Technical Analyst at Telstra in Melbourne

Job description

• As a Technical Analyst, you will work with pioneering, cutting edge technologies and enjoy working in a fast-paced, agile and collaborative environment.
• Your role will involve providing high-level technical service and assisting in the development of solutions and support to the networks, infrastructure, products and services supplied and operated by Telstra.
• You will be given a high degree of autonomy and have the opportunity to work on initiatives to improve the performance and integration of systems, making a positive impact on customer experience.
• Job Description
• The Technical Expert will be responsible for the operation, maintenance, and ongoing support of Telstra’s PSTN and Access Networks. The role will provide specialist technical support for complex network faults, particularly across Ericsson AXE and associated access technologies, while driving incidents through to resolution within agreed service levels.
• The role operates primarily during business hours, with after-hours recall support when required, and contributes to service improvement, network integrity, and customer experience.

Responsibilities

• Monitor, investigate, troubleshoot, and resolve complex faults across PSTN and Access Network platforms.
• Apply structured incident management practices to restore services within agreed KPIs, OLAs, and service levels.
• Take end-to-end ownership of network incidents and drive them through to resolution.
• Coordinate multiple incidents across different severity levels in a high-pressure, real-time operational environment.
• Perform jeopardy management by identifying risks to incident resolution and engaging relevant stakeholders.
• Work closely with Level 3 support, DevOps, Engineering, Major Incident Management, vendor management, and other specialist teams.
• Provide specialist technical input into post-incident investigations and service improvement activities.
• Analyse KPI and OLA performance and contribute to operational reporting.
• Identify technical or process deficiencies and develop appropriate resolution or improvement strategies.
• Develop and maintain technical, operational, and administrative network documentation.
• Mentor team members and support the development of their technical and leadership capabilities.
• Maintain a strong focus on customer experience, network integrity, safety, compliance, and respectful workplace practices.

Requirements

• Hands-on experience supporting Ericsson AXE PSTN Networks.
• Detailed understanding of PSTN networks, platforms, access technologies, systems, and operational support tools.
• Strong knowledge of ITIL practices, particularly Incident Management.
• Experience using network monitoring, fault investigation, and troubleshooting tools.
• Ability to investigate and resolve complex network incidents within operational service levels.
• Strong incident coordination skills, with the ability to manage multiple incidents across varying severity levels.
• Ability to identify technical or process deficiencies and develop suitable resolution strategies.
• Strong analytical, lateral-thinking, and structured problem-solving skills.
• Ability to make sound decisions in a dynamic, high-pressure service environment.
• Strong ownership, prioritisation, and time-management skills.
• Ability to work autonomously with minimal supervision and collaborate effectively within a broader technical team.
• Ability to follow established operational processes and procedures.
• Strong written and verbal communication skills, with the ability to communicate complex information clearly to different stakeholders.
• Demonstrated leadership, stakeholder coordination, and mentoring capabilities.
• Strong commitment to customer service and network integrity.
• Technical diploma, Engineering or IT degree, or equivalent relevant industry experience.
• Ability and willingness to participate in after-hours recall support when required
• In-depth knowledge of Telstra’s PSTN Network and associated operational environments.
• Qualifications or equivalent experience in Software Development or a related technical field.
• Ability to write or maintain scripts using Python or PHP.
• Experience using Splunk for operational monitoring, investigation, or analysis.
• Experience building or integrating technical solutions using APIs.
• Broader understanding of current and emerging network technologies.
• Experience supporting the technical development of other team members.
• Exposure to service improvement programs, post-incident reviews, KPI analysis, and operational reporting

Skills

Required

• Strong incident coordination skills