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Brian McAlpine

Principal - Media, Applications, Identity & Cloud Operations

I am an experienced and driven individual who is successful in building and motivating dynamic teams. My "outside the box" approach is crucial in the guidance and direction I provide as a leader. I successfully drive and empower people in change and enable people to be creative and innovative to deliver on the business strategy. I am always willing to challenge the “as is” models to not only provide the best possible experience for customers, but to ensure staff have the opportunity to continue to grow personally and professionally. 

 

Work experience

2020Current

Principal - Media, Applications, Identity & Cloud Operations

Telstra

Responsible for the management of operational teams who provide real time monitoring and support for national and international broadcasting, live events and streaming, cloud platforms and products, identity and authentication systems and a wide range of digital services utilised within Telstra and our customers.

Achievements:

  • Established a flow to work model to increase efficiency and providing economies of scale for future growth with an OPEX saving of $950k p.a. (35 FTE offshore reduction)
  • Improved business process for cloud offshore team saving $200k in resourcing OPEX.
  • Insource of Enterprise cloud support worth $1.2m with approx. $700k year on year saving
  • Delivered a further ~$700k saving in operational costs through lean process improvement initiatives, automation and business planning (5 FTE).
  • Established and delivered a resiliency program for a critical legacy application. removing single points of failure. 
  • Improved efficiency of automation and data sources across the business to enable staff to make decisions and prioritise work. 
  • Established a mentor and development program to help staff with growth and achievements.
  • Established work profiling and a business model to enable demand, capacity and forecast planning.
  • Established end to end heightened monitoring solution for Tokyo 2020 Olympics.

Responsibilities include:

  • Manage multiple teams in a 24x7 environment and an $8m+ OPEX and CAPEX budget.
  • Drive process improvement within operations to improve the end to end ecosystem.
  • Deliver automation initiatives to improve our core business.
  • Ensure performance targets and deliverables are met. 
  • Ensure the business is operating efficiently and effectively.
  • Provide operational support for key services, including for internal applications, broadcasting and live event services, cloud infrastructure and services, consumer and enterprise customer applications and all authentication services for Telstra and customers. Key customers include, AFL, NRL, Netball Australia, Channel 10, Ch 9, 7, ABC and many top 50 customers. 
  • Support and align to digitisation strategy within Telstra and applications.
  • Drive a zero backlog program to ensure incident volumes are reduced and sustainable.
  • Define and establish customer experience monitoring for services.
  • Directly liaise with stakeholders to ensure strategic alignment on future planned roadmap.
  • Manage stakeholder and customer relationships for key services.
20192020

Principal - Operations Control Centre & Triple Zero Operations

Telstra

Responsible for creating the strategy and two new critical teams within operations.

The OCC was established to drive end to end a lean operations model for sustainability, through process improvement, automation, tools and other initiatives. I defined and built the ecosystem to enable decisions with data and ensure the best possible experience for our customers. 

The Triple zero team was established to ensure an end to end focus across multiple technologies and products for Triple Zero operations. Defined and built processes, tools, automation, metrics and measurable outcomes. 

Achievements:

  • Built two completely new teams with a three year strategy in place. 
  • Established an ongoing cost reduction activity to remove legacy equipment from the network saving over 100k p.a in the first six months.
  • Established visibility of incident flow view of operations to drive opportunities.
  • Established newly designed disaster management processes, tools and stakeholder dashboard views for efficiency.
  • Established processes, tools and automation to detect community isolations automatically.
  • Redefined the processes and tools to improve and streamline the way mass disruptions are managed with automated prioritisation for restoration activities.
  • Established a pre detection process, tools and automation for incidents with potential to hit the media, driving resolution before it makes the news .
  • Established a Process Community of Practice.
  • Established a mentor program to further develop staff and their career.
  • Established an automated trigger on incidents which require further investigations to drive preventative measures for the future.

Responsibilities include:

  • Manage 76 direct reports in a 24x7 environment and an $8m+ OPEX and CAPEX budget.
  • Drive process improvement within operations.
  • Ensure the business is operating efficiently and effectively end to end
  • Ensure incidents do not fall through the cracks and drive a program of work for future preventative measures
  • Define and establish customer experience monitoring for services
  • Directly liaise with stakeholders, including corporate affairs on major incidents
  • Ensure the operation of an end to end Triple Zero operations team to provide monitoring, support and service desk functions.
  • Work with key council and governing groups to ensure compliance within Triple Zero

20192019

Acting Principal - Major Incident Management

Telstra

Four month secondment where I was responsible for the management of all major network incidents within Telstra.

Achievements:

  • Personal growth with accelerated learning and understanding of the Telstra network and the different components

Responsibilities include:

  • Drive the fastest possible resolution time for all major incidents
  • Manage key stakeholders across the business
  • Provide frequent and accurate communications to stakeholders
  • Liaise with social media and corporate affairs teams when required
  • Manage a team of 20 people to drive incidents to resolution
  • Follow up on all media escalations

20182019

Senior Network Lead

Telstra

Managing a team of 11 direct reports who provide lean operational support for media based applications which have high visibility for our customers, including Telstra Box Office, AFL, NRL, Netball and MyFootball, as well as our cloud platforms for customers.

Achievements:

  • Defined support process with engineering for T22 initiative NFVi
  • Transitioned non-consenting cloud customer support into the Media Applications team with cloud training program.
  • Removed approx. one million unnecessary alarms in cloud monitoring in 3 months.
  • Implemented phase one of cloud customer impact list for major incidents.
  • Increased cloud response times to 97%
  • Drastically decreased cloud restore times.
  • Drastically increased First in Fix.
  • Reduced cloud backlog to near zero in 3 months.
  • Defined the design of the Virtual Operator.
  • Maintain near zero backlog consistently.
  • Implemented sentiment Twitter monitoring of Telstra for Major Incident Management
  • Delivered initiative to streamline live event communications through the Virtual Operator, reducing CONEN notifications to a maximum of two minutes.
  • Ride-on with MiM providing a greater understanding of operations end to end.

Responsibilities include:

  • Manage onshore team 
  • Manage the cloud offshore team
  • Manage staff roster
  • Maintain focus on Lean, HCD, Agile and DevOps within the team and stakeholders within the business.
  • Liaise with Engineering teams, vendors and stakeholders
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Introduce new monitoring solutions
  • Define customer improvement programs
  • Define business improvement initiatives
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Review changes for TRB
20182018

Media Squad Lead - Media Applications

Telstra

Managing a team of 13 direct reports who provide incident management and problem management support for media based applications which have high visibility for our customers, including BigPond Movies, AFL, NRL, Netball and MyFootbsll

Achievements:

  • 90% reduction of incidents and long tails
  • Redefined the way problem management is prioritised
  • Achieved consistent compliant metrics in problem management with proven results from a reduction of reoccurring incidents.
  • Maintain near zero backlog consistently
  • Improved staff morale and engagement
  • Introduced staff up skill program
  • Improved KPI results
  • Delivered the pilot DevOps model in conjunction with Media Engineering.
  • Removed operational boundaries to establish Media feature teams. 
  • Implemented Social Media sentiment monitoring for live events

Responsibilities include:

  • Manage onshore team 
  • Manage staff roster with MS Teams
  • Run weekly team meetings for CMDA group
  • Coach Engineering teams on DevOps, HCD, communications and operations end to end.
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Introduce new monitoring solutions
  • Provide COO items
  • Liaise with SDM's to develop Customer Improvement Programs
  • Liaise with vendors, including AFL, Champion Data and AWS 
  • Introduce team BC and DR testing relocation plan. 
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Review changes for TRB
20172018

Senior Network Lead - Media and Digital

Telstra

Managing a team of 12 direct reports who provide support for high visibility and high impact products for our customers, including BigPond Movies, BigPond email, AFL, NRL, Netball and MyAccount.

Achievements:

  • Received CSO MVP, CSO Director, GMD Engineering, CEO Annual and EXCELERATE 2017 awards
  • 90% reduction of incidents and long tails
  • Driving Back to Zero NAR initiative
  • Improved staff morale and engagement
  • Introduced staff up skill program
  • Working with GM of CMDA on TSO revenue initiative
  • Improved KPI results
  • Resolved TIO complaints
  • Drive improvements with PSO for products
  • Implemented Splunk monitoring
  • Attending the pilot program for KT Metafix for the consumer email platform.

Responsibilities include:

  • Manage onshore team 
  • Manage staff roster
  • Run weekly team meetings for CMDA group
  • Liaise with PSO and Engineering teams
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Introduce new monitoring solutions
  • Provide COO items
  • Liaise with SDM's to develop Customer Improvement Programs
  • Liaise with vendors, including AFL, Champion Data and AWS 
  • Introduce team BC and DR testing relocation plan. 
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Review changes for TRB
20162017

Acting General Manager - CMDA

Telstra

Six week secondment plus adhoc engagements to manage the operations of the Level 2 CMDA group.

 

Responsibilities include:

  • Manage seven direct reports
  • Budget Management
  • Coordinate improvement initiatives with PSO
  • Manage team KPIs
  • Provide COO items
  • Run fortnightly CMDA team briefs
20162016

Network Manager - Cloud & ASIT

Telstra

Managing Level 2 onshore and offshore teams with 16 direct and 49 indirect reports. Supporting over 700 internal Telstra applications and customer cloud infrastructure

Achievements:

  • Introduced a cloud technology up skill program
  • Improved First in Fix ability for the team
  • Improved staff morale and engagement
  • Met and improved KPI results 
  • Reduction in noisy alarms
  • Working with GM of CMDA on TSO revenue initiative

Responsibilities include:

  • Manage teams onshore and offshore
  • Managed integration team
  • Manage staff roster
  • Run weekly team meetings for CMDA group
  • Liaise with PSO and Engineering teams
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Provide COO items
  • Liaise with SDM's to develop Customer Improvement Programs
  • Liaise with vendors, including Cisco, Microsoft, EMC and VMWare
  • Introduce team BC and DR testing relocation plan. 
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Participated in Back to Basics initiative for CMDA
  • Review policy and procedures for Incident Management
20132016

Cloud and IT Services Manager

Fasttrack Recruitment Software

Established in 1992, FastTrack is one of the largest providers of end to end software to the recruitment industry globally.

Achievements:

  • Designed and built a cost effective cloud solution globally available to clients with high availability and multiple geo redundancy points.
  • Creation of disaster recovery and business continuity processes and procedures. 
  • Involvement in creation of processes and security policies for ISO 27001.
  • Turned IT into a lean, efficient and cost effective department.
  • Rollout of Salesforce CRM and customer incident management for the business.
  • Implemented ITIL process and ticketing software with real time cloud server monitoring.
  • Created and Implemented a change management process and approval workflow for all infrastructure and cloud related changes.
  • Member of the Cloud Committee, Change Management Board and BC/DR Committee

Responsibilities include:

  • Manage an internal team of three, leveraging support and development teams, plus manage vendors to ensure Internal IT and cloud is delivered and streamlined efficiently and effectively, while defining and maintaining SLA agreements.
  • Lead DevOps to automate deployments and changes enabling 24 hour
    deployments to occur in 10 minutes.
  • Work closely with Product and Development Teams in a feature and squad
    team structure.
  • Work closely with other internal teams to project future design changes and requirements for hosting of the cloud and internal infrastructure requirements.
  • Vendor management, procurement and contract negotiations.
  • Manage IT budget and expenses.
  • Define IT Strategy and planning.
  • Implement core business solutions.
  • Develop and maintain disaster recovery strategy plan and processes
  • Implement monitoring, support and RACI matrix for the cloud infrastructure.
  • Streamline and decrease cloud delivery times through CI/CD
  • Maintain security of the cloud and internal infrastructure
  • Manage cloud and internal network infrastructure
  • Report to the Board for all cloud and IT matters of topic

20092013

Infrastructure Manger

Fasttrack recruitment software

In November 2008, I was approached by FastTrack to join their IT team.

Achievements:

  • Reduced running costs in excess of six figures pa.
  • Streamlined the IT infrastructure from bulky, expensive physical hardware into a complete virtual private cloud environment.
  • Defined IT disaster recovery plan
  • Defined IT strategy for the growth of the business
  • Implemented a cloud CRM system, cloud phone, video conferencing and private cloud solution. 
  • Completely rebuilt and refreshed the infrastructure which now runs on the latest version of Microsoft products (Server, Active Directory, Exchange, SQL, Sharepoint, OS, Office etc) 

Responsibilities included:

  • Managing network infrastructure
  • Manage IT budgets
  • Develop vendor relationships and manage vendor contracts
  • Provide technical expertise and industry knowledge to support sales and marketing efforts
  • Provide strategic recommendations to the business
  • Investigate new technologies to benefit the business
  • Build virtualised development and test environments
  • Provide Level 1/2/3 support
  • Review hardware, software and technology applications
  • Provide technical consulting to our clients
  • And much more
20052008

Network Administrator/Senior Desktop Support

MacPherson + kelley lawyers

Established in 1905, M+K have 300+ staff over four offices nationally, covering a range of legal services across commercial law, tax advisory, property law, litigation, employment law and intellectual property.

Responsibilities included: 

  • Maintained network infrastructure
  • Maintained workstations and SOE deployments
  • Provided Level 1/2/3 support
  • Built/administered/maintained Servers
  • Software installation/upgrades
  • Maintained internet and security
  • Manage Exchange servers
  • User accounts administration
  • Provided training to staff
  • Provided recommendations to the business
  • Maintained BlackBerry server
  • Database administration
  • Website development
  • Maintained PABX and swipe card security systems
20022005

Network Administrator

William angliss institute of tafe

William Angliss Institute of TAFE delivers a range of hospitality and tourism courses to thousands of students.

Responsibilities

  • Maintained approx. 1200 workstations
  • Provided level 1/2/3 support for network, staff and students
  • Built/Administered/Maintained approx. 50 servers 
  • Managed software upgrade and installations
  • Maintained Internet and security
  • Maintained Microsoft Exchange servers
  • Maintained network infrastructure
  • Set up routers, switches, firewalls and wireless networks
  • Administered user accounts
  • Provided staff training
  • Database administration
  • Implemented VoIP phone system (first company in Australia to implement)
  • Product research, planning and vendor management
20012001

Network Manager - Traineeship

William angliss institute of tafe

Completed a Certificate IV in Network Management, with placement at William Angliss.

Responsibilities

  • Maintain approx. 900 workstations
  • Build and maintain servers
  • Perform software installation and upgrades
  • Provide software and hardware support for staff and students
  • Maintained network, internet and security

Education & Training

20202020

Six Sigma - White Belt

Aveta Business Institute
20182018

Kepner Tregoe Methodology

Kepner Tregoe
20172017

Effective Business Writing

Black Isle
20162016

Strategy in Action Practitioner Program

Telstra
20162016

Commercial Acumen Practitioner Program

Telstra
20142014

Administration Essentials for New Admins (Professional Edition) (ADM202)

Salesforce
20032003

CCNA

Box Hill Institute
20012001

Certificate IV - Network Management

Inner eastern group training
19982000

Bachelor of Education/Bachelor of Applied Science - Information Management and Mathematics

Deakin university

Completed 3 years of study before deferring and changing into an IT direction.

19961997

VCE

Hampton park secondary college

Skills

Critical Thinking
Problem Solving
Process Improvement
DevOps CI/CD
Lean
Strategy
Leadership
Cloud Infrastructure and software

References

Wayne Mefflin
Principal - Transport and IP Operations

Ph. 0448 038 704

David Brown
Chapter Lead - Domain Engineering Voice & Video Chapter

Ph. 0418 309 002