{"id":1622535,"url":"https://alion.io/job/vocus-incident-controller","title":"Incident Controller","company":{"id":50837,"name":"Vocus","domain":"vocus.io","url":"https://alion.io/company/vocus-io","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":178000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3688},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-09-06T14:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-01T20:51:37Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"The Opportunity\nThe Incident Controller is responsible for leading the management of major incidents and service-impacting events across critical telecommunications and technology services.\nThe 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.\nIn 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.\nWorking 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.\n*Australian Citizenship is mandatory as part of the criteria for NV1 clearance. You must fit all the criteria be eligible for NV1 clearance.\n\nWhat you’ll be doing day-to-day\nMajor Incident Management\nLead the management of major incidents affecting network, platform, and customer services.\nAssume operational control during critical and high-priority incidents.\nCoordinate technical teams and resources to drive timely service restoration.\nEstablish incident priorities, response actions, and escalation paths.\nFacilitate incident bridge calls and technical recovery activities.\nEnsure incidents are managed in accordance with operational processes and governance frameworks.\nMaintain situational awareness and provide leadership throughout the incident lifecycle.\nService Restoration and Recovery\nDrive restoration activities to minimise customer and business impact.\nCoordinate cross-functional teams during service outages and degradation events.\nMonitor incident progress and ensure recovery actions remain on track.\nIdentify and remove barriers impacting restoration efforts.\nEscalate critical risks and unresolved issues to senior management when required.\nValidate service recovery and support incident closure activities.\nStakeholder Communication and Escalation Management\nProvide timely and accurate communications to stakeholders during incidents.\nManage executive, customer, and operational communications throughout major incidents.\nEnsure escalation processes are followed and stakeholders remain informed.\nCoordinate updates across Technology, Operations, Customer Service, and Leadership teams.\nMaintain communication records and incident documentation.\nAct as the central point of coordination during critical service events.\nProblem Management and Root Cause Analysis\nLead post-incident investigations and root cause analysis activities.\nCoordinate technical teams to identify contributing factors and corrective actions.\nEnsure underlying causes of recurring incidents are identified and addressed.\nSupport the development and implementation of preventative measures.\nTrack problem records through to resolution and closure.\nPromote a proactive approach to risk reduction and service improvement.\nPost-Incident Reviews and Continuous Improvement\nFacilitate post-incident reviews and lessons-learned workshops.\nProduce incident reports detailing impact, response activities, root causes, and improvement actions.\nMonitor the implementation of corrective and preventative actions.\nIdentify trends in incidents and service disruptions.\nRecommend improvements to operational processes, tools, and procedures.\nContribute to the maturity of incident and problem management practices.\nOperational Governance and Readiness\nEnsure incident management processes comply with organisational standards and procedures.\nSupport the ongoing development of incident response frameworks and playbooks.\nParticipate in operational readiness and business continuity activities.\nReview incident trends and performance against operational objectives.\nAssist with crisis management and business continuity responses where required.\nSupport training and simulation exercises to improve incident response capability.\nVendor and Stakeholder Management\nCoordinate with vendors, carriers, and external support providers during incidents.\nManage external escalations and recovery activities.\nFoster effective working relationships across technology and operational teams.\nEngage with stakeholders to improve service outcomes and operational effectiveness.\nSupport customer-facing incident discussions where required.\n\nWhat you’ll bring to the role\n5+ years' experience in Network Operations, Service Assurance, Incident Management, Operations Centres, or Telecommunications environments.\nExperience within telecommunications, critical infrastructure, managed services, or technology operations environments.\nExperience supporting Government, Defence, Emergency Services, or mission-critical networks.\nDegree, Diploma, or equivalent industry experience in Information Technology, Telecommunications, Engineering, Business, or a related discipline.\nDemonstrated experience managing major incidents in a complex operational environment.\nExperience with ITIL-based service management frameworks.\nExperience coordinating cross-functional technical teams during service disruptions.\nStrong understanding of incident, problem, and change management processes.\nExperience driving service restoration and recovery activities.\nProven stakeholder and communication management skills.\nExperience operating within a 24x7 service delivery environment.\nStrong analytical and decision-making capabilities under pressure.","description_format":"text","description_chars":5792,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sales Enablement","Email Marketing"],"lifecycle":[{"event":"open","at":"2026-10-01T20:51:37Z"}],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.635,"p_room":0.55,"age_days":25,"expected_fill_days":24,"reasons":["conf:5","win:tail"],"computed_at":"2026-10-02T02:26:59Z"},"pay":null,"html_url":"https://alion.io/job/vocus-incident-controller","json_url":"https://alion.io/job/vocus-incident-controller.json","meta":{"generated_at":"2026-10-02T02:26:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3253,"day_limit":5000,"remaining_today":1747,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}