Technical Analyst

Telstra; City of Melbourne; On-site; AUD 110,000 - 170,000; Full time

Job summary

Telstra is seeking a Technical Expert to provide high-level technical service and support for Telstra’s PSTN and Access Networks. You will lead incident resolution and drive service improvements while working with a range of specialist teams.

The role emphasizes ownership of incidents, KPI-driven performance, and collaboration across Level 3, DevOps, and Engineering, with some after-hours recall support as required.

Qualifications

• Hands-on experience supporting Ericsson AXE PSTN networks.
• Detailed understanding of PSTN networks, platforms, access technologies, systems and operational support tools.
• Strong knowledge of ITIL practices, particularly Incident Management.
• Experience using network monitoring, fault investigation, and troubleshooting tools.
• Ability to investigate and resolve complex network incidents within operational service levels.
• Strong incident coordination skills, with the ability to manage multiple incidents across varying severity levels.
• Ability to identify technical or process deficiencies and develop suitable resolution strategies.
• Strong analytical, lateral-thinking, and structured problem-solving skills.
• Ability to make sound decisions in a dynamic, high-pressure service environment.
• Strong ownership, prioritisation, and time-management skills.
• Ability to work autonomously with minimal supervision and collaborate effectively within a broader technical team.
• Ability to follow established operational processes and procedures.
• Strong written and verbal communication skills, with the ability to communicate complex information clearly to different stakeholders.
• Demonstrated leadership, stakeholder coordination, and mentoring capabilities.
• Strong commitment to customer service and network integrity.
• Technical diploma, Engineering or IT degree, or equivalent relevant industry experience.
• Ability and willingness to participate in after-hours recall support when required

Responsibilities

• Monitor, investigate, troubleshoot, and resolve complex faults across PSTN and Access Network platforms.
• Apply structured incident management practices to restore services within agreed KPIs, OLAs, and service levels.
• Take end-to-end ownership of network incidents and drive them through to resolution.
• Coordinate multiple incidents across different severity levels in a high-pressure, real-time operational environment.
• Perform jeopardy management by identifying risks to incident resolution and engaging relevant stakeholders.
• Work closely with Level 3 support, DevOps, Engineering, Major Incident Management, vendor management, and other specialist teams.
• Provide specialist technical input into post-incident investigations and service improvement activities.
• Analyse KPI and OLA performance and contribute to operational reporting.
• Identify technical or process deficiencies and develop appropriate resolution or improvement strategies.
• Develop and maintain technical, operational, and administrative network documentation.
• Mentor team members and support the development of their technical and leadership capabilities.
• Maintain a strong focus on customer experience, network integrity, safety, compliance, and respectful workplace practices.

Skills

Ericsson AXE PSTN

PSTN networks

ITIL Incident Management

Fault investigation tools

Incident coordination

Root cause analysis

Documentation & reporting

Autonomous work

Team mentoring

Communication skills

Education

Technical diploma / Engineering or IT degree

Tools

Splunk

Python

APIs

Job description

Your role will involve providing high-level technical service and assisting in the development of solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.

You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve the performance and integration of systems, making a positive impact on customer experience.

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

Focus of the role

The Technical Expert will be responsible for the operation, maintenance, and ongoing support of Telstra’s PSTN and Access Networks. The role will provide specialist technical support for complex network faults, particularly across Ericsson AXE and associated access technologies, while driving incidents through to resolution within agreed service levels.

The role operates primarily during business hours, with after-hours recall support when required, and contributes to service improvement, network integrity, and customer experience.

Roles and Responsibilities

• Monitor, investigate, troubleshoot, and resolve complex faults across PSTN and Access Network platforms.

• Apply structured incident management practices to restore services within agreed KPIs, OLAs, and service levels.

• Take end-to-end ownership of network incidents and drive them through to resolution.

• Coordinate multiple incidents across different severity levels in a high-pressure, real-time operational environment.

• Perform jeopardy management by identifying risks to incident resolution and engaging relevant stakeholders.

• Work closely with Level 3 support, DevOps, Engineering, Major Incident Management, vendor management, and other specialist teams.

• Provide specialist technical input into post-incident investigations and service improvement activities.

• Analyse KPI and OLA performance and contribute to operational reporting.

• Identify technical or process deficiencies and develop appropriate resolution or improvement strategies.

• Develop and maintain technical, operational, and administrative network documentation.

• Mentor team members and support the development of their technical and leadership capabilities.

• Maintain a strong focus on customer experience, network integrity, safety, compliance, and respectful workplace practices.

Essential Skills

• Hands-on experience supporting Ericsson AXE PSTN Networks.

• Detailed understanding of PSTN networks, platforms, access technologies, systems, and operational support tools.

• Strong knowledge of ITIL practices, particularly Incident Management.

• Experience using network monitoring, fault investigation, and troubleshooting tools.

• Ability to investigate and resolve complex network incidents within operational service levels.

• Strong incident coordination skills, with the ability to manage multiple incidents across varying severity levels.

• Ability to identify technical or process deficiencies and develop suitable resolution strategies.

• Strong analytical, lateral-thinking, and structured problem-solving skills.

• Ability to make sound decisions in a dynamic, high-pressure service environment.

• Strong ownership, prioritisation, and time-management skills.

• Ability to work autonomously with minimal supervision and collaborate effectively within a broader technical team.

• Ability to follow established operational processes and procedures.

• Strong written and verbal communication skills, with the ability to communicate complex information clearly to different stakeholders.

• Demonstrated leadership, stakeholder coordination, and mentoring capabilities.

• Strong commitment to customer service and network integrity.

• Technical diploma, Engineering or IT degree, or equivalent relevant industry experience.

• Ability and willingness to participate in after-hours recall support when required

Good to Have Skills

• In-depth knowledge of Telstra’s PSTN Network and associated operational environments.

• Qualifications or equivalent experience in Software Development or a related technical field.

• Ability to write or maintain scripts using Python or PHP.

• Experience using Splunk for operational monitoring, investigation, or analysis.

• Experience building or integrating technical solutions using APIs.

• Broader understanding of current and emerging network technologies.

• Experience supporting the technical development of other team members.

• Exposure to service improvement programs, post-incident reviews, KPI analysis, and operational reporting

As part of your application with Telstra, you may receive communications from us on [phone] *** (for job applications in Australia

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on ***************@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment.