Daniel Lucas

Communications & Public Affairs

• Led the group company communications response during major technology and cyber security incidents, data regulation events, BCP/crisis events, and planned outages to keep internal employees, external customers, shareholders, and stakeholders informed.
• Developed and led an enterprise-wide approach to incident response communications, significantly enhancing the consistency, timeliness, and accuracy of communications to ANZ’s divisions, customer segments, and regulators, including government, during incidents and crisis events. This centralized approach ensured that the ANZ voice remained steady and reliable, crucial for maintaining trust.
• Developed a comprehensive Crisis Communication Plan, Incident Communication Framework, and Business Continuity Plan, achieving successful attestation in the FY24 Plan.
• Directly accountable for one direct report, with extended responsibility during incidents or crises to mobilize and lead a multidisciplinary team of subject matter experts across technology teams, the Command Centre, Business Owners, Risk, Legal, Government Relations, and Media & PR to formulate and execute a communication response plan.

Major Incident and Emergency Management

• Managed major incidents and emergency situations across Telstra networks, platforms, applications, and products.
• Drove high-severity incidents to resolution within 4 hours by any means necessary.
• Initiated and led technical and stakeholder conference calls to identify root causes, mitigate impacts, and permanently restore incidents.
• Provided real-time incident communications to internal and external stakeholders, including the Telstra Executive Leadership team.
• Articulated incident status, customer experience/impact, infrastructure/network impacts, dependencies, blockers, mitigation options, and incident actions at a senior management level.
• Summarized complex network issues into concise business summaries for senior executives and stakeholders, assisting Corporate Affairs with external customer communications.
• Exercised full functional control of all technology domain resources, including vendors (Juniper, CISCO, Microsoft, Ericsson, etc.), involved in any customer-impacting or network-at-risk incident.
• Indirectly accountable for approximately 250 staff members, both domestically and internationally.
• Directly accountable for approximately 17 staff members, located domestically.

Business Operations & Onboarding Manager - Oct 2015 – Sept 2016

• Attracted and managed the regional subcontractor workforce for Telstra’s Installation and Maintenance work.
• Supported the State General Manager’s office operations.

Senior Service Executive - Apr 2013 – Sep 2016

• Service Delivery Manager for Telstra Enterprise customer service management.
• Successfully retained and grew a large enterprise customer portfolio worth over $25M TCV within the Retail, Utility, Pharmaceutical, and Communication sectors.

Chief of Staff & Executive Assistant - Apr 2012 – May 2013

• Chief of Staff & Executive Assistant to the Executive Director of Enterprise & Government Service Management.
• Managed programs and projects aligned with business strategies.

Network Change Manager - Jul 2008 – Apr 2012

• Technical change manager for Telstra networks, platforms, applications, and products.
• Drove a high change success rate, increased compliance and customer satisfaction, and reduced unplanned impacts to customer service and potential claims against Telstra.
• Successfully implemented the ISO 9001:2008 Quality Management system.