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Technical Services Manager

Optus
Canberra, ACT
21 days ago: SingTel

Job Description

Join a company dedicated to your career development and where you can simply be yourself at work!

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

We've put a lot of investment be/hind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.

About the role:

* This role involves work for the Australian Government and will potentially have access to classified information/resources. As such, a security clearance is required and therefore it is a requirement that the successful candidate be an Australian Citizen. *

Working with the Optus Home Affairs Managed Network Services (MNS) team this role is responsible for technical delivery management of the following UC environments:

·         National VOIP Solution (Cisco)

·         Standalone PABXs at a small number of regional locations (NEC)

·         Voice Carriage

·         National Video Conference Solution (Polycom)

·         Integration of Voice and Video with the Department-managed Skype Solution

Responsibilities:

·         The Unified Communications Technical Delivery Manager (TDM) role provides operational advice, support and technical expertise in the design, development, implementation, maintenance and operational assurance

·         Work closely with pre-sales focusing on the design and supportability elements of in scope UC architecture.

·         Use ITIL, Incident, Change and Problem Management techniques to drive technical resolver groups in the resolution, root cause analysis, corrective and preventive actions to ensure that UC performance levels are exceeded.

·         Work closely with Engineering resources and where applicable, provide functional leadership in the successful development, operation and maintenance of the UC services

Experience required:

·         Demonstrated experience supporting voice and/or video conference solutions

·         Demonstrated ability to manage Technical Customer Delivery outcomes including:

o    Incident Management

o    IT Service Continuity

o    Capacity Management

o    Availability Management

o    Change Management

o    Configuration Management

o    Problem Management

·         Ability to manage and maintain relationships with clients at Senior and Operational management levels.

·         Demonstrated knowledge of current and emerging UC technologies.

·         High level interpersonal and communication skills both oral and written, including experience in writing complex management reports, such as network performance overviews and recommendations, submissions, and business cases.

·         Demonstrated ability to work with other ICT specialists and to foster a strong team spirit within a group. Strong service orientated skill set.

·         ITIL V3 Foundation certification or demonstrated ITIL knowledge to an equivalent level.

Professional/technical skills

·         Technical knowledge and understanding of:

o    Voice (VOIP and analogue/digital) technologies

o    Vendor experience/knowledge with Cisco and Polycom

o    Carriage (Data, SIP, ISDN).

o    Security (e.g. ISM, PSPF, ASD Cyber Security Mitigation Strategies)

o    Support Tools (Monitoring, Reporting, Backups, Logging, Authentication, Management etc.).

·         A proven ability to facilitate and co-ordinate multiple technical teams and third-party vendors in support of complex operational outcomes.

·         A proven ability to manage the transition from project delivery to support within area of accountability.

·         A proven ability to manage Cisco Licensing and support contracts.

·         Ability to understand commercial models that underpin operational support models.

Employee Benefits

Working at Optus will provide you with a range of benefits that will enrich your personal and professional life. With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and child care services, we ensure that we provide you with a safe and productive work environment.

Head on over to http://www.optus.com.au/about/careers to find out more about what it's like working with Optus.


Join a company dedicated to your career development and where you can simply be yourself at work!     So, Why Optus? We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence. Weve put a lot of investment be/hind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.   About the role:   * This role involves work for the Australian Government and will potentially have access to...