Major Incident Manager
Core
Facilitate and manage Priority 1, Priority 2, and high-risk incidents across the Optus telecommunications network to restore services within SLAs.
Role type
Senior Major Incident Manager
Builds
Service resilience and incident response performance for Optus network operations
Domain
Telecommunications / Network Operations
Required skills
Major incident management, crisis response coordination, executive communication, vendor management, SLA tracking, root-cause analysis, multi-party bridge call leadership
Preferred skills
Telecommunications network environment experience, ITIL v3 Foundation certification, multi-vendor environment management, decision-making under pressure
Technologies
ITIL v3, SLA frameworks, incident management tools
Responsibilities
Govern and facilitate P1/P2/high-risk incidents from identification to restoration; Coordinate crisis response activities and emergency change approvals; Act as key escalation point for teams and suppliers; Lead executive communications and manage vendor engagement; Prepare monthly SLA ratification packs and post-incident reports; Support Business Continuity Planning execution