In order to apply for this role, you must be an Australian Citizen.

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Join Optus as an Incident and Problem Manager supporting our government portfolio.

In this influential role, you will act as the key operational lead for Incident and Problem Management for Services Australia, working across Networks, Managed Service Providers, and Enterprise & Business teams. You will champion strong governance, service transparency, and operational excellence to safeguard critical services, ensuring we deliver the highest standards of stability and performance across government accounts. This role will be based from the Optus Campus in Macquarie Park five days a week.

What You’ll Do

• Lead end‑to‑end Incident Management and Problem Management processes to ensure quick service restoration and minimal business impact.
• Coordinate a diverse group of technical experts and interested parties to improve operational performance and maintain service integrity.
• Produce high‑quality operational reporting, including root cause analysis, service performance insights, and recommendations for ongoing improvement.
• Run executive‑level bridges during major service disruptions and serving as a trusted contact during escalations for government team members.

What You Bring

• Extensive telecommunications or network operations experience, including several years in Service Management or Major Incident Management.
• Strong understanding of ITIL frameworks and the ability to embed service governance across sophisticated environments.
• Exceptional communication and stakeholder‑management skills, with the confidence to engage senior leaders and government partners.
• Proven capability to collaborate effectively with outsourced service providers, driving accountability and robust service outcomes
• Experience drafting comprehensive post-incident reviews and deriving insights from post-incident data summaries.
• Due to the requirements of the role you must be an Australian Citizen.
• Prior or current NV1 clearance is preferred.

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity