Critical Incident Manager

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 Lead the management of Critical and Major Incidents (P1/P2) across the network, including third‑party providers, and ensure resolution follows the Critical Incident process. Manage cross‑domain critical incidents and support the Customer Service Delivery Manager in addressing emergency service issues. Coordinate L2/L3 teams’ input into incident reports and dashboards for internal and external stakeholders. Support Business Continuity Planning (BCP) and Disaster Recovery activities, including failover to backup Network Operations Centre (NOC) or Service Management Centre (SMC). 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. Qualifications & Experience Engineering Degree or Telecommunications Technician Certificate. ITIL certification (minimum ITIL V3 Foundation and ITIL 4). Minimum of 5 years’ technical experience across Land Mobile Radio (P25/DMR) or Cellular Telecommunications. Deep understanding of key domains: 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. Benefits Health insurance after 12 months. Annual flu vaccinations. Extra sick leave in the first year. Modern office facilities with free on‑site parking, gym, and café. Long‑service benefits. Active social club. Diversity & Inclusion Statement We are encourage applications from all backgrounds to apply. #J-18808-Ljbffr