Aygul Sanli Bayram

Led the Integrated Operations Team, managing and delivering network services for over 25 enterprise customers, including Origin, HGEN, Nettas, and Tabcorp. Demonstrated strategic leadership, technical depth, and a commitment to continuous improvement.

Leadership & Team Empowerment

• Boosted team engagement by +16 points in Pulse Survey through structured cross-skilling and transparent communication across IOM NOC, CBA NOC, and Assurance teams.
• Empowered 3+ team members to lead automation, customer delivery, and SME initiatives, enhancing morale and operational maturity.
• Managed a team of 15+ engineers across onshore and offshore locations.

Operational Excellence

• Eliminated overtime costs since April 2024 via TOIL practices and offshore optimisation, saving ~$10K/month.
• Maintained SLA compliance above 93% and First-in-Fix above 80% during major transitions.
• Led VicRMR migration of 560+ sites, achieving seamless onboarding with

Automation & Technical Delivery

• Increased automation effectiveness from 4% to 68%, reducing manual workload and improving response times.
• Delivered 10+ reusable scripts, dashboards, and alert frameworks across Origin, DOJ, and Arrow accounts.
• Automated GETVPN certificate rollout across 300+ devices, preventing major outages during critical events.

Customer Advocacy & Commercial Impact

• Reduced Downer incident volume from 1500/month to under 70, improving service stability and customer satisfaction.
• Converted 20+ BAU tasks into revenue-generating TVTs, contributing to commercial growth.
• Reviewed and corrected 100+ 4G SIM profiles, restoring branch performance and reducing support tickets.

Strategic Growth & Problem Solving

• Reduced incident volumes by 86% over 4 years through proactive monitoring and root cause resolution.
• Initiated a 12-month roadmap focused on cycle time, ticket volume, and customer experience.
• Used data analysis to identify and resolve repetitive incident patterns, improving operational efficiency.

Communication & Stakeholder Engagement

• Presented monthly performance reports to 5+ key stakeholders, ensuring alignment with business drivers.
• Led weekly huddles and governance meetings, improving cross-functional collaboration and decision-making.
• Translated technical concepts into customer-friendly language, improving transparency and trust.

• Strategic Leadership & Crisis Response
  Successfully transitioned offshore operations onshore overnight during the COVID-19 crisis, ensuring uninterrupted service delivery.
  Led high-impact initiatives to improve network, systems, and applications, aligning them with Telstra’s operational processes and strategic goals.
  Shaped team outcomes through clear goals and a shared purpose, driving continuous improvement and customer satisfaction.
• Assess problems and generate insights and solutions using a wide lens by working closely with stakeholders to understand their technical needs and lead your team to deliver to stakeholder requirements and service level agreements.
• Lead high-impact initiatives to improve the network, systems or applications and their interaction with Telstra processes.
• Shape outcomes and empower a team that thrives on a shared team purpose through clear goals and delivers outcomes that build a great customer experience, continuous improvement, and operational excellence.
• Lead cross-functional planning activities over a multi-year horizon that contribute to planning activities and identify resourcing requirements over multi-OKR timeframes.
• Make strategic decisions and own strategic priorities for your domain and implement delivery decisions in line with the defined strategic direction and service parameters for an infrastructure or operations domain.
• Influence key stakeholders to drive strategic outcomes by applying your deep technical domain expertise to build capability through your knowledge of current and emerging technologies, applications, or systems.
• Lead continuous capability and practice improvement initiatives within your domain to bring to life and deliver solutions for the business and customers.
• Lead the development of technical roadmaps that leverage opportunities from evolving and future technologies.
• Engage technology vendors where necessary, to enable service portfolio delivery and make strategic decisions to ensure service performance is measured, monitored, reviewed and communicated.

• Lead a team of high specialised Technical Staff that provides 24/7 operational support including managing team development, rostering, recruiting, training/mentoring and performance management to meet strategic outcomes.
• Manage the business within headcount and financial budgets and meet defined SLAs.
• Define group vision and set strategic direction, working with TSO and GES stakeholder groups.
• Optimise the groups capability to continually improve customer service, processes and associated costs.
• Build and manage excellent strategic relationships with all relevant stakeholders.
• Build an effective team, inspire & motivate others through managing the team vision & purpose and the completion of all Accreditation, Performance Plan Kick Offs, Quarterly reviews and Closes in a timely manner. Development Plans in place for all staff.
• Develop improved Response/Restore, First in Fix and NPS capabilities to exceed KPI targets across the team.
• As part of a wider team, represent Managed Service Assurance and contribute to the overall success of the group by leading key operational improvement initiatives. You will ensure all delivered solutions are relevant, supported, appropriately networked and meet customer requirements.
• Improve customer experience through the measurement and improvement of interactions and episode KPIs and establish goals that drive the organization to success by understanding the business direction and customer needs.
• Develop sound and trusted relationships with internal and external customers by providing accurate and efficient support.
• Manage vendors to ensure they deliver on SLA s.
• Manage partners to ensure they deliver on SLA s.
• Be involved in integration and on-boarding program to ensure the successful implementation of new products & or process to the area.
• Oversee, plan and/or deliver training, updates & or briefings to staff to ensure understanding of process, procedures and technology.
• Lead the team to perform or participate in complex, specialised technical investigations to determine/confirm system and design standards and performance parameters for new or existing products, platforms and associated network equipment technologies, software and systems.
• Keep the customer and all other relevant stakeholders informed with service delivery progress and completion to enable the customer and stakeholders to make appropriate decisions.
• Provide operational and statistical progress information for inclusion in management reports.
• Contribute to ongoing improvements by providing feedback on faults and processes.
• Manage difficult customer enquiries to the customer's satisfaction.
• Escalate customer or process issues promptly and efficiently.
• Drive team engagement through strong leadership.
• On Call activities as required.
• Operate in compliance and alignment to Telstra organisational, HS&E and people processes and programs.