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Form of workAbout us
There’s something special about working for Macquarie Technology Group. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do! We make a difference and we’re #SoUnTelco in everything we do.
If you want to make a difference, then this is the place for you!
The Role
Macquarie Technology’s Network Operations Centre (NOC) maintains Macquarie Telecom's Network Infrastructure and services, and our customers network services and products, to adhere to our Service Level Agreements.
Your role will be to lead a group of both emerging and highly skilled Network Engineers, whilst also being a central point of coordination for business-as-usual service requests, customer related escalations, changes to the production environment and management of service fault escalations with third party service providers and vendors.
What you will be doing
- Coaching, mentoring, training, development, recruitment, and retention of our Network Engineering staff
- Continuous Proactive Service and Network Monitoring
- Technical resolutions for the issues logged by customers
- Prioritisation of work/service requests from customers
- Ongoing communications with both internal and external stakeholders on the progress of their service requests and incidents
- Escalation and management of faults with third party service providers and vendor technical support teams, driving support processes to satisfactory outcomes
Your ideal skills and experience
- Industry based certification at Professional level (e.g. CCNP or JNCP)
- Industry based certification at Expert level (e.g. CCIE or JNCIE)
- ITIL V3 or V4 Foundations or above
- STEM related University Degree (e.g. Engineering, Telco etc.)
- 5+ years’ experience leading high performing teams in customer environments, preferably working in TSC/SOC/Technical Contact Centres
Why Us
- You’d be joining a company that has the highest Net Promoter Score on the ASX, the World's best customer experience & crowned in 2020 at the World Communications Awards.
- You’ll get to make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action
- We Invest in you: Accelerate your career through our learning & development opportunities - think Gallup strengths-based training, defined career pathways & fantastic internal mobility opportunities across the group
