Senior Technical Operations Specialist

Vocus Group; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working environment

Career development plans

Wellbeing initiatives

Staff discounts

Job summary

Vocus Group is seeking a Senior Technical Operations Specialist to lead escalation for complex SD-WAN and security incidents in Melbourne or Adelaide. You will act as the technical authority for Fortinet and Cisco Meraki platforms, guiding architecture, engineering and on-call teams to restore services and maintain performance.

You will mentor engineers, drive operational excellence, and collaborate with customers and internal teams to improve outcomes and stability across high-pressure SLA

Qualifications

• 5+ years in Telecommunications/Managed Services or Network Operations.
• Hands-on SD-WAN with Fortinet/ Meraki platforms.
• Strong customer and stakeholder communication.

Responsibilities

• Act as senior escalation point for SD-WAN and security incidents.
• Lead major incident response and cross-functional coordination.
• Develop and maintain technical standards and procedures.
• Provide mentorship to engineers and specialists.

Skills

Fortinet SD-WAN

Cisco Meraki

Network security

IP routing (OSPF/BGP)

Incident management

Mentoring / coaching

High-pressure SLA

Education

Fortinet NSE Certifications

CCNP / JNCIS-SP

Tools

Fortinet

Cisco Meraki

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 an on-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.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.