Arun Madangopal

• Technical Project Manager in Cyber Security, leading various initiatives, focusing on protection of Telstra’s assets from Cyber Threats
• Accountable for the end-to-end delivery using agile methodology with various teams and vendors both onshore and offshore
• Managing multiple endpoint security initiatives with a budget over $10M

• Project Background:
• Digital Identity Services (DIS) branch provides security, authentication, and authorisation solutions for various ATO applications
• This includes key applications like myGovID, RAM and Access Manager
• The ATO has developed a strong, secure, and simple digital identity solution, which is made up of several components based in the cloud infrastructure
• Roles and Responsibilities
• Senior Release Manager within the Digital Identity Services portfolio at the Australian Taxation Office (ATO)
• Single Point of contact for various scrum teams to plan production releases
• Reporting directly to the Operations Director
• Work closely with Product Owners, Release Train Engineers and Scrum Masters in release planning activities
• Manage a team of release coordinators across Australia
• Oversees the release process
• Approves/Accepts deployments and exemption requests
• Reports on release progress
• Drives any initiatives planned and/or in progress for the team
• Work on forward planning, release resource allocation, release dependency management and general scope of future releases
• Prepare, present and manage office minutes, DMD (Delivery Management Dashboard) and all other production release artefacts for our Assistant Commissioner
• Escalation point for any release issues

• Project Manager within the Lifecycle Management Portfolio managing a range of projects that include application upgrades, infrastructure and security implementation and cloud-based projects
• Key projects – DevSecOps, Objective Upgrade, Hardware Decommissioning

• Senior Project Manager in the IT CRM space, leading various initiatives, focused on the delivery of Siebel and Salesforce
• Accountable for the end-to-end delivery using both Agile and Waterfall methods by working with various teams and vendors both onshore and offshore
• Scrum Master for Frontline Technology Optimisation Team

Key Programs:

Agent Console Performance (Salesforce Readiness) – $28M

• This major program involved remediation of all frontline applications to windows 10/64 bit, upgrading infrastructure including network and hardware to enable Salesforce rollout for onshore and offshore agents
• Accountable for facilitating Agile ceremonies and optimising an “at scale”, end to end Agile process
• Manage and govern overall project finance including forecasting and tracking actuals
• Liaison with key business stakeholders and meeting and management of key milestones and critical path
• Working across various pillars within the organization including Network, IT, Consumer and Small Business teams
• These teams included Telstra retail suppliers too
• This also included working across multiple vendors including IBM, Infosys and Accenture

Silent Line (Safe Select) – $6M

• Implementation of a complex program providing major reforms on the Silent Line product to comply with Privacy legislation with Siebel being the topmost business critical application
• End to end lead involving over 30 applications impacted, with tight timelines and budget being reported to the privacy commissioner
• Onshore/Offshore mix, including multiple vendors with complex testing due to the 30+ impacted applications

Customer API – $2M

• Implementation of a strategic customer data API (Application Programming Interface) to be utilised as the point of truth of customer data across the organisation
• Working with delivery teams and network team to get firewall changes done
• Manage and control project finance includes forecasting and tracking actuals
• Running daily stand-up and weekly reporting to business stakeholders and product owner

• Single point of contact in Accenture for delivery of all Frontline IT projects with primary focus on Siebel application
• End to End project manager responsible for managing critical path, dependencies, contingency, schedule and overall budget performance
• Take steps to proactively mitigate project risk as defined in the project plan
• Report and manage overall project status to the project sponsor and stakeholders, internally within Accenture and externally to the client
• Management of project resources both onshore and offshore
• Managed an average of 7 to 10 projects simultaneously with a value of $2m

• Service Introduction and Deployment management lead responsible for deploying changes into production on release weekends for various applications
• Managed functional changes and product catalogue changes including new iphone releases
• Releases would average 40 projects with varying complexity across many applications
• Managed a team of ~15 people onshore and offshore

• Change lead for all production deployments of Accenture managed applications
• Managing a team of Offshore and Onshore change and Release Managers
• Generating data for Weekly / Monthly Dashboard and performing analysis to develop assessments and recommendations for stakeholders and leadership
• Presenting changes to Telstra CAB (Change Advisory Board) and ERB (Executive Review Board)

• Management of IBM infrastructure supporting internal users across EMEA (Europe, Middle East, Africa)
• Single Point of contact to service delivery manager, delivery project executive and the client, providing regular updates on various account metrics
• Lead a team of ITIL Certified Problem and Change coordinators
• Participated in the transition of IGA (IBM Global Account) services from IBM UK to IBM India in 2004
• Was seconded to IBM Netherlands to assist in the transition of various services from IBM NL to IBM India in 2006

• Supervising an inbound contact centre team to ensure adequate staff numbers and manage breaks appropriately
• Forecasting and Analysis on call volumes
• Monitoring the queues for different support groups across India and USA
• Sending Service level reports every 3 hours and being the single point of contact to the client

• Inbound customer support for UK based cleaning products