Operations Command Centre
Vocus
  • locationMelbourne, VIC
  • salaryNot disclosed
  • full-time 29 January 2021
  • locationMelbourne, VIC
  • salaryNot disclosed
  • full-time
Job Description

*** MUST BE AN AUSTRALIAN CITIZEN AS YOU WILL NEED TO BE ELIGIBLE TO GAIN A GOVERNMENT SECURITY CLEARANCE - NV1 ***

We are a business who is crazy about customers. We use disruptive thinking every day to ensure that we are capturing every opportunity to deliver the ultimate experience to our customers and people. We empower our people to Do it. Own it. Love it and that’s why they choose to work for us. Here, it’s never just a job – We care about what we do and the impact we have, and that’s what connects us.

Whoever you are, you'll fit right into our team of 1,400 different personalities. We’ll support you to be the best you can be here at Vocus and at home.

What’s the opportunity?

The Service Operations OCC team is accountable for the operation, maintenance of Vocus Networks and Network facilities.

The Operations Command Centre (OCC) team is accountable for the operations, assurance and maintenance of the Vocus Network It is also accountable for all wholesale and retail service provider customer interactions from a service support perspective and is the owner of the customer experience on Vocus technologies

The OCC Shift Team Leader will be accountable for leadership of a shift team of Network Engineers to ensure the effective delivery of operational tasks during the shift period; in addition, they will be responsible for meeting all KPI/OLA and service level requirements.

Here’s a typical day in your life:

Incident Management:
Monitor various ticket queues to ensure tickets have not breached
Ensure tickets are responded to in a timely fashion
Point of escalation for management
People Skills:

Leading your team on the journey to a center of excellence
Uplifting Vocus Customer Experience
Ensuring team abide by company values
Training and Development:
Strong Leadership, Challenge, coach and confront
Performance Management
Review training material, documentation and processes improvement

*** MUST BE AN AUSTRALIAN CITIZEN AS YOU WILL NEED TO BE ELIGIBLE TO GAIN A GOVERNMENT SECURITY CLEARANCE - NV1 ***


***YOU MUST BE COMFORTABLE WITH WORKING 24/7, 365 DAYS A YEAR SHIFT ROSTER ***

Duties & Responsibilities:
Manage the resolution of Incidents across the full range of supported services. This includes prioritization, communication, escalation, analysis and review.
Manage the resolution of Incidents across the full range of supported services. This includes prioritization, communication, escalation, analysis and review.
Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements by the prioritisation, allocation, progression, resourcing and appropriate escalation of operational tasks.
Assist in the development of shift team members and by providing formal input to regular performance reviews, performing on the job coaching and implementing training and development plans and activities.
Maintain existing documentation, fault management and change management standards
Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR’s and departmental objectives
Assisting the Major Incident Manager during Major Service Outages, acting as the first point of escalation for operational issues and defining, communicating and implementing escalation plans and fix strategies to restore service
Tactically manage shift resourcing to meet operational performance standards, documenting sickness, leave, training and absence of shift team associates
Maintain shift team discipline, morale and resolve dysfunctional behaviour by proactively monitoring performance and escalating issues to the management team.
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and provide team with strategic vision
Maintains compliance on mandatory learning modules
Any other duties as required to perform in the role

It’s a seriously exciting time to join Vocus and there’s even more to come. If you think you want to join us and be part of something great, do it and apply now!

The extra stuff we know you want to know

We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more!

Did I hear you say, “Who is Vocus?”

We are a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that’s what we’ve given them.
We built the network thanks to our own team of highly skilled fibre engineers.
We own our network giving us easier, straightforward access.
We manage our network here in Australia out of our Melbourne offices.
We now have more than 30,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.

Work Authorisation
Supporting Documents

    NONE

Share This Job
About

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

More...
About Vocus

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

More...
Supporting Documents

    NONE

Work Authorisation
company-profile-photo

Operations Command Centre

  • Job Details:
    Not disclosed AUD
    Melbourne, VIC, Full time
  • Key Dates:
    29 January 2021
    Last 7 days to apply
  • Industry:
    Information and Communication Technology
  • Insights:
    0 Applicants
    1 Views
Job Description

*** MUST BE AN AUSTRALIAN CITIZEN AS YOU WILL NEED TO BE ELIGIBLE TO GAIN A GOVERNMENT SECURITY CLEARANCE - NV1 ***

We are a business who is crazy about customers. We use disruptive thinking every day to ensure that we are capturing every opportunity to deliver the ultimate experience to our customers and people. We empower our people to Do it. Own it. Love it and that’s why they choose to work for us. Here, it’s never just a job – We care about what we do and the impact we have, and that’s what connects us.

Whoever you are, you'll fit right into our team of 1,400 different personalities. We’ll support you to be the best you can be here at Vocus and at home.

What’s the opportunity?

The Service Operations OCC team is accountable for the operation, maintenance of Vocus Networks and Network facilities.

The Operations Command Centre (OCC) team is accountable for the operations, assurance and maintenance of the Vocus Network It is also accountable for all wholesale and retail service provider customer interactions from a service support perspective and is the owner of the customer experience on Vocus technologies

The OCC Shift Team Leader will be accountable for leadership of a shift team of Network Engineers to ensure the effective delivery of operational tasks during the shift period; in addition, they will be responsible for meeting all KPI/OLA and service level requirements.

Here’s a typical day in your life:

Incident Management:
Monitor various ticket queues to ensure tickets have not breached
Ensure tickets are responded to in a timely fashion
Point of escalation for management
People Skills:

Leading your team on the journey to a center of excellence
Uplifting Vocus Customer Experience
Ensuring team abide by company values
Training and Development:
Strong Leadership, Challenge, coach and confront
Performance Management
Review training material, documentation and processes improvement

*** MUST BE AN AUSTRALIAN CITIZEN AS YOU WILL NEED TO BE ELIGIBLE TO GAIN A GOVERNMENT SECURITY CLEARANCE - NV1 ***


***YOU MUST BE COMFORTABLE WITH WORKING 24/7, 365 DAYS A YEAR SHIFT ROSTER ***

Duties & Responsibilities:
Manage the resolution of Incidents across the full range of supported services. This includes prioritization, communication, escalation, analysis and review.
Manage the resolution of Incidents across the full range of supported services. This includes prioritization, communication, escalation, analysis and review.
Ensure the effective completion of proactive and reactive operational tasks and routines by the shift team to deliver process outputs and meet service level requirements by the prioritisation, allocation, progression, resourcing and appropriate escalation of operational tasks.
Assist in the development of shift team members and by providing formal input to regular performance reviews, performing on the job coaching and implementing training and development plans and activities.
Maintain existing documentation, fault management and change management standards
Create reports and provide commentary on operational progress/reports for staffing, network performance, PIR’s and departmental objectives
Assisting the Major Incident Manager during Major Service Outages, acting as the first point of escalation for operational issues and defining, communicating and implementing escalation plans and fix strategies to restore service
Tactically manage shift resourcing to meet operational performance standards, documenting sickness, leave, training and absence of shift team associates
Maintain shift team discipline, morale and resolve dysfunctional behaviour by proactively monitoring performance and escalating issues to the management team.
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and provide team with strategic vision
Maintains compliance on mandatory learning modules
Any other duties as required to perform in the role

It’s a seriously exciting time to join Vocus and there’s even more to come. If you think you want to join us and be part of something great, do it and apply now!

The extra stuff we know you want to know

We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more!

Did I hear you say, “Who is Vocus?”

We are a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that’s what we’ve given them.
We built the network thanks to our own team of highly skilled fibre engineers.
We own our network giving us easier, straightforward access.
We manage our network here in Australia out of our Melbourne offices.
We now have more than 30,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.


Be Careful

Don’t provide your bank or credit card details when applying for jobs. Learn how to protect yourself here.

Share This Job
Want to be successful in securing this job?

Post your task and get experts help on:

  • Resume
  • Coverletter
  • Job Application

Get help from Experts Now!