Sarah Ah
Melbourne,VIC
Summary
Aspiring Site Reliability Engineering leader at Telstra with expertise in service management and stakeholder engagement. Developed comprehensive training materials and established a Knowledge Hub, enhancing team capabilities and ensuring adherence to best practices. Proven track record in operational readiness and agile methodologies, driving significant improvements in cloud and network initiatives. Committed to excellence and innovation through data-driven decision-making.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SRE Modern Practices Squad Lead
Telstra
Melbourne, VIC
10.2024 - Current
- Developed training materials on service management best practices to enhance team skills and knowledge.
- Established Knowledge Hub for Cloud and Network connectivity groups, improving process adherence.
- Maintained comprehensive documentation of policies and procedures for easy reference.
- Continue to lead Site Reliability Engineering and modernisation initiatives under the Knowledge Hub.
- Managed document sharing to improve resource accessibility and communication.
- Updated Operational Readiness Control content for clear resilience standards requirements.
Service Management Specialist
Telstra
Melbourne, Vic
01.2021 - 10.2023
- Analysed service performance data to identify improvement opportunities.
- Implemented best practices for incident management and root cause analysis.
- Tracked risks and provided regular status updates to stakeholders.
- Executed resilience activities across on-premises and cloud teams in Networks and IT.
- Assessed data quality as a steward for Cloud Group, proposing strategic initiatives.
- Collected and reported data to support operational planning and decision-making.
Senior Business Analyst / Operational Readiness Lead
Telstra
08.2020 - 03.2021
- Served as Operational Readiness Lead for critical asset management application and Senior Business Analyst for DevOps integration project.
- Achieved endorsement of 100% operational readiness controls, eliminating delays and rework.
- Facilitated adoption of agile tools and processes across multiple teams.
- Conducted discovery workshops with stakeholders from various cloud capability teams.
- Managed design and build expectations to ensure compliance with Telstra requirements.
Maternity Leave
Self
05.2019 - 07.2020
- Gave birth to my first child assuming a 2.5 FTE role in the preceding 14 months.
- Pursued an interest in Google's Cloud offering and successfully completed the Google Cloud Platform Fundamentals certification specialising in Core Infrastructure.
Senior Business Analyst / Process Specialist
Telstra
, Vic
02.2019 - 04.2019
- Pivoted into a mission critical program set up to address the increased NBN demand from mid market customers.
- Assigned to lead the creation and documentation of ordering, activation, usage, billing and assurance processes.
- Conducted workshops with large stakeholder groups across multiple business units to perform an 'As-Is' to 'To-Be' analysis of existing processes.
- Successfully gained endorsement on manual order to activate process flow prior to release from project.
Senior Business Analyst / Lead Integration Specialist
Telstra
08.2018 - 02.2019
- Developed add-on security product targeting approximately 1 million SMB customers.
- Facilitated discussions to establish mandatory artifacts for product launch and support.
- Managed expectations of design and build teams across multiple business units to ensure compliance with Telstra requirements.
- Served as liaison between project team and senior management, providing integration status reports.
- Conducted 'As-Is' to 'To-Be' analysis of existing process documentation.
- Achieved successful pilot product launch.
Integration Specialist
Telstra
, VIC
02.2018 - 08.2018
- Drove development of Cloud offerings as Integration Specialist for Telstra.
- Led Operational Readiness on seven projects, ensuring compliance with Telstra requirements.
- Managed project team expectations to align with mandatory standards.
- Facilitated sign-off from key stakeholders on critical deliverables and artefacts.
- Issued 'Acceptance to Operate' upon successful completion of Operational Readiness Checklist.
- Reported project status updates to Telstra managers and stakeholders.
- Achieved successful ATO for all seven projects within established timeframes.
Senior Business Analyst
Telstra
08.2017 - 02.2018
- Lead client facing Senior BA role assigned to develop Telstra's first API platform in OKAPI.
- Acted as the Lead BA in a team of 8 to expand the initial API offering launched in Phase 1.
- Successfully gained endorsement on critical integration components liaising with multiple teams.
- Functioned as the security SME who ensured API's met and adhered to Telstra security frameworks and guidelines.
- Worked to engage key stakeholders from operations and platforms to sign off key security checks and controls.
- Developed Phase 1 of OKAPI Cost Model.
- Moved into the role of Senior Business Analyst in under 9 months.
Business Analyst
Telstra
02.2017 - 08.2017
- Critical client facing BA role driving Telstra's adoption of Cloud platforms for internal use.
- Acted as the reporting lead for 5 BAs on the initiative seeking to gain operational acceptance to enable the on-boarding of business critical applications.
- Contributed as a SME to enable network connectivity for 60 internal Telstra applications.
- Successfully engaged key stakeholders from operations and platforms to sign off key security and change management deliverables.
- Led and conducted multiple cycles of reviews with operational teams to gain endorsement on activation and assurance processes.
- Supported the effort of preparing a business case to seek funding for Phase 2 of the initiative.
- Assigned the owner of 24 operational controls.
- Successfully achieved full acceptance on 22 out of 24 controls with 2 conditionally approved.
- AWS and Azure successfully accepted as Telstra approved platforms for internal use.
Research Teaching Associate & Business Analyst
Monash University
01.2017 - 02.2017
- Invited back to recommence by duties at Monash University.
- Appointed to work in the capacity of a teaching associate.
- Taught 1st to 3rd year students undertaking a Bachelors Degree in Information Technology & Systems.
- Lead and only teaching associate for core summer unit through the Faculty of Information Technology.
- Co-created academic content for the unit coordinator and chief examiner.
- Member of a special projects team to deliver Phase 2 enhancements to an online student learning system reporting directly to the special projects head.
- Required to consult and engage with end users and subject matter experts to identify, develop, document, validate and endorse requirements.
- Contributed to the conceptualisation, development and implementation of strategies to support and promote the effective use of the learning system across the university.
- Assigned to analyse the current learning system to understand problems and opportunities, identifying areas for potential improvement, assessing alternative solutions, supporting benefits and recommending new enhancements.
- Influenced senior stakeholders through skilful negotiation to gain sign-off and endorsement on key deliverables.
- Co-authored a national paper presentation on 'Ultra Wide Band Technologies for Future Generations'.
- Achieved a 100% pass rate for students enrolled in unit.
- 70% of students achieving Distinction or higher for overall mark.
- 85% of students achieving Distinction or higher in one or more key unit assessments.
- Successfully delivered 3 key feature sets as part of Phase 2 of the online student learning system enhancements project.
Teaching Associate & Business Analyst
Monash University
07.2016 - 12.2016
- Appointed to work in the capacity of a teaching associate.
- Taught 1st to 3rd year students undertaking a Bachelors Degree in Information Technology & Systems.
- Lead tutor in a team of four assigned with reporting duties.
- Led the development of academic content with the unit coordinator and chief examiner.
- Member of a special projects team to deliver Phase 1 enhancements to an online student learning system reporting directly to the special projects head.
- Required to consult and engage with end users and subject matter experts to identify, develop, document, validate and endorse requirements.
- Contributed to the conceptualisation, development and implementation of strategies to support and promote the effective use of the learning system across the university.
- Assigned to analyse the current learning system to understand problems and opportunities, identifying areas for potential improvement, assessing alternative solutions, supporting benefits and recommending new enhancements.
- Influenced senior stakeholders through skilful negotiation to gain sign-off and endorsement on key deliverables.
- Recipient of Teaching Award Nomination for 'Teaching Excellence'.
- Achieved a 96% pass rate for students enrolled in unit.
- 72% of students achieving Distinction or higher for overall mark.
- 81% of students achieving Distinction or higher in one or more key unit assessments.
- Successfully delivered 8 key feature sets as part of Phase 1 of the online student learning system enhancements project.
Exam Invigilator
Monash University
09.2015 - 06.2016
- Provided test administration and accommodation solutions to test takers across Australia.
- Central point of contact for open universities Australia students.
- Assigned as a SME providing clarification to Information Technology & Systems related queries.
- Approving items in possession of students.
- Approving and providing sign off on script envelopes.
- Successfully invigilated a total of 11 examinations over a 9 month period for a total of approx. 4450 students.
Teaching Associate
Monash University
07.2015 - 06.2016
- Appointed to work in the capacity of a teaching associate for a core unit curated by the Faculty of Information Technology.
- Taught 1st to 3rd year students undertaking a Bachelors Degree in Information Technology & Systems.
- Co-lead tutor in a team of six assigned with reporting duties.
- Co-led the development of academic content with the unit coordinator and chief examiner.
- Achieved a 88% pass rate for students enrolled in unit.
- 76% of students achieving Distinction or higher for overall mark.
- 88% of students achieving Distinction or higher in one or more key unit assessments.
Teaching Associate
Monash University
02.2015 - 06.2015
- Appointed to work in the capacity of a teaching associate for an elective unit curated by the Faculty of Information Technology.
- Taught 1st to 3rd year students undertaking a Bachelors Degree in Information Technology & Systems.
- Member of 3 member tutor team.
- Supported the development of academic content with the unit coordinator and chief examiner.
- Achieved a 95% pass rate for students enrolled in unit.
- 88% of students achieving Distinction or higher for overall mark.
- 94% of students achieving Distinction or higher in one or more key unit assessments.
Skills
- Service and incident management
- Data analysis and cloud computing
- Operational readiness and documentation
- Stakeholder engagement and communication
- Agile methodologies and process improvement
- Risk assessment and analytical thinking
- Team leadership and management
- Planning and coaching
- Business Process Re-Design
Certification
- Google Cloud Platform Fundamentals: Core Infrastructure, Coursera Inc
- Aws business essentials
- aws cloud practitioner
- Certified Scrum Master (CSM)
- Data analytics foundations - UTS
- ITIL Foundation Certificate in Service Management
- Azure fundamentals
References
References available upon request.
Timeline
SRE Modern Practices Squad Lead
Telstra
10.2024 - Current
Service Management Specialist
Telstra
01.2021 - 10.2023
Senior Business Analyst / Operational Readiness Lead
Telstra
08.2020 - 03.2021
Maternity Leave
Self
05.2019 - 07.2020
Senior Business Analyst / Process Specialist
Telstra
02.2019 - 04.2019
Senior Business Analyst / Lead Integration Specialist
Telstra
08.2018 - 02.2019
Integration Specialist
Telstra
02.2018 - 08.2018
Senior Business Analyst
Telstra
08.2017 - 02.2018
Business Analyst
Telstra
02.2017 - 08.2017
Research Teaching Associate & Business Analyst
Monash University
01.2017 - 02.2017
Teaching Associate & Business Analyst
Monash University
07.2016 - 12.2016
Exam Invigilator
Monash University
09.2015 - 06.2016
Teaching Associate
Monash University
07.2015 - 06.2016
Teaching Associate
Monash University
02.2015 - 06.2015
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