Critical Incident Manager

Tait Communications

We Go Beyond for A Safer World

Te Tūranga - The Role

Tait Communications has an exciting opportunity for a Critical Incident Manager to join our team. In this pivotal role, you will take full ownership of critical incidents, ensuring timely and efficient resolution to minimise disruption and restore customer services swiftly. Your mission will be to safeguard service continuity, support our Emergency Service Agency customers, and maintain high levels of customer satisfaction.

You'll coordinate across internal and external technology teams, lead complex incidents under pressure, and drive proactive problem-solving to exceed service expectations.

Key responsibilities include (but are not limited to):

Leading the management of Critical and Major Incidents (P1/P2) across the network, including third-party providers, and ensuring resolution follows the Critical Incident process.
Managing cross-domain critical incidents and supporting the Customer Service Delivery Manager in addressing emergency service issues.
Coordinating L2/L3 teams' input into incident reports and dashboards for internal and external stakeholders.
Supporting Business Continuity Planning (BCP) and Disaster Recovery activities, including failover to backup Network Operations Centre (NOC) or Service Management Centre (SMC).

Ō Pūkenga - About You

To thrive in this role, you will bring a calm and composed approach to high-pressure situations, excellent technical knowledge, and proven leadership in cross-functional incident management.

Essential qualifications and experience

An Engineering Degree or Telecommunications Technician Certificate.
ITIL certification (minimum ITIL V3 Foundation and ITIL 4).
A minimum of 5 years' technical experience across Land Mobile Radio (P25/DMR) or Cellular Telecommunications.
Deep understanding of key domains including Radio (base stations), Backhaul (fibre, microwave, IP Layer 2/3, firewalls), and Core networks (RFSS servers, CSSI interfaces).
Minimum of 5 years working within an ITIL-aligned framework.
Expertise in customer-facing Event and Critical Incident Management.
Flexibility to work a 24/7 shift roster, including up to 12-hour shifts and on-call availability for major escalations.
Strong experience leading fault resolution across technical domains and geographically dispersed teams.

What's in it for you?

We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture.

We prioritise your wellbeing through health insurance after 12 months, annual flu vaccinations and extra sick leave in your first year.
We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café.
We recognise your commitment through long service benefits.

For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe.

Our employees value being part of a creative team committed to providing technological solutions that make a real difference to the communities we support. By joining Tait, you'll be joining a community of people with a wealth of knowledge and expertise, who care deeply about their work and the genuine impact it has for our customers, and who support each other to grow and develop.

Diversity & Inclusion Statement

Tait Communications is committed to fostering a diverse, equitable and inclusive workplace where everyone feels valued, respected and empowered to succeed.

We are encourage applications from all backgrounds to apply.

How to Apply

Sound like your kind of role? If you are looking to take the next step in your career and are ready to work for a high performing organization, alongside talented people, please submit your application with CV and cover letter via our online careers site. Only applications submitted through the official application process will be considered.

Applications will be assessed as they are received, and your CV will be held unless you contact us to request this to be removed.

For more information about the company, our products and solutions offered to our customers, please visit our website: www.taitcommunications.com

We are encourage applications from all backgrounds to apply.