Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
The Opportunity
The Incident Controller is responsible for leading the management of major incidents and service-impacting events across critical telecommunications and technology services.
The role provides operational leadership during high-priority incidents by coordinating technical teams, managing escalations, directing service restoration activities, and ensuring effective stakeholder communications. The Incident Controller is accountable for minimising customer impact, reducing service downtime, and maintaining operational control throughout the incident lifecycle.
In addition to major incident management, the Incident Controller drives root cause analysis, problem management, post-incident reviews, and continuous improvement initiatives to strengthen network reliability, service resilience, and operational performance.
Working closely with Engineering, Network Operations, Service Assurance, Customer Operations, Vendors, Carriers, and Leadership teams, the Incident Controller ensures rapid restoration of services and the ongoing improvement of incident management practices.
What you’ll be doing day-to-day
Major Incident Management
- Lead the management of major incidents affecting network, platform, and customer services.
- Assume operational control during critical and high-priority incidents.
- Coordinate technical teams and resources to drive timely service restoration.
- Establish incident priorities, response actions, and escalation paths.
- Facilitate incident bridge calls and technical recovery activities.
- Ensure incidents are managed in accordance with operational processes and governance frameworks.
- Maintain situational awareness and provide leadership throughout the incident lifecycle.
Service Restoration and Recovery
- Drive restoration activities to minimise customer and business impact.
- Coordinate cross-functional teams during service outages and degradation events.
- Monitor incident progress and ensure recovery actions remain on track.
- Identify and remove barriers impacting restoration efforts.
- Escalate critical risks and unresolved issues to senior management when required.
- Validate service recovery and support incident closure activities.
Stakeholder Communication and Escalation Management
- Provide timely and accurate communications to stakeholders during incidents.
- Manage executive, customer, and operational communications throughout major incidents.
- Ensure escalation processes are followed and stakeholders remain informed.
- Coordinate updates across Technology, Operations, Customer Service, and Leadership teams.
- Maintain communication records and incident documentation.
- Act as the central point of coordination during critical service events.
Problem Management and Root Cause Analysis
- Lead post-incident investigations and root cause analysis activities.
- Coordinate technical teams to identify contributing factors and corrective actions.
- Ensure underlying causes of recurring incidents are identified and addressed.
- Support the development and implementation of preventative measures.
- Track problem records through to resolution and closure.
- Promote a proactive approach to risk reduction and service improvement.
Post-Incident Reviews and Continuous Improvement
- Facilitate post-incident reviews and lessons-learned workshops.
- Produce incident reports detailing impact, response activities, root causes, and improvement actions.
- Monitor the implementation of corrective and preventative actions.
- Identify trends in incidents and service disruptions.
- Recommend improvements to operational processes, tools, and procedures.
- Contribute to the maturity of incident and problem management practices.
Operational Governance and Readiness
- Ensure incident management processes comply with organisational standards and procedures.
- Support the ongoing development of incident response frameworks and playbooks.
- Participate in operational readiness and business continuity activities.
- Review incident trends and performance against operational objectives.
- Assist with crisis management and business continuity responses where required.
- Support training and simulation exercises to improve incident response capability.
Vendor and Stakeholder Management
- Coordinate with vendors, carriers, and external support providers during incidents.
- Manage external escalations and recovery activities.
- Foster effective working relationships across technology and operational teams.
- Engage with stakeholders to improve service outcomes and operational effectiveness.
- Support customer-facing incident discussions where required.
What you’ll bring to the role
- 5+ years' experience in Network Operations, Service Assurance, Incident Management, Operations Centres, or Telecommunications environments.
- Experience within telecommunications, critical infrastructure, managed services, or technology operations environments.
- Experience supporting Government, Defence, Emergency Services, or mission-critical networks.
- Degree, Diploma, or equivalent industry experience in Information Technology, Telecommunications, Engineering, Business, or a related discipline.
- Demonstrated experience managing major incidents in a complex operational environment.
- Experience with ITIL-based service management frameworks.
- Experience coordinating cross-functional technical teams during service disruptions.
- Strong understanding of incident, problem, and change management processes.
- Experience driving service restoration and recovery activities.
- Proven stakeholder and communication management skills.
- Experience operating within a 24x7 service delivery environment.
- Strong analytical and decision-making capabilities under pressure.
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
- Diverse and dynamic teams with a supportive and inclusive culture.
- Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
- Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
- Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
- Study assistance programs to excel your personal growth, learning and development.
- Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
