Mark Almeida Email & Phone Number

Macquarie Park, New South Wales, Australia

Optus Wholesale Service Manager for Global & National Optus Wholesale Service Providers.Customer Relationship Management (CRM) in the Fixed Enterprise, Mobile, NBN and Residential Services lines of business.Vendor Relationship Management including, NBN, Telstra, Cisco,

Macquarie Park, New South Wales, Australia

• Managed Problem, Change and Incident Management process and delivery
• People and process governance across domain teams on Incident, Problem and Change management
• Weekly/Quarterly performance measurement to ensure Service Levels are being met.
• Incorporating the continuous improvement approach and bring the team to high performance team.
• Act as an escalation contact for issues Optus raise in regard to Service Management.
• Ownership and Execution of Transition and transformation programs.

Macquarie Park

• Accountable for overall end to end governance of all P1 & P2 Incidents being reported from the Optus network. Duties include;
• Ownership of Crisis Management, Escalation management, Bridge management, Executive Communication management, Critical Key SLA management, Emergency Change management, Vendor management and Post Incident Report.
• Provide Critical and Major Incident Management process leadership within the Nokia managed services team, driving initiatives across a diverse range of delivery groups.
• Interface with Optus governance counterparts with process improvement initiatives.
• Manage complex Critical and Major Outages across the Optus network to restore the Impact/services within SLA.
• Accountable for all the communications during Critical and Major incidents to Optus stakeholders.

Macquarie Park

• The role has responsibility for ensuring day to day operational tasks of the Optus Command Centre for both IT and Networks High severity / Major incidents (Severity 1 & 2). Duties include:
• Providing clear, timely and communications directly to all relevant Stakeholders, Service Managers and Senior Leadership representatives/
• Restoring normal service operation as quickly as possible
• Revenue protection of all Optus Networks and IT Systems
• Prioritise workload for the NMC Tier 1 staff & manage business unit stakeholders
• Drive both technical and non-technical, internal and external resources to ensure the timely, efficient resolution of incidents and minimise the impact on Optus customers and business operations

Macquarie Park

• Support for Optus MPLS/VPLS Core Network, Optus Business Routing and Switching Network.
• Support for all Optus Business IP Services and Products.
• Accountable for timely resolution of customer faults within agreed SLA and a focus on positive customer’s experience.
• Accountable for timely resolution of network faults within agreed KPI’s/SLA’s with a focus of maximising network availability.
• Support/configuration/maintenance of Cisco routers and switches.
• Support/configuration/maintenance of Juniper Core and PE routers.

Chatswood NSW

Chatswood