Senior Network & Operations Officer

Organisation / Entity: Department of Customer Service
Job category:
Information and Communications Technology
Information and Communications Technology | Security
Job location:
Central & North Coasts - Newcastle & Hunter Valley / Gosford, Central Coast and Region
Central & North Coasts - Newcastle & Hunter Valley / Lismore & Far North Coast
Regional NSW / Bathurst & Central West NSW
Sydney Region / Sydney City
Job reference number: req23885
Work type: Full-Time
Total remuneration package: $116,211-$128,061 p.a. + super + leave loading
Contact: Kayla Hogan - 02 9372 8892
Contact email: kayla.hogan@customerservice.nsw.gov.au
Closing date: 16/12/2022 - 10:00 AM
Targeted / Identified:

Senior Network Services and Operations Officer
Ongoing role

Flexible location – Role can be based in Sydney / Bathurst / Gosford / Tweed Heads

Hybrid working options available and all flexible working arrangements considered including part-time, part-year and job-share

An exciting ongoing opportunity has arisen for a Senior Network Services and Operations Officer to join the NSW Telco Authority, a rapidly growing part of Digital.NSW within the Department of Customer Service.

In this role you will provide expertise and strategic input to the management of network services & operations to deliver efficient and effective operational telecommunications services through the Government Radio Network. In addition, you will support and assist the design process by pro-actively identifying support requirements for new or updated technology that is added into the GRN and manage transition to ensure that all new services/elements are planned for, tested and put into production without defects. You will balance competing demands from internal and external stakeholders within a complex and evolving regulatory, policy and technical environment.

You will be joining a friendly, fast-paced, dynamic and diverse team who is passionate about keeping people and places safe.

We are an inclusive employer that fully supports flexible working and values our people for their diverse ideas, backgrounds and skills. We are committed to building a workplace that reflects the community we serve and welcome applications from everyone.

The role sits within the Networks and Operations Services team of NSW Telco Authority.

Opportunities this thrilling don't come around often. Don't let this one pass you by!

In this role you will:

• Oversee the performance of third-party service providers parties to operate, support and maintain infrastructure and assets, to ensure service delivery is in line with agreed contracts and service performance levels
• Proactively identify and manage risks and respond to incidents and assets, that can impact network performance to develop mitigation stages in line with plans and processes to facilitate highly responsive actions during critical incidents
• Provide expertise and input to the development maintenance and review of critical processes to identify and recommend opportunities for savings and improvements and ensure the effective development and delivery of network services
• Build and maintain strong partnerships with key internal stakeholders and external service providers to effectively support the identification and timely resolution of network operational and service issues and improve service delivery outcomes
• Coordinate, monitor and assure the quality of consolidated performance and status reports to provide insights and inform evidence-based decision making
• Being on call and available 24/7 when rostered, to participate in the response to potential, developing and actual significant telecommunications service interruptions, which may occur with little or no warning

To be successful in this role you will demonstrate:

• Demonstrated relevant working experience in Telecommunications or in a similar role
• Strong experience in a network operations role or in a similar setting
• Excellent analytical, attention to detail and practical problem-solving skills
• Previous experience in a rapidly changing environment
• Ability to work under pressure and within tight timeframes
• Strong customer service skills, including good communication skills with drive for total customer satisfaction as result of work performed
• Confident verbal and written communication and presentation skills including effective consultation and liaison
• Sound planning capability, good prioritisation skills and personal organisation to set priorities and meet deadlines
• Tertiary qualification in Engineering, Information Technology, Network Operations or similar

What we need from you:

An up-to-date CV and a brief cover letter outlining how your skills and experience are aligned to the role.

Click here to access the role description.

For enquiries regarding this position, please contact Steve Searle on steve.searle@customerservice.nsw.gov.au.
For enquiries relating to recruitment, please contact Kayla Hogan on kayla.hogan@customerservice.nsw.gov.au.

This is a Grade 9/10 role, with the salary starting at $116,211 base, plus superannuation + leave loading + accrued flex leave + continuous professional development opportunities.

Closing Date: Friday 16th December 2022 at 9:59am.

About NSW Telco Authority

NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders.

We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.

NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services.

We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.

NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements.

We’re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.

We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.

For more information, go to NSW Telco Authority.

Working at the Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset. Visit our Careers site to find out what it means to work for us.

Our Commitment to Diversity, Inclusion and Flexibility

We are committed to diversity, inclusion, and new ways of working. The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement.

We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.

If you do require an adjustment during the recruitment process, please notify us on your application form or contact the recruiter via kayla.hogan@customerservice.nsw.gov.au.