OCC Engineer Level II I - W&I 85

About the Role

The Service Operations OCC team is accountable for the operation, maintenance of Vocus Networks and Network facilities. It also is 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 T2 Engineer will be accountable to ensure the effective delivery of operational tasks including monitor, log & diagnose, enrichment, manage and resolve/close of all tickets (including change) during the shift period; in addition, they will be responsible for meeting all KPI/OLA and service level requirements.

Please note: This is a full-time, permanent position based fully on-site within our Operations Command Centre located in the Melbourne CBD. Please note, this position works across a 24/7, 365 days rotating shift work roster.

Applicants must hold current Australian citizenship status to meet governmental criteria for NV1 Baseline Clearance, which is essential for this role.

Your key responsibilities in this role will include, but are not limited to:

• Manage the resolution of Incidents across the full range of supported services, specialising in Voice technologies. This includes prioritization, communication, escalation, analysis and review.
• A forensic approach to event monitoring and incident management
• 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 prioritization, allocation, progression, resourcing and appropriate escalation of operational tasks.
• Constantly monitoring for attacks and intrusions (physical/logical) on Vocus networks
• 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.
• Deep understanding of security operations and process
• 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
• Perform the role of Major Incident Controller 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 to meet service level targets.

• Participate in an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Inspire creative thinking and support strategic vision

About You

• Minimum of 3 years' experience within a telecom's operational environment with an excellent understanding of I.T, broadband internet, telecoms and transmission, cloud & I.P
• Ability to work a 24x7 Roster
• At least 2-3 years of experience in a technical helpdesk role, preferably in a Telco OCC environment supporting voice network.
• Working knowledge on carrier-grade VoIP solutions and data products.
• Working knowledge on voice internetworking standards such as ISDN, ISUP, SS7 etc.
• Exposure or working knowledge of GenBand and BroadSoft Voice platforms will be a huge plus
• Strong understanding of VOIP related protocols, SIP, RTP, different codecs etc.
• Sound knowledge on Layer 2 and Layer 3 protocols in the OSI model.
• Awareness of ISO27001, ISO9001, ISO20000
• Ability to prioritize work loading a complex networking environment
  Passionate, self-motivated and driven with a hunger for learning and growth.
• Strong communicator with a high degree of written and verbal communication skills.
• Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point.
• Results oriented with energy and passion to achieve and exceed stretching objectives and to deliver within tight timescales.