About the role:

This role has a proactive responsibility to help identify, articulate and drive the transformation and integration of Global Business Services (GBS) and the Service Central platform business processes and supporting technical solution features for the Telstra Enterprise Service Management Framework.

As an integral member of the service improvement team, the role provides capability expertise (ITIL functions – incident, request, problem, etc.) as it relates to the service management domain and program context in the preparation of features related to Service Central.

Key Responsibilities:

• Day to day running incident management with consistency, improve customer advocacy, efficiency of the overall 24x7 shift operations
• Produce deployment strategy, plan and schedule for Service Central enhancements
• Contribute towards digitization programs- machine learning
• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists
• Participate in regression testing and ensure the availability of the release environments
• Determine the project approach, responsibilities, and schedule, specific to the release
• With other leads, develop, implement, and maintain the Integrated Release Plan, including the configuration management, risk management, project measurement, and quality management plans
• Ensure that all requirements, project plans, and changes to commitment are communicated to all affected team members
• Establish and maintain strong relationships across GBS, Telstra Enterprise, other Telstra Business Units (e.g. Operations), and with external suppliers and partners
• Regular informal and structured communications
• Identify opportunities to make the complex simple and assist teams to participate in solving complex problems
• Act as an advocate for rapid change and continual improvement
• Demonstrate innovation in enacting continuous improvement activities
• Demonstrate empathy and compassion with teams in accordance with Telstra values
• Take ownership of embedding changes to yield sustainable improvements
• Respond flexibly and change work focus based on organisational requirements
• Be open to new ways of working and evolving role requirements
• Manage own time in accordance with business priorities

Qualifications:

• Bachelor’s Degree in IT or Engineering/Analytics Related field with 2-3 years+ working experiences. Sound knowledge of services management principles & ITIL
• Stakeholder management for the elicitation and elaboration of requirements as it relates to processes and designs
• Advanced problem solving skills and ability to develop and resolve complex issues
• Demonstrates strong verbal and written communication skills
• Well-developed persuasion and influencing skills
• Knowledge of change impact assessments
• Experience in developing and presenting solution designs to both internal and external stakeholders
• Well adverse in gathering data and data analysis with experiences in generating reports for stakeholders
• Have operational experience in service management and service delivery would be a plus
• Strong presentation and communication skills, including Excel, Visio and PowerPoint packages
• Is a self-starting and highly motivated individual who is passionate about our customers and driving forward in delivering improvements at every step
• High proficiency in both written and verbal English
• Fresh graduates will also considered for the role

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world.

Our aim is to connect everything to everyone, which is why constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.

In order to be the best at what we do, we are always looking for top talents who can be part of our team – people who are passionate to deliver exceptional customer service. Think you’ve got what it takes to handle this challenging yet exciting role? Then, apply now!
 
We are looking for Technical Consultant to assist in the delivery of advanced technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by Telstra.

Key Responsibilities:

• Day to day running incident management with consistency, improve customer advocacy, efficiency of the overall 24x7 shift operations.
• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
• Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements
• Work within a defined set of relevant product / network procedures, standards and practices
• Deliver  outcomes by implementing a course of action identified from a general range of solutions
• Assist in providing technical support in the investigation and rectification of complex incidents
• Regular updates to customers with good English and email communications to narrate the faults into simpler language.
• Required to work shifts, 24x7 Operations.

Qualifications:

• Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.
• Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.
• Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices.
• Good Hands On Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF.
• Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

At Telstra, the customer is at the heart of everything we do. That is why we make sure that we provide a seamless customer experience to our customers all over the world. Our aim is to connect everything to everyone, which is why we are constantly looking for new growth opportunities and emerging technologies to improve the way we deliver services.

In order to be the best at what we do, we are always looking for top talents who can be part of our team – people who are passionate to deliver exceptional customer service. Think you’ve got what it takes to handle this challenging yet exciting role? Then, apply now!

We are looking for Senior Subject Matter Experts (SMEs) who will effectively lead Technical Consultants to ensure the successful service desk operations in Malaysia. This role will be the focal point of operational lead within the shift overseeing incident handling by Service Desk members and ensuring that these incidents are raised, resolved and closed in timely manner.

Key Responsibilities:

• Day to day running of Global Service Desk to consistently improve customer advocacy, efficiency and effectiveness of the shift roster and overall operation
• Act as a Technical expert to assist team in solving problems of high complexity across multiple and cross platforms -IP, Transmission, Application layers – Cloud, Video conferencing, Voice over IP, Security, Cisco SDWAN and etc.
• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra
• Work within a defined set of relevant product / network procedures, standards and practices
• Deliver solid technical knowledge training, updates and/or briefings to staff to ensure understanding of process and procedures
• Work effectively as a technology specialist, passing knowledge to direct reports and peers in order to produce agreed business outcomes
• Deliver  outcomes by implementing a course of action identified from a general range of solutions
• Assist in providing technical support in the investigation and rectification of complex and long outstanding incidents within the teams

• Manage response to customers’ feedback and develop action plans for the Service Desk to improve service levels and measure staff performance effectively.
• Work closely with the Service Operations Team to understand results they are seeing from transaction monitoring they perform and customer survey responses so programs and knowledge initiatives can be developed applied effectively
• Work with Service Operations team in terms of Work Force, required training, update on new process and products

• On standby 24 x 7 for escalation of major/single customers problems and resource management support within Global Service Desk.

Skills or Technical Expertise Required:

• Strong Incident Management capabilities & Communications skills
• Effective Escalation Management to ensure escalated cases are engaged with right resources and to closely follow up with backend resolver groups while keeping customers updated
• Resource management and engagement capabilities where senior member of NOC team or ITIL team to be triggered where need arises
• Attend regular team meetings to address concerns and operational issues from team members and provide suggestions to improve or close the gaps and promote team synergy  to achieve overall KPI targets
• Assertive control on ticketing movement and associated tasks within his/her shift time
• Customer focused and ability to build relationships with customers and peers
• Experience in process optimisation and delivery of service improvement initiatives
• Team player, dynamic and self-motivated, a professional with excellent interpersonal, communication and project management skills
• 3 to 5 years’ Supervisory experience in Customer Service or equivalent experience
• Fluent in English plus one other language (Cantonese, Mandarin, Japanese, Korean)

Proficiency

• Sound Technical Knowledge and understanding of Layer 1-3, Cloud, Voice, Video Conferencing Technology including highly complex platforms network cases and terminologies
• Detailed understanding of Network operations (WAN, LAN) with experience with other common Internet Protocols & Technologies; HTTP, HTTPS, FTP, Telnet, SSH and NNTP  - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM, Internet, Cloud, Security, Contact Centre Solutions, SDWAN, Microsoft etc.
• Lead internal and/or external conference calls during Incident Management cycle with stakeholders
• Act as a technical expert to analyse long outstanding incidents, carry out diagnostics checks with resolver teams to develop a resolution plan, validate findings and steer incident to the right direction to resolve and achieve shorter MTTR or incident run time.
• Ability to identify recurring fault across network platforms or external vendors’ network and engage problem team to pursue permanent fix and remove any common point of failure to prevent total isolation.
• Work together with Technical SME to develop a series of uplift programs to improve overall team’s technical knowledge and soft skills.
• Conduct complex product trainings to the team and uplift their overall product knowledge, understand with clear demarcation of vendors, suppliers and NOCs to bring in all hands on deck approach to drive and resolve incidents.
• Contribute to the overall operational initiatives and knowledge uplift within GSD to provide good customers’ experiences.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex