Technical SME

To be the focal point of technical lead within the shift, this role would typically oversee Incidents, acting as a Subject Matter Expert to assist on complex and long outstanding incidents.

Work with GSD and Cross function teams to achieve quality KPIs and constantly improve the performance of the team. Ensure customers are updated in a timely manner in any incidents and during major outages.

Contribute and be part of the improvements to achieve overall incident and operational management.

Strategic Alignment

How does the purpose or outcomes of the role contribute to achieving business strategy? Guide and uplift teams' technical capability to improve overall customer service and achieve Telstra's NPS target.

Outcomes

What are the observable/measurable results or business impacts of successfully achieving the mission? Meet customer SLA, reduce MTTR, increase NPS, ensuring escalated cases are attended.

Key Stakeholder R...