Mark Jennings Email and Phone Number

Managing High and Critical IT incidents raised by end users or IT Vendors, that impact internal users and/or external customers of Telstra's systems and products. In this role I lead the business planning, resolution, restoration and remediation that arises as the result of the incident impacts. To mitigate any impact to end users and external customers that may be caused due to application and network incidents. To represent and liaise with key Telstra business stakeholders to make executive business decisions. Drive business resolution and customer management decisions and the subsequent agreed actions for unplanned events (incidents) that are associated with major IT systems or other business events.Drive for customer advocacy in every customer management strategy.Distribute internal communications, advising our internal stakeholders about incidents. Lead Change Management activities, to minimise impacts on end users & customers due to application and network planned events.

Relationship Management

Customer Management