 Defined project/sprint scope, product roadmap, milestones, goals, and deliverables in consultation with the Product Owner. Successfully delivered 35 iterations/initiatives on time while working with diverse/multiple stakeholder environments spread over different geographic locations. (C360-R4, Infra- Address Server OS upgrade, BB 2 Click, C360-R5, My Foxtel App v8.0.0 - MFA, VISP Integration & Sensis API change, C360-Martech, Foxtel Now – Migration Flow & Reactivation flow, C360-R6 for Foxtel Now and Minutely integration with Foxsports website. Successfully delivered Salesforce-based CRM application for customer service representative (C360 -R4, R5 & R6 on time and within budget. Delivered and managed digital initiatives which included customer accounts and Sales via website and mobile app for iOS & Android and content management with Adobe Experience Manager.  Lead diverse/multiple stakeholder environments (external sub-contractors, consultants & 3rd party suppliers) spread over different geographic locations. Experience in implementing team performance matrices, measuring, and reporting (Progress, Blockers, dependencies & burn-up chart) them to the Programme Manager, Portfolio Manager & Head of Digital development. Lead scrum teams on SAFe framework through the ideation, design, and implementation/delivery of solutions to achieve business value and objectives. Coaching the team on Agile values, Agile way of working, writing stories based on INVEST technique and encouraging collaboration within other teams in the organisation. Leading a team of engineers in defining, understanding, and breaking down customer requirements into smaller bits to be delivered within a sprint. Backlog management, Issues management and Production deployment planning. Working with various stakeholders and cross-functional squads to ensure team impediments are removed and dependencies are met so that the squads can progress towards committed sprint goals.

 Lead cost optimisation of AWS cloud resource which included Container, EC2 with LB and S3 storage for 30+ AWS based application, decommissioning of SIT2 and scaling of RSVT environments which saved $1million per annum for NBNco. Migrating Maximo and other applications on Mongo DB.  Lead No Touch Incident handler (FTTN, FTTP, FTTC & HFC) – Auto remediation of common types of incidents which reduced dependency on operators by 60% and improved mean time to restore (MTTR) significantly. Lead Phasing out Remedy Incident Management capability by migrating it to Salesforce Single Pane of Glass application. Lead Proactive monitoring of customer services (Service Health Card) to enable early identification and resolution of customer faults. Worked with various stakeholders and cross-functional squads to ensure team impediments were removed and dependencies were met so that the squads could progress toward committed sprint goals. Uplift the team’s maturity by coaching and fostering a culture of sharing, learning and problem-solving.  Backlog management, Issues management, production deployment planning & post-prod hypercare. Conducting the Red Review Call (RRC) with the application team Lead/DM along with the test manager and defect manager Ability to lead diverse/multiple stakeholder environments (external sub-contractors, consultants & 3rd party suppliers) spread over different geographic locations. Experience in implementing team performance matrices, measuring, and reporting against them. (Jira reports & Panda reports)

 Delivered a digital portal for customer to apply for state government solar rebates. Salesforce-based application was built on a SaaS platform with MS SQL server for RDBMS. Integrating with Service Victoria API for customer ID and State Trustees API for rebate payments and interest-free loans. Defined project/sprint scope, milestones, goals, and deliverables. Creating product journey maps and acceptance criteria by conducting workshops with various Business Owners, Operations team, SME and Retailer. Collaborated with various stakeholders to create future state business workflow process for various business streams of rebates like solar PV, solar hot water, solar batteries, landlord-tenant joint application, rebate payments and Interest Free Loan. Facilitated and lead team meetings with development team for backlog grooming and to optimizing product pipeline by organizing features into sprints. Coordinated with the technical writer to develop, manage, and maintain operational manual and associated Standard Operating Procedures (SOP). Coordinated the development of the training content and training for the Customer Service Officer (CSO). Ensured CSO were trained on time for the product launch. Coordination and communication of operational process and business rule changes to frontline and various stakeholder. Problem-solving – For production issues in CRM (Solar Victoria Portal), got a workaround from the development team for the CSO until the issue is resolved. Conflict resolution with the state trustee team by facilitating a meeting to agree on the payload of the API. Uplift the team’s maturity by coaching and fostering a culture of sharing, learning and problem-solving.  Lead diverse/multiple stakeholder environments (consultants & 3rd party suppliers) spread over different geographic locations. Lead post-production issue tracking and management during hypercare.

 Delivered a B2B SaaS based Salesforce - customer facing application (CRM) called Managed Service Hub™ for Telstra Wholesale digital platform. Managed Service Hub™ is a self-service web-based interface for Telstra Wholesale Business Internet ™ which is a central place for quote price opportunities, raise orders, get updates to track the delivery, manage services and provide an assurance management function. Delivered AD & SSO integration into Managed Service Hub™ for RSPs. Lead and delivered Order Tracker for RSP orders. Define project scope, goals, milestones, and deliverables along with the product owner. Lead scrum teams through the ideation, design, and implementation/delivery of solutions to achieve business value & objectives.  Created project plans, including timelines, resource allocation and managed project budgets and resources effectively. Collaborated with different teams and contractors within Telstra for API integration. I have collaborated and worked with CX, UX and UI designers for Web and mobile app. Conducted showcase/review in Telstra for MSH WBI application. Collaborating with different stakeholders (SME, Business Owners, Product Owner) to influence and incorporate the changes in the application and processes. I kept the program manager updated with a fortnightly report on our teamwork which included - Progress, Blockers, dependencies & burn-up chart). Worked with a team of six to develop the application and set up Managed Service Hub™. Handed over the application to the DevOps team for Business As Usual (BAU) on the successful launch of the application.