Network Management Centre Operator

About Us

VicTrack is the custodial owner of Victoria’s rail transport land, assets and infrastructure. We work to protect and grow the value of the portfolio, to support a thriving transport system and make travel and living better for all Victorians. With much of our asset portfolio dedicated to rail transport – our land, infrastructure, trams, trains and telecommunication networks – our focus is on strategic asset management and supporting the delivery of better transport solutions.

Benefits

• Free travel on all public transport – Trains | Trams | V/Line
• 20% leave loading
• Stable work environment - Victorian Government state-owned enterprise 
• 16 weeks paid parental leave (36 unpaid) 
• Comprehensive health & wellness programs
• Free access to on-site gym and end of trip facilities 
• Training and development opportunities to help you grow and develop your career

The challenges of our fast-growing sector put our people at the front of some of Victoria’s most exciting projects in telecommunications, property development and project delivery – with job opportunities as diverse as our organisation. 

The Role

As a key member of the VicTrack Network Management Centre (NMC), the NMC Operator participates in the day-to-day operations and monitoring of VicTrack’s telecommunications network and customer services.

This position ensures incoming and outgoing calls are handled in an efficient and effective manner, these may include calls from internal and external clients. The NMC Operator is responsible for delivering a high standard of service to VicTrack and its customers.

The NMC provides a 24-hour, seven days a week service (including weekends and public holidays). This position will be required to work a rotating shift roster.

Key Responsibilities:

• Monitor VicTrack security systems
• Log faults and report service failures, ensuring faults are processed with all relevant information
• Receive and action incoming calls for VicTrack and VicTrack customers providing a single point of contact, including the security desk and change management calls to activate and log ‘permit to work’ requests
• Implement quality and efficient solutions to resolve customer service issues
• Analyse alarms using various operational support system (OSS) components, monitor network thresholds, proactively take preventative action wherever possible according to agreed guidelines to minimise service disruption
• Complete allocated NMC reviews and sign-off for internal job tickets using VicTrack’s service delivery system
• Contribute to various process, directional reviews and forums from time-to-time

Knowledge & Experience:

• Proven experience in an administration / call centre environment
• Able to operate telephony call queuing software systems
• Knowledge of telecommunications equipment

To Apply

If you are interested in this exciting opportunity with us, please click apply and submit your resume in PDF format only. All applications are strictly confidential.

Offer of employment is strictly subject to successful background (pre-employment screening) and criminal history check. VicTrack is an equal opportunity and human rights employer.

Closing Date: 25/02/2024

***PLEASE ONLY SUBMIT YOUR RESUME AND/OR COVER LETTER IN PDF FORMAT