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From exercise to execution: how Optus reset its continuity and recovery programs
After a high-profile disruption shook the organisation, Optus partnered with Fixinc to simplify continuity across departments, align ITDR strategy, and embed a culture of resilience into every layer of the business.
The Challenge
As one of Australia’s largest telecommunications providers, Optus faces an increasingly complex risk landscape. With millions of customers, a highly visible national footprint, and rising expectations from regulators, the stakes are high, and the path to resilience is layered.
Following years of internal change and increased cyber scrutiny across the sector, Optus engaged Fixinc to conduct a full-scale Business Continuity Exercise. This wasn’t about reacting to a single event, it was about designing a program that could stand up to the evolving realities of modern risk.
What became clear early on: continuity and recovery needed to be simplified, strengthened, and more broadly understood across the organisation.
The Approach
Fixinc began with a tailored Scenario Exercise involving critical teams and department heads, using realistic disruption scenarios to test existing plans, team cohesion, and executive alignment.
We uncovered key opportunities for improvement, not just in documentation, but in communication flow, escalation logic, and system-specific recovery expectations.
That led directly into the next phase: supporting the development of a comprehensive IT Disaster Recovery (ITDR) program, one that reflected the unique dependencies between business units, legacy infrastructure, and third-party technology providers.
We now continue to support Optus through:
- ITDR Plan Development and System Analysis
- Department-level Training Workshops tailored to real responsibilities
- Multi-stakeholder program planning across executive, technical, and operational layers
- Partner collaboration to ensure vendor readiness and recovery expectations are aligned
The Outcome
Optus has moved from a fragmented resilience structure to one that is clearer, more agile, and built around its actual business reality.
Plans are being integrated across teams. Training is being delivered where it counts. And leadership now has a roadmap that balances cyber expectations with operational clarity.
Fixinc’s role continues to evolve as a strategic partner helping Optus build capability, align large-scale resilience initiatives, and turn business continuity and ITDR into a competitive advantage.
Optus
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ITDR
Scenario Exercises
Validation Activities
Business Continuity
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Fixinc is immensly proud of our client base and the personal, one-to-one connections we've made through these partnerships. There is no better source than word of mouth, that's why we encourage reference checks and reviewing case studies.
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Fixinc has supported Auckland War Memorial Museum for a few years now, working hand-in-hand with security and emergency teams to build a culture of resilience. Tailored to the unique challenges of one of New Zealand’s most significant cultural sites.
Fixinc has gathered dozens of passionate clients who are prepared to vouch for our service. Even if you don't have a proposal or program with us, we can arrange a reference check.
