Paul Papadopoulos
Narre Warren,Australia
Summary
Experienced technology operations professional with over 5 years of progressive responsibility in incident management and process improvement. Currently working in Incident Management at NAB, helping drive stability and resilience across the bank’s enterprise technology infrastructure. Recognized for improving service quality, coordinating high-severity incident responses, and delivering process improvements that support both operational goals and business outcomes. I am known for my positive attitude, quick learning, and an exceptionally high work rate, with a consistent focus on supporting team success and delivering under pressure.
Overview
7
7
years of professional experience
Work History
Incident Manager
National Australia Bank
Melbourne, VIC
12.2023 - Current
- My role includes working closely with Technology Operations teams to lead incident management across the enterprise, restoring services while minimizing business impact.
- Collaborate extensively with Change Management, Problem Management, and Crisis Management functions to ensure end-to-end risk mitigation, resolution coordination, and post-incident analysis.
- Assist our Cybersecurity team to respond to technology exposures, assist with incident containment, and contribute to enterprise risk posture improvements.
- Support rollout of new products and systems by liaising with delivery teams and managing change-related risks.
- Deliver high-quality communication and technical updates to executives and stakeholders during major incidents and outages.
- Lead post-incident review sessions to identify root causes and drive actionable improvements across technology platforms.
- Coordinate with third-party vendors and partners during cross-entity incidents to streamline recovery and ensure accountability.
- Coordinated with stakeholders to ensure timely resolution of incidents.
- Identified potential risks and created plans to mitigate them.
Network Recovery Operations
National Australia Bank
Melbourne, VIC
11.2021 - 12.2023
- Managed network infrastructure across NAB branches and data centres, ensuring stability and swift recovery during incidents.
- Mentored new engineers on troubleshooting protocols, reducing onboarding time by two weeks.
- Created recovery guides and automated processes that became standard tools for teams in the Global Operations Centre.
- Collaborated with engineering and support teams to escalate and resolve persistent network issues.
- Played a key role in the implementation of proactive network monitoring systems, reducing downtime incidents.
Customer Service Specialist
National Australia Bank
Melbourne, VIC
11.2019 - 09.2021
- Received multiple Banker of the Month awards and a Quarterly NAB Honor Award for exceptional service.
- Consistently achieved the lowest average call time NAB wide while maintaining high-quality service and resolving complex customer issues.
- Known for staying calm under pressure and turning difficult customer situations into positive outcomes, consistently earning high satisfaction scores and repeat business.
- Took part in pilot programs for service workflow optimization, providing feedback that improved contact centre efficiency.
- Provided coaching and guidance to new staff, helping to raise overall team performance and confidence.
Business Development Manager
Optus Business Centre
Melbourne, VIC
02.2018 - 11.2019
- Met and exceeded annual sales targets through tailored telecommunications solutions for SME clients.
- Coached peers on consultative selling techniques, boosting overall team conversion rates.
- Built strong, lasting relationships with SME clients by offering tailored telecom solutions that aligned with their business goals.
- Led end-to-end sales processes including needs analysis, solution design, quoting, negotiation, and closure.
- Developed and maintained a robust pipeline using CRM tools and proactive client outreach strategies.
- Identified potential clients, built relationships, and negotiated contracts.
- Researched target markets to understand the needs of current and potential customers.
Education
ITIL Foundation Training -
NAB
01.2023
Change Champion Program -
NAB
01.2023
Cisco Certified Network Associate (CCNA) - Coursework Completed
Skills
- Service Operations & Incident Management
- Major Incident Response & Crisis Coordination
- IT Operations & Service Continuity
- Root Cause Analysis (RCA)
- Exposure to Change & Problem Management (ITIL-aligned)
- Cybersecurity Exposure Escalation
- SLA Compliance & Service Recovery
- Post-Incident Review & Continuous Improvement
- Customer Service Specialist
- High-Volume Customer Support
- Conflict Resolution & First-Call Resolution
- Award-Winning Service Delivery
- Complaint Handling & Retention Strategies
- Empathy, Patience & Active Listening
- Call Quality, KPI Achievement & Service Recovery
- Business Development & Stakeholder Management
- B2B Sales & Client Retention
- Consultative Selling & Solution Development
- Territory & Pipeline Management
- Contract Negotiation & Closing Deals
- Proposal Writing & Presentation
- Team Mentoring & Peer Coaching
References
- Jason Bishop: 11/01/21, 06/01/25, 0422 455 202, Was my shift lead during my time in Network Recovery and Incident Management at NAB. Provided day to day operational oversight and led major incident response efforts.
- Tom Readshaw: 11/01/19 - 09/01/21, 0401 424 747, Served as my team leader while I worked as a Customer Service Specialist at NAB. Responsible for performance coaching, KPI management and customer experience delivery.
- Stacey Clapperton: Optus Business Centre, 0481 387 464, Was my manager at the Optus Business Centre while I worked as a Business Development Manager. Oversaw sales strategy, client relationship management and team leadership.
Timeline
Incident Manager
National Australia Bank
12.2023 - Current
Network Recovery Operations
National Australia Bank
11.2021 - 12.2023
Customer Service Specialist
National Australia Bank
11.2019 - 09.2021
Business Development Manager
Optus Business Centre
02.2018 - 11.2019
ITIL Foundation Training -
NAB
Change Champion Program -
NAB
Cisco Certified Network Associate (CCNA) - Coursework Completed
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