Network Manager
CurrentMy Mission• Providing complex technical service, solutions and support to the networks, infrastructure, products, and services supplied and operated by Telstra;• Diagnose and restore complex issues with the networks, infrastructure, products and services supplied and operated by Telstra;• Prepare process documentation to describe how networks, infrastructure, products and services operate;• Act as the escalation point for all high priority outages and incidents and management of the WAN service levels;• Support customer in their day to day operations. Work closely with all stake holders to achieve desired outcomes;• Monitoring customer LAN/WAN/DC environment, including Operational capacity and delivery processes;• Providing inputs into major incident management processes and post incident review outputs;• Provide technical inputs to the capacity management plan;• Establish and maintain effective working relationships with peer groups and key internal stakeholders and where applicable, manage key external stakeholders relevant to the achievement of business objectives.• Take accountability for the customer service experience, customer service impact assessment and communication, diagnosis, fault isolation, and restoration of service impacting incidents; • Provide a differentiated service experience for the customer that supports Telstra’s profitable growth and creates strong customer advocates;• Drive an efficient network team, with the right skills and adherence to processes, to ensure timely service resolution of network and service incidents with specified SLA’s;• Provide effective leadership and ‘sense of urgency’ to ensure that all required resources, escalations and engagements occur in “real time” to resolve any major incident or mitigate against any risk;• Manage and influence the performance of all partners end to end, both Telstra internal and vendors, so that restoration / resolution service levels are continually delivered.
