Company Description Symbio is a software company changing the way the world communicates. Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.
Symbio is part of the Aussie Broadband Group - a fast-growing technology services provider with a market cap of around $1 billion (AUD). Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.
Job DescriptionAs a member of the global Network Operations team, you will manage, monitor, and control one or more networks, ensuring optimal network performance across diverse platforms, mediums, and communication channels. Your responsibilities will include managing network traffic and performing critical network operations to maintain seamless connectivity.
Responsibilities: In this Technical Assurance role, you will provide 12/7 follow-the-sun support, proactively maintaining network performance by monitoring and managing network elements. You'll utilize network management and incident ticket systems to address service assurance incidents, ensuring service levels are consistently met. Key duties include:
Responding to Quality of Service breaches through alarms or customer tickets.Adjusting call routing to cost-effective alternatives.Collaborating with vendors and carriers to restore performance to benchmark standards.This role also involves engaging and communicating effectively with Symbio's Domestic, International, and Southeast Asia customers, as well as working closely with third-party suppliers and carriers.
Impact of this Role: As the key contact for incident and outage management, you will uphold the Symbio brand reputation by handling incidents from start to finish in line with ITIL best practices and service level agreements. Your work will play a vital role in delivering an exceptional customer experience, acting as a single point of support to minimize service downtime.
QualificationsWhat you'll need to succeed: 3+ years of experience in domestic and/or international voice and data traffic routing, service management, and performance monitoring.Telecommunications certification is an asset.Proficiency in core network management and operational support systems.Strong analytical skills in voice network signaling and call handling functions (e.g., C5, C7, ISDN, H323, SIP).In-depth knowledge of telecommunications products and services, including Voice Carriage, SIP/RTP, Mobile, Fax/Landline, Data services, and Billing.Excellent customer service skills, with a professional phone manner and clear written communication.Understanding of customer service principles and practices.Proactive with a positive, can-do attitude and a strong customer-focused approach.Experience with IP networks and related DCN management/analysis systems.Able to manage multiple tasks and prioritize effectively, making sound decisions under pressure.Skilled at translating complex technical problems into clear, logical explanations.Adherence to planned work and incident management processes and procedures.Dedicated to meeting customer expectations and delivering quality service experiences.Logical and methodical in fault localization and problem-solving.Aware of the commercial impact of decisions on stakeholders and the business.Collaborative team player who is proactive and focused on achieving results.What's it like to work here?We strive for a healthy, inclusive, and flexible workplace. We nurture diversity, continuous learning in the latest technology and thinking. Innovative benefits include parental leave for mums and dads, remote working, and a comfortable, fun work environment with social events, pool tables and fully stocked bar!
If this sounds like the next great step in your career, we'd love to hear from you.
Apply Now! Symbio is an equal opportunity employer. All applications will be treated with the strictest confidentiality. You will need to have current work rights to work in Australia and be prepared to undergo relevant background checks. No recruiters please.
Additional InformationLife at Symbio We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.
Our employees' happiness, health and wellbeing is important at Symbio. We provide all employees with flexible working options to ensure that work doesn't compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as discounted Aussie Broadband internet, up to 26 weeks paid parental leave including super contributions for primary and secondary carers, and social clubs.
At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.
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