At Optus, we don't sit back and let the future happen to us : we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We are on the look out for hands on professionals to step into the role of Major Incident Manager. The role reports to the Associate Director of Major Incident Management and is a key role aligned with ITIL best practice for Incident Management. This position works closely with other ITIL processes such as Configuration, Change, Problem, Service Level, and Availability Management to ensure a cohesive approach to managing service disruptions. The role operates within a 24x7 rotating roster as part of the Major Incident Management team in our Optus Network Operations Centre in Sydney. The primary responsibility of the role is to restore network services to normal operation as quickly as possible during high severity incidents, minimising adverse impacts on customers. The role also coordinates the day:to:day operational activities within the Optus Command Centre related to managing and resolving critical network incidents, ensuring service quality and availability are maintained at the highest levels. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Location: 100 on site at Macquarie Park, Sydney : Work Pattern: Rotating shift roster, including morning, afternoon and night : Application Closing Date: 27th July 2025 The day to day stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Lead and manage high:impact incidents to restore service quickly and minimise disruption to customers and business operations. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Act as the central point of contact for major incident communication, including handling customer issues and stakeholder engagement across business units. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Provide clear, timely, and audience:appropriate updates on major network incidents to internal business partners. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Coordinate field resources to support rapid service restoration and maintain outstanding customer experience. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Supervise and influence KPIs, analyse incident trends, and generate reports to support continuous improvement of incident management processes. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Drive and support the implementation of service management best practices across networks. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Build strong working relationships with senior leaders and ensure collaboration between the Command Centre and customer:facing units. Why you are our next Major Incident Manager: stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Extensive experience in Networks or Telecommunications with deep understanding of the ITIL framework and a current ITIL Foundation Certificate. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Proven leadership in managing internal and outsourced teams, with strong organisational and cross:functional coordination skills. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Superb communication abilities-written, verbal, and presentation-confident in engaging stakeholders at all organisational levels. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Strong relationship:building skills with a collaborative approach, capable of leading diverse teams and managing customer expectations. stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: : Highly customer centric, with a