Network Support Specialist Lead

Summary

Join Megaport's Network Support Services team as a second-in-charge, leading a global team of Network Operations Specialists. You will ensure high-standard delivery of business-as-usual activities within a 24x7x365 follow-the-sun model, maximizing network uptime. Key responsibilities include coordinating technical responses, driving cross-functional collaboration, providing network visibility, acting as an escalation point, and contributing to staff training. Continuous improvement is crucial, requiring you to identify and close operational gaps, refine workflows, and enhance service delivery. Oversight of vendor relationships and ensuring BAU operations are also core to this role. This position reports to the Network Support Services Manager.

Requirements

• Proven experience in a technical leadership role within a network operations or engineering environment
• Solid understanding of core networking and software fundamentals
• Strong problem-solving skills with the ability to tackle complex technical issues
• A passion for network operations and technology, with a customer-first mindset
• Industry certifications (CCNA, JNCIA) and hands-on experience with network incidents or infrastructure
• Experience defining scope and driving process improvement initiatives
• A proactive, innovative approach to problem-solving and incident management
• Knowledge of fibre optic networks and their operational challenges
• Confident communicator, able to bridge technical and non-technical stakeholders
• Detail-oriented with strong documentation habits and organisational skills
• Self-starter with a strong work ethic, capable of working independently or across a distributed global team

Responsibilities

• Supervise daily operations of the Network Support Services (NSS) team, providing technical leadership and guidance
• Provide documentation and knowledge sharing to uplift team capability
• Monitor OSS/BSS systems to assess network state and respond proactively
• Identify recurring issues and work with engineering and suppliers on solutions
• Collaborate with internal teams to address feedback and improve service
• Close process and documentation gaps through corrective actions
• Manage supplier performance to drive network outcomes
• Lead network incident management by
• Coordinating with the Customer Support Services Technical Supervisor
• Driving response, communications, and stakeholder updates
• Producing internal incident reports
• Monitor Megaport’s global network and resolve events to maintain uptime
• Support internal teams and assist with escalated customer issues
• Plan and implement network changes with Engineering and suppliers
• Maintain technical relationships with vendors and oversee remote work
• Communicate incidents clearly to internal and external stakeholders
• Troubleshoot network, portal, and account issues using diagnostic tools
• Analyse operational data to identify trends and opportunities
• Meet operations KPIs and log all work in OSS/BSS systems
• Participate in on-call rotation to support 24/7 global coverage
• Cover NSS shift work during team leave or absence

Preferred Qualifications

Experience with scripting or coding (highly regarded but not essential)

Benefits

• Flexible working environment – a remote-first culture with coworking options available
• Generous leave plans – including, parental leave, birthday leave, and a purchased annual leave program
• Health and wellness support – through a wellness allowance and employee wellbeing initiatives
• Comprehensive learning support – generous study and training allowance plus paid study leave
• Creative, modern workspaces – designed to inspire when you're not working remotely, plus access to coworking spaces via our global WeWork membership if you work remotely, but like to get out of the house sometimes
• Motivated, inclusive team – work alongside industry experts and fresh talent
• Recognition programs – celebrate achievements with our Legend and Kudos award