Technical Operations Specialist

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

Working within the Enterprise & Government Operations function, the Technical Operations Specialist plays a lead role in the technical operation, configuration and support of Internet of Things (IoT) & Managed Private Network (MPN) mobility services & solutions, for business, enterprise and government customers. The support aspects of the role operates predominantly at Level 2–3, owning incident diagnosis, technical coordination and customer resolution outcomes.

Customers place a high value on the reliability and technical performance of their IoT/MPN services, and the responsiveness / effectiveness of associated technical support is a critical component of the IoT/MPN service model. As such this is a pivotal role in the ongoing evolution of TPG’s mobility services business.

Please note, occasional support outside of core working hours is required.

You'll make impact by:

• Technical service delivery handover: work closely with IoT/MPN Solution Architects to ensure smooth technical handover of new customer solutions and solution changes for existing customers into Operations; ensure customer solution designs and other technical reference documentation is complete and appropriate training is delivered for the Operations team for in-life support purposes.
• Own operational service health: monitor the health and performance of TPG’s IoT & MPN customer solutions in accordance with defined service monitoring procedures and cadences, and take appropriate action to address service health alerts
• Fault and incident management: provide 2nd level support in response to customer support requests/service faults raised through the IoT/MPN technical support channels (IoT ServiceDesk), as well as assessing service impacts of technical incidents identified through service health checks/monitoring or notified by internal TPG technical teams / 3rd party service partners
• Post incident problem management: For high impacting service incidents, follow-up with TPG technical teams/3rd party service providers for inputs needed for post-incident/problem reports; assist Customer Success / Problem Managers to create and deliver these reports
• Planned change service management: log, assess and notify customers of planned technical changes impacting IoT/MPN services, as communicated by internal TPG technical teams and 3rd party service partners.
• Manage incident and change logs/records holistically to ensure suitable audit trails are maintained for future reference and learnings
• Continually educate customers on the technical aspects of their IoT/MPN services and solutions through your repeat engagement; work as a technical consultant to explore evolving customer requirements and solution options ensuring customers achieve maximum value from their technology solution investments and encouraging ongoing service adoption
• Develop deep, long-term “trusted partner” relationships with customer stakeholders over time and an intuitive, intimate understanding of each customer’s specific IoT/MPN solution implementation and associated technical operations
• Own the in-life technical support & service customer experience for IoT and MPN customers – you are a technical service excellence ambassador and set the standards for our business, enterprise and government customers
• Pre-sales support: from time to time, provide support to IoT Sales teams on new customer opportunities, in collaboration with IoT BDMs and Solution Architects. Work with Solution Architects on handover of new IoT customer onboardings into the in-life operations phase
• Champion service excellence and continuous improvement initiatives with internal TPG teams and service partners. Feedback recurring technical issues to Product and Engineering teams, update working procedures, technical training artefacts and other documentation based on technical learnings
• Promote technical knowledge building across the wider team, supporting more junior team members and contribute to regular internal knowledge transfer sessions
• Continuously promote TPG Telecom as a trusted technology partner and lead customers through the various lifecycle journey stages (onboard, adopt/retain, expand, advocate) through consistent delivery of excellent customer experience
• Ownership of major incident management process across Enterprise Operations

What you’ll bring:

• Strong relationship management, communications and customer engagement skills
• Technical skills and experience: 3+ years specialised Enterprise IoT & MPN technical support experience and technical knowledge across the entire “IoT value chain” (devices, networks/connectivity, applications and platforms); associated frameworks and protocols + mobile network architecture (RAN, transmission, Core + platforms)
• Problem solving skills, proactive, resourceful in sourcing required data, performing fault diagnostics and analysis and consulting with other teams/resources to close out complex technical service issues
• ITIL4 Foundation level certification desirable – understands and applies best practice service desk, incident, change and problem management principles
• Excellent presentation, organisation and communication skills (written and oral).
• Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24 / 7 environment
• Team player
• Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere.
• Thirst for ongoing research and learning: IoT/MPN systems and related technologies
• Experience in management of service, project and/or operational delivery teams.
• Exposure to sales and operational environments within the IT&T industries.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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