstanding customer experiences.