• Job Description

  Req#: JR-10112932

  Employment Type

  Permanent

  Closing Date

  30 Mar 2024 11:59pm

  Job Title

  Information Technology Lead

  Job Summary

  As an Information Technology Lead, you play a crucial role in building a high-performance culture through developing and advising our people, teams, and enterprise leaders to build our technical capability.
  
  Your role involves leading the technology team to effectively implement and support our platforms, devices, applications and computerised systems, whilst ensuring availability of appropriate resources to achieve both customer service and business targets.
  
  You will have the opportunity to make your mark by implementing new products and improving their performance, ensuring they are fit for purpose and aligned with our future architectural vision.

  Job Description

  Who We Are

  Telstra is Australia’s leading telecommunications and technology company spanning over a century with a footprint in over 20+ countries. In India, we’re building a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’ve grown quickly since our inception in 2019, now with offices in Pune, Hyderabad and Bangalore.

  Focus of the role

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

  Your role will involve managing engineers who provide high-level technical support, assist in the development of solutions/fixes and support to the networks, infrastructure, products and services supplied at vendor and those operated by Telstra.

  What you'll do

  You will be working across all aspects of the customer support experience, through direct communications, escalation and engagement with up/down stream teams and Vendors. You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve processes and the performance and integration of systems, making a positive impact on customer experience.

  Key Responsibilities

  • As a Information Technology Manager you combine your passion for building individual and team ability with your technical expertise to do the following:
    • Model a culture of collaboration and continuous learning to support development of technical and non-technical capability within the Team
    • Coach and develop Team members to enable them to deliver high quality platforms, applications, services and products, providing support and feedback along the way.
    • Mentor team members to build capability, resolve challenges and instil a growth and continuous improvement mindset
    • Encourage active understanding, adoption and reinforcement of the Telstra values and how they contribute to a high performing environment and high performing teams
    • Manage mission resource allocation including recruitment
    • Be hands-on to missions/projects technically
    • Ensure Team members have appropriate skills needed as per company’s requirement
  • Responsible for managing L2/L3 operations for Networking teams in 24x7 global support environment
  • Working across all aspects of the customer support experience.
  • To provide day-to-day support to the business functions by handling IT Operations tickets (Incidents & Service requests)
  • Ensure tickets are handled within the Telstra defined SLA’s
  • Interact with managers and members of cross-functional teams in India and Australia
  • Responsible for goal setting and performance appraisal of engineers
  • 24x7 Shift Environment / On-Call support / Australia Business hours

  Key Accountability Metrics

  • Volume Reduction
  • First in Fix
  • Cycle Time

  Key Decision Rights

  • Recall approval
  • Escalation Management
    

  About you

  • Qualification – B.E./B.Tech. in Computer Science, Electrical/Electronics or equivalent is Essential
  • 7 to 10 years working in IT industry.
  • Incident Management Experience
  • ITIL experience
  • Excellent understanding of Telecom products, solutions and Network applications
  • Telecom Industry Experience
  • Experience in managing L1/L2 teams for 24x7 shift-based operations support in Global environment
  • Escalation point for complex technical and customer service issues.
  • Co-ordinate with service desk, customers, vendors and all other resolver groups to ensure timely resolution
  • Provide technical and customer service coaching and mentoring for the team.
  • Generate and drive ideas for operational improvement, specifically with regard to volume and Cycle- time reductions
  • Excellent people management skills
  • Excellent written and verbal communication, problem solving and time management skills
  • Strong interpersonal and consultative skills
  • Willingness to learn new technologies and keen to drive innovation

  High desirable

  • Assurance Team experience
  • Basic experience in any cloud platform AWS / AZURE

  We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2022, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.

  When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
  
  We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

• About the company

  Telstra Corporation Limited is an Australian telecommunications company which builds and operates telecommunications networks and markets voice, mobile, internet access, pay television and other products and services.

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