Incident & Service Management Lead

Who We Are We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice. The Opportunity We are looking for an experienced Incident & Service Management Lead to join our Defence Managed Services team. In this pivotal role, you will own the end-to-end incident lifecycle, ensuring high-priority incidents are managed efficiently, service commitments are met, and continuous improvement is embedded across operations. You will play a key leadership role during major incidents, collaborating with technical teams and stakeholders to drive swift resolution while maintaining clear and structured communication. What We Offer

• Performance-related pay
• Access to thousands of learning programs so you can level-up
• Global presence across 22 countries; opportunities to work where we do business.
• Purchased annual leave scheme
• Additional Telstra day off
• Additional 30% off Telstra products and service
• Recognition of prior service for recent defense members; carry over of long service leave to Telstra
• 4 weeks paid defense leave for Defense Reserve members

Candidates must be Australian Citizens with an NV1 security clearance and willing to obtain NV2 security clearance if required. This role requires obtaining and maintaining NV1 clearance. This is a permanent full-time role. Location: Canberra (On-site), 24/7 roster environment, including after-hours support What You'll Do Telstra Enterprise - Enterprise Operations is responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery. Key Responsibilities

• Incident Lifecycle Management Lead the end-to-end management of incidents from escalation through to resolution, ensuring timely and effective outcomes.
• Major Incident Leadership Coordinate technical resources during critical incidents and provide clear, consistent communication to stakeholders.
• Stakeholder Engagement Build strong relationships with internal teams (Service Desk, Delivery, Projects, Assurance) and external stakeholders including Defence, ICTOPS, JCW, and vendors.
• Aged & Priority Ticket Management Monitor and manage ticket queues, prioritising based on business impact and proactively escalating risks to avoid SLA breaches.
• Jeopardy & Risk Management Identify incidents at risk of breaching SLAs and implement mitigation strategies to minimise disruption.
• Continuous Improvement Drive service enhancements and operational improvements to uplift service quality and performance.
• Reporting & Documentation Maintain accurate records, produce incident and exception reports, and ensure documentation is current and audit-ready.
• Post-Incident Reviews Lead post-incident reviews, capturing learnings and embedding improvements across the team.
• Resource & Capacity Planning Partner with leadership to ensure adequate resourcing, coverage, and operational resilience.
• Compliance & Risk Ensure adherence to regulatory, compliance, safety, and environmental requirements.
• Customer Focus Maintain strong customer engagement and ensure commitments are consistently met.

About You You are a proactive and resilient leader with a strong background in incident and service management within complex, high-availability environments. Key Experience Includes

• Proven experience in Incident Management / Major Incident Management (ITSM environment)
• Strong understanding of SLA/KPI management and service delivery frameworks (e.g. ITIL)
• Experience working in Defence, government, or highly regulated environments (highly regarded)
• Ability to lead during high-pressure situations with clear decision-making
• Strong stakeholder management and communication skills
• Experience managing aged tickets, service risks, and operational reporting
• Comfortable working in a 24/7 roster environment, including after-hours support

_As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India). 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 disabilities 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. As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application. 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. We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment