OCC Shift Team Leader

The Opportunity

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.

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

This position will require the successful applicant to work 24/7, 365 days a year, shift roster within a 24/7 OOC environment located in Melbourne.

**Australian Citizenship is Mandatory to be able to get the NV1 Clearance**

What you’ll be doing

• 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
• Maintain compliance on mandatory learning modules

What you’ll bring

• You are an Australian citizen, able to get the NV1 clearance
• Experience in a telecom’s operational environment with an excellent understanding of I.T, broadband internet, telecoms and transmission, voice, cloud & I.P background
• Experience working in Service Management environment or similar with knowledge of ITIL processes and qualified to a minimum of ITIL Foundation.
• Strong time management and organisational skills.
• Problem solving skills and the ability to resolve customer / network issues.
• The ability to work effectively in a team environment.
• Strong attention to detail.
• Strong leadership skills.
• Deep knowledge of a telecom’s operational environment with a general understanding of I.T, broadband internet, telecoms desirable
• Ability to work a 24x7 Roster
• Ability to work under own initiative and effectively manage customer and inter-departmental relationships.
• Awareness of ISO27001, ISO9001, ISO20000Ability to prioritize workload in 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