KEYNOTE – Syncing Up Power and Service: Hydro One’s Outage Transformation

For utilities, delivering excellent customer experience requires forging ongoing, close-knit connections between operations, emergency management, and customer service. With a strong legacy of customer service excellence, Hydro One recently embarked on a journey to further break down silos within the organization, aiming to provide a superior customer experience during outages. Join three dynamic Hydro One leaders for an exceptional keynote exploring the organization’s innovative work in improving outage response and customer satisfaction. Through compelling case studies and clear takeaways, learn how Hydro One’s collaborative approach is reshaping outage management strategies. Don’t miss this opportunity to gain insights from industry leaders and elevate your utility’s outage management strategy.



  • Robert Globocki, VP, Customer Experience and Billing Operations, Hydro One
Rob has a passion for winning with people and delivering results for business, customer and team with over 26 years of strong results in the energy industry and customer care business. His style is one that works collaboratively with those around him, while leading with strategy, creativity and a desire to make things better. From major operational and system overhauls, to complete team transformations, he has had a lead role in them all, seeing them to success, from concept to launch.
As the current leader of the Customer Experience and Billing Operation area, with 500 amazing employees on his team, he recently led the repatriation of the outsourced operation back into the Hydro One family. Since then, the area has seen historical highs in customer satisfaction and cost savings.
Rob is 5-time President’s Award winner at Hydro One, recognized for innovation, problem-solving and my ability to lead a team to successful execution, delivering best-in-class results.


  • Lorraine Gray, VP of System Control/Grid Control, Hydro One
Lorraine Gray is a results-oriented, Operations Leader with a distinguished career in the electrical utility sector having spent nearly 20 years at Hydro One in Operations Leadership.  Driven by her proven ability to drive innovation, and navigate regulatory environments she has led complex divisions such as being the first female Director of Station Services, where she was responsible for 750 field employees to oversee over 1300 substations across the Province. Today, she is the Vice President of System Operations and Station Services. In her role, she leads over 1100 employees who safely operate the Transmission and Distribution grid for Hydro One, maintains over 1300 substations, and oversees advanced metering operations.
Adept at leading large teams and achieving exceptional results Lorraine is a Professional Engineer who holds a B.Eng.Mgmt. in Electrical Engineering from McMaster University and an MBA from York University. In 2020, she was recognized as one of Canada’s Top 100 Powerful Women by the Women’s Executive Network (WXN). And in 2023 she was inducted into the McMaster University Alumni Gallery for her work in the Utility sector. Lorraine supports the industry and her community. She sits on the Transmission Council of Electricity Canada, Chairs the Whitby Public Library Board, and Vice-Chairs the StepUp Board which supports inclusivity in the Energy Management space.
  • Theodore Lyberogiannis, Director, System Reliability & Emergency Management, Hydro One
Theodore is a seasoned professional with over two decades of dedicated service at Hydro One working in both the Transmission and Distribution sectors.   With a profound commitment to excellence and innovation, he currently leads teams in the System Reliability and Emergency Management areas and is laser-focused on the continuous improvement of Hydro One’s system reliability and storm response. 
He is a 2-time semi-finalist at the Toastmasters World Championship of Public Speaking and is recognized within Hydro One as an inspirational leader who can simplify complicated matters with the right balance of wit, humor and technical expertise.  He has always been a lifelong learner with four university degrees and currently teaches Energy Storage and Use to Masters of Engineering students at Toronto Metropolitan University.
Theodore has been awarded for his excellence in Operations and has consistently been recognized for leading high performing teams.



View All PowerUp 2024 Agenda Highlights