Marlon Gounden

Experience

• 

  BT

  Aug 1989 - Aug 2006

  Telephone/Broadband Technician
• 

  Openreach

  Mar 2011 - Jan 2016

  Contributed significantly to the successful execution of the flawless 2012 Games by collaborating with major stakeholders. Formed and led a dedicated delivery team responsible for coordinating activities within the Olympic Park, village, and Excel. Cultivated strong, transparent relationships with BT Group partners.Developed and executed a comprehensive Business Plan for the Docklands Customer Service Team, overseeing a team of 150 engineers and 10 managers throughout the lead-up to and transition out of the Games. Show less

  • FTTP Operations Manager

    Aug 2006 - Jan 2016

  • Lead Volume Operations Manager Olympic Park Delivery

    Mar 2011 - Nov 2012
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  BT

  Jan 2016 - now

  I lead a skilled technical team focused on promptly resolving customer and Network-related incidents on a top-tier network. My role encompasses overseeing end-to-end resolution of exceptional services, emphasizing customer satisfaction within agreed SLAs. I proactively seek process improvements through Post-Incident Reviews (PIRs) and challenge existing practices to enhance the customer experience. Additionally, I effectively manage and mentor my team, ensuring peak performance. I serve as the representative for Dynamic Networks in bridge calls and cultivate relationships with key stakeholders and External Vendors. My composure under pressure consistently yields positive results, and I collaborate closely with the Major Incident Management team. Furthermore, I possess the ability to communicate and present effectively at the director level. Show less

  • Global IP, IT & Cloud Duty Manager

    Apr 2019 - now

  • IP Networks Duty Manager

    Jan 2016 - now