Experience

Cuscal Limited

• Australia
• Financial Services
• 400 - 500 Employee

• Service Manager , Service Management office, Technology & Project Services

  • Oct 2021 - Present



Unisys

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• ITSM Lead Consultant

  • Jul 2019 - Oct 2021

  • Responsible for the adoption and successful implementation of ITIL based processes covering Incident, Problem, Change, Release, Configuration, Service Level Management and Service Availability Management. • Manage and monitor the regular volume of Incidents, Problem, Change tickets, Incident resolutions, Near Breach SLAs and Breached SLAs. • Managing major and critical incidents and lower priority incidents to resolution within the agreed response and resolution SLA, also driving • Leading technical and business bridge calls to ensure quick restoral of service impacting incidents. • Coordinating with Stake Holders, Leadership, Technical Teams, other Service Management and SDM during Major outages and Emergency change requests to deliver business outcomes. • Track and maintain regular service reports on incidents, problem and change tickets to maintain KPIs and SLA target. • Working with change management and technical teams in implementing change plans for prevention of future incidents



FIS

• United States
• Information Technology & Services
• 700 & Above Employee

• Lead Specialist

  • Nov 2009 - Mar 2019

  • Restructured procedures through coordination with the Service Desk to create and execute projects. • Produced detailed and relevant reports for use in making business decisions. • Evaluated current processes to develop improvement plans. • Developed SLA metrics derived from raw company data to track improvements in organizational efficiency. • Recommended operational improvements based on tracking and analysis of data. • Coached business leaders on Incident, Problem, and Change Management. • Drove operational improvements which resulted in savings and improved profit margins. • Resolved problems, improved operations, and provided exceptional client support



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Lead - IT Infrastructure Management

  • May 2004 - Nov 2009

  • Responsible for the adoption and successful implementation of ITIL based processes covering Incident, Problem, Change, Release, Configuration, and Service Level Management and Service Availability Management. • Categorizing, examining, and assessing business processes, procedures, and work practices. • Escalate project risks and challenges as required. • Work collaboratively within a team environment driven to build great solutions. • Demonstrate sound planning skills to ensure delivery remains on track. • Coach team members as needed, including conflict resolution. • Build a solid inventory of CI`s linked with use cases that help in Business Priority. • Creating user and training documentation, and conducting formal training classes • Monitor the daily volume of Incidents, Incident resolutions, Near Breach SLAs, and Breached SLAs. • Coordinating with Senior Management for Emergency change requests and Problem Records. • Identify when a near breach SLA incident needs attention and take ownership of driving incident to resolution. • Preparing daily team schedules on a monthly basis according to the specialist's availability.