Tarun Gupta Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

As a Lead Network Problem Management (NPM) Specialist I provide leadership and expertise of the end-to-end Network Problem Management process. I possess high level of operational and Problem Management expertise and provided leadership and mentoring to other Problem Management Specialists in the team and acted as an escalation point for NPM issues.I am NPM Manager’s delegate managing the day to day operational needs, resource management, escalation management etc. to ensure business… Show more As a Lead Network Problem Management (NPM) Specialist I provide leadership and expertise of the end-to-end Network Problem Management process. I possess high level of operational and Problem Management expertise and provided leadership and mentoring to other Problem Management Specialists in the team and acted as an escalation point for NPM issues.I am NPM Manager’s delegate managing the day to day operational needs, resource management, escalation management etc. to ensure business continuity.I provide the NPM interface into our peer technical specialist teams and wider operational business units within NBN and support them achieve the network restoration SLAs and availability targets as defined by industry agreements.As a senior lead I also conduct reactive and proactive problem management activities including analysis, driving permanent fixes and driving process compliance and improvements across the broad stakeholder groups in NBN. Show less

Melbourne, Victoria, Australia

As Manager Network Problem Management (NPM) I led a team of highly capable Problem Managers focused on delivering great outcomes for NBN network in the form of high network availability, great customer experience, operational effectiveness and cost efficiencies. Here I provided leadership and expertise on the end-to-end Network Problem Management process and acted as an escalation point for NPM issues.I provided the Network Problem Management interface into our peer technical specialist… Show more As Manager Network Problem Management (NPM) I led a team of highly capable Problem Managers focused on delivering great outcomes for NBN network in the form of high network availability, great customer experience, operational effectiveness and cost efficiencies. Here I provided leadership and expertise on the end-to-end Network Problem Management process and acted as an escalation point for NPM issues.I provided the Network Problem Management interface into our peer technical specialist teams and wider operational business units within NBN and supported them achieve the network restoration SLAs and availability targets as defined by industry agreements. Here I drove open communications with internal and external stakeholders and drive continuous improvements. In this role I ensured that Problem solutions are within the constructs of the Network Design whilst ensuring the general health and wellbeing of the nbn network and delivery of exceptional customer service.As a Manager I led the team in reactive and proactive problem management functions including analysis, driving permanent fixes and driving process compliance and improvements across the broad stakeholder groups in NBN, managed service partners and vendors. Show less

Melbourne, Australia

I led product, system, continuous improvements and process initiatives through collaborating with cross-functional, diverse teams in an Agile environment. I assisted my customers including Service Assurance, Products, Operations, Retail Service Providers and Field Service Delivery Partners by delivering new products, operational excellence, automation and continuous improvements to improve their internal and external customer experience. In this role I, • Work with Product Manager and… Show more I led product, system, continuous improvements and process initiatives through collaborating with cross-functional, diverse teams in an Agile environment. I assisted my customers including Service Assurance, Products, Operations, Retail Service Providers and Field Service Delivery Partners by delivering new products, operational excellence, automation and continuous improvements to improve their internal and external customer experience. In this role I, • Work with Product Manager and stakeholders to define short and long term product vision.• Guide the IT team in developing a product that delivers the targeted business value. • Actively participate in team activities such as stand-ups, backlog grooming & sprint planning to drive development and prioritisation. • Work with Iteration Manager to manage the backlog, ensure work flow and address blockers.• Validate and approve user stories in line with acceptance criteria.• Engage regularly with User Interface/User Experience team. • Work closely with the Business Analyst to define user stories, acceptance criteria.• Act as a conduit between solution development and business stakeholders. • Showcase product iteration outcomes and capturing feedback for future product improvement.• Guide SIT and UAT teams and provide expertise on troubleshooting diagnostics.• Manage and monitor product benefit realisation. Show less

Melbourne, Australia

Working in this role has given me even greater insight into the customer world and how I can make a positive difference to my business while enhancing customer advocacy leading to profitable relationships and performance oriented, customer focused workplace. Reporting to General Manager, I engage in selected Incident, Service & Problem Management activities and add further business value by working closely with Service Delivery, Incident & Problem Management, Fulfilment and Project Management… Show more Working in this role has given me even greater insight into the customer world and how I can make a positive difference to my business while enhancing customer advocacy leading to profitable relationships and performance oriented, customer focused workplace. Reporting to General Manager, I engage in selected Incident, Service & Problem Management activities and add further business value by working closely with Service Delivery, Incident & Problem Management, Fulfilment and Project Management teams to streamline their end-to-end processes, reduce cycle times, improve performance, enable business continuity and alignment with ITIL processes.I achieve this by proactively identifying areas of opportunity using real time reporting tools, listening to business experience and customer pain points and joining the dots OR by managing customer escalations, internal business escalations and grabbing opportunities for improvement.I lead such improvements by conducting Post Incident/Implementation Reviews, Projects, Training, Process Reviews Service Improvement Initiatives and Investigations whilst actively liaising with and providing reporting to management and stakeholders and managing effective relationships. Show less

Melbourne, Australia

Working in this role I provided lead in reviewing high priority incidents, identification of risks/opportunities and managed Service Improvement Initiatives, investigations and reviews leading to reduction in incidents, process and performance improvements. I led regular reviews to ensure alignment and collaboration with other areas of business such as Change Management, Service Asset & Configuration Management and Service Delivery. This directly contributed to customer satisfaction, improved… Show more Working in this role I provided lead in reviewing high priority incidents, identification of risks/opportunities and managed Service Improvement Initiatives, investigations and reviews leading to reduction in incidents, process and performance improvements. I led regular reviews to ensure alignment and collaboration with other areas of business such as Change Management, Service Asset & Configuration Management and Service Delivery. This directly contributed to customer satisfaction, improved business effectiveness and cost savings for the business.Undertook range of Service and Problem Management (Proactive & Reactive) activities such as review of high priority incidents, escalations management, Post Incident Reviews (PIRs), Major Problem Reviews (MPRs), Trend analysis, Root Cause Analysis (RCA), Problem Investigations, Known Error creation, managing Known Error Database (KEDB), Management Reporting on KPIs and Performance Management and Reporting against Agreed Service Levels (SLAs).Managed weekly updates and monthly performance reporting for the team and presented to the management. I led small and large forums including internal and external stakeholders/vendors and achieved business objectives whilst enhancing stakeholder relationships keeping the win-win attitude. Using strong Problem Solving and Stakeholder Management skills, I delivered on several reviews, initiatives and investigations within strict deadlines and drove actions to completion with regular updates and formal reports. Show less

Melbourne, Australia

As a Service Manager I acted as an interface between the customer facing business units (CFBUs) and Telstra operations such as Incident, Problem, Change Management, Product and Engineering. Here I led investigations and reviews in response to customer impacting incidents or escalations and provided written, verbal and face to face support to the account teams which was critical to manage Telstra’s relationship with the customers and also meet our contractual requirements.As one of the… Show more As a Service Manager I acted as an interface between the customer facing business units (CFBUs) and Telstra operations such as Incident, Problem, Change Management, Product and Engineering. Here I led investigations and reviews in response to customer impacting incidents or escalations and provided written, verbal and face to face support to the account teams which was critical to manage Telstra’s relationship with the customers and also meet our contractual requirements.As one of the key functions of the role I ran Projects, Initiatives and Programs to drive process, product and service improvements within the business and actively engaged with my stakeholders in Assurance, Account Management, Service Delivery, Product Management to further enhance our relationship and ensure we remain aligned to the business objectives and work collaboratively to attain them. While undertaking these various tasks I provided regular reporting to my stakeholders including management and also made customer site presentations in response to customer escalations or to support the Account Management teams on operational aspects. Show less

Melbourne, Australia

Provided lead into managing Post Incident Reviews (PIR), identification of risks, opportunities & leading Service Improvement Initiatives, Major Problem Reviews (MPR) and review of high priority incidents involving multiple stakeholders for network or single customer impacting incidents. Thus, restored operations, established root cause, identified and coordinated actions to prevent recurrence, improved processes and performance and prepared formal reports. Worked closely with Change Management… Show more Provided lead into managing Post Incident Reviews (PIR), identification of risks, opportunities & leading Service Improvement Initiatives, Major Problem Reviews (MPR) and review of high priority incidents involving multiple stakeholders for network or single customer impacting incidents. Thus, restored operations, established root cause, identified and coordinated actions to prevent recurrence, improved processes and performance and prepared formal reports. Worked closely with Change Management and Service Delivery teams to assist with their performance and process improvements.Managed effective working relationships with management, peers and stakeholders both internal and external. Led the new Problem Management set up. Show less

Melbourne, Australia

• Liaise within the Change Management team and analyse and validate Changes by proactively verifying technical information against expectations for technology versus impact.• Notify the designated Customer base.

Melbourne, Australia

Key Responsibilities:• Provide Sales and Product Support to customers with their telecommunication services.

Melbourne, Australia

- Manage and Investigate Accident Claims.- Manage customer relationships under challenging circumstances.- Customer Negotiations.

Melbourne, Australia

- Promote ANZ Financial Products with Business Clients.- Manage Customer Relationships and Loyalty with ANZ.

Graduate Diploma In Information Technology, Software Development, Networking

Bachelor Of Engineering (B.E.), Civil