Employment Type

Permanent

Closing Date

23 Oct 2024 11:59pm

Job Title

Technical Analyst

Job Summary

As a Technical Analyst, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile and collaborative environment.

Your role will involve providing high-level technical service and assisting in the development of solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.

You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve the performance and integration of systems, making a positive impact on customer experience.

Job Description

Connect with Telstra  

We’re all about helping our customers connect faster, better and smarter. And that’s where you come in, to help us realise our purpose to build a connected future so everyone can thrive. 
 
Here’s what you can expect from us: 

• Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.  
• There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most. 
• Pay for performance. We recognise outstanding contributions through our competitive incentive programs. 
• Parental Leave. A gender-equal policy for all parent/s so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.  
• Unlimited learning. Level up your skills with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits towards degrees and Masters programs. 
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.  
• Extra perks. Receive 25% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners. 

Our Global Networks & IT team
Being part of Global Networks and IT means you will be part of a team that focuses on extending our network superiority to enable the continued execution of our digital strategy. You will be working with world-leading technology and change the way we work to ensure business needs drive priorities and accelerate the delivery of our digitisation programme.

Profile Summary
As a Technical Analyst, you can’t resist solving problems. Your creativity, innovation and investigative skills will be put to the test to ensure we meet the demands of our emergency services customers (Police, Fire, Ambulance,...). You will collaborate with key stakeholders to drive value and outcomes for operational efficiency and effectiveness. Your work you perform and create will have the customer front of mind to ensure as a team we meet their needs and expectations.

The role with us
This role is in the Radio & Emergency Managed Services and will take a lead in the operation and maintenance of Telstra’s Triple Zero Networks, Government Radio Networks, National Emergency Alerts and Communications, and Call Trace.

You will be responsible for assisting, rostering, and training the NOCC team, driving the improvement initiatives and on-boarding new businesses, and help define the future for how we detect, communicate and respond to our emergency customers. You will provide a pivotal role in ensuring the requirements which enable our team to perform operations at their absolute best, are met.

You will be part of a dynamic team in a position where you will drive innovation through developing solutions. With an analytical focus on data, you will ensure our requirements are catered for in the data we have, and the data we need for the future. As part of the operations group, you will work closely with other parts of the business to ensure all solutions meet our requirements.

This includes playing your part in key decisions for new products and solutions.

You will have the opportunity to not only define business improvement ideas, but also bring them to life. Your ability to understand business processes to bring it all together is paramount to the success of the role. This may involve reviewing and analysing incidents, work-shopping ideas with colleagues and working through issues with other technology teams. By building key relationships, you will identify opportunities to improve workflows, operational practices, automation uplift, and more.

This role requires self-ownership with learning and development of the various technologies, systems, and tools. You will be expected to invest and contribute to improving yourself and the team’s capabilities.

Key Responsibilities

1. Develop and maintain a comprehensive understanding of our business, its processes, and future directions.

2. Lead, assist, and train the NOCC team, ensuring our roster is effectively managed to provide 24/7 coverage that meets business needs.

3. Work closely with key stakeholders to ensure seamless alignment of plans and strategies across the organization.

4. Lead new projects and integrate new business operations into the NOCC team efficiently.

5.Play a pivotal role in achieving service restoration goals by adhering to established standards, practices, procedures, and agreements.

6.Address evolving business priorities and needs with agility, overcoming obstacles as they arise.

7.Conduct thorough reviews of incidents to identify and resolve issues that affect efficient management.

8.Identify, document, and communicate risks and issues for visibility within technology teams and to Technical Product Owners.

9.Contribute to ongoing improvement efforts through innovative ideas, automation initiatives, process improvements, and documentation.

10.Assist in analysing service level reports and provide input into post-incident investigations.

11.Provide support for Major Incident Management, especially during high-priority customer-impacting incidents and network risk scenarios.

12. Ensure network changes align with processes and meet Service Level Agreements (SLAs) through Real-Time Change Management.

13.Create and maintain customer operation playbooks and update documentation to ensure accuracy and relevance.

14. While this role primarily operates during regular business hours, be prepared to support teams on a 24/7/365 roster, including weekends and public holidays as needed, and step in to cover shifts during staff shortages.

About you
To be successful in the role, you'll need:

Essential

• To work as a member of a team based in Clayton (Vic).
• Understanding of incident management and how an operations team works
• Demonstrated ability to analyse and interpret operational performance data, identifying trends and opportunities for improvements
• Demonstrated stakeholder management skills and exceptional customer service skills
• Demonstrate the ability to work in a diverse team environment
• Demonstrated ability to learn and develop a deep understanding of our networks, technologies, infrastructure, key processes, data, applications and automation development.

High desirable

• Experienced in data analytics with solid experience in using Splunk, Tableau and PowerBI
• Exposure to Jira, Confluence and other tools
• Experience with networking monitoring tools and applications
• Experienced in coding and experience in building process automation
• Experience in providing technical support, involved in the detection of network infrastructure incidents, investigation, and rectification of complex faults

If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!  
 
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We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process.   
www.telstra.com.au/careers/diversity-and-inclusion or email us at [email protected] noting your preferred method of contact.