NSC Incident Manager – Network Services

Are you ready for an adrenaline-fueled role where you'll be at the forefront of managing high-stakes incidents?

Are you ready for an adrenaline-fueled role where you’ll be at the forefront of managing high-stakes incidents?  We are currently looking for an Incident Manager who can act as a reliable point of escalation for service incidents.

We are Orro

Orro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and London. Orro is a secure network and digital infrastructure provider trusted by some of Australia’s biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.

We lead the industry in designing, building, and operating digital infrastructure – providing greater efficiency, performance, agility, and resilience. Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses and over 20 million Australians every day.

However, we never forget our job is to connect people, not machines. So, we take the time to get to know our clients and learn how they like to work. It means we understand not just what they need now, but what they’ll need next.

About the Role

Join our team as an NSC Incident Manager (IM) and prepare to embark on a thrilling journey. As an IM, you’ll wield the power to ensure that every aspect of our incident management process is executed flawlessly, with unwavering efficiency. You’ll take charge during unexpected service interruptions, guiding the restoration of normal operations at lightning speed to minimize any negative impact. Maintaining exceptional service quality and keeping our clients and business partners satisfied will be your top priority.

What will you do?

  • Coordinate activities to respond to incidents and serve as an escalation point for major and significant (P1/P2) incidents.
  • Direct support resources to where they are most required.
  • Escalate lack of progress with incidents or risk to SLA achievement.
  • Establish policies, systems, and procedures and monitor compliance with these.
  • Analyze and report trends in incidents and contribute to the service improvement roadmap.
  • Demonstrate a strong client focus and professional approach when communicating with customers, partners, and internal staff.

Who You Are

  • Be assertive and confident to provide support to international clients in an enterprise environment
  • 1 years experience of working in a complex client-facing role (e.g. Support Centre Analyst, IT Support, NOC engineer) with demonstrated commitment to delivering customer service excellence.
  • Demonstrated skills with extracting data, using reporting systems and performing trend analyses (e.g. using MS Excel or other tools).
  • Proven experience working in a Service Desk, technical support or other complex customer service role for a minimum of 2 years is highly desirable
  • Familiar with working in an ITIL-aligned, managed-service provider environment with responsibility for consistent SLA achievement.
  • Experience in mentoring, coaching or supervising others is highly desirable.
  • Basic knowledge of using ticketing systems and supporting Cisco, Viptela and Fortinet SD-WAN products & technologies considered highly desirable.
  • ITIL Foundation or Awareness training.

Why Orro?

Orro is an exciting Australian technology company with a wealth of experience and expertise. We welcome and celebrate diversity of perspectives, background, and experience. We are committed to creating a workplace that supports diversity of all cultures including LGBTQI and those living with a disability including those on the autism spectrum.

If you require any assistance with submitting your application or need to discuss reasonable adjustments in the recruitment process, please get in touch with us on our website.

We are also a company that takes its Corporate Social Responsibility seriously and we try our best to positively impact society and the environment in all possible ways.

How do I apply?

Submit your resume, including a cover letter through the link below. Your cover letter should be no longer than one page, explaining your suitability for the role.