# Promptly identify and resolve Major Incidents while ensuring clear communication throughout their lifecycle and accurate documentation of all related activities# Lead process improvement efforts and promote innovation, including conducting post-incident reviews and generating problem tickets as necessary# Ensure business outcomes are achieved in a professional, efficient, and effective manner, with a strong focus on the restoration of services.# Provide Incident and Problem Management reporting, update and train the Technology team as processes evolve, and manage all priorities of Incident Management from start to finish# Supervise Knowledge Management with the ITSM Application# Lead and manage the Service Desks delivery capability, including operational readiness, team management, resource allocation, staff development and communication and delivery KPI’s.# Empower the Service Desk Team to deliver exceptional customer service while being the first escalation point for the business.# Proactively monitor the workload of the Service Desk to ensure the provision of an effective IT Support service that includes Incident, Major Incident and Problem Management.# Manage communication with the business and 3rd party vendors as required.# Ensure the team has the right tools for success.# Identify and analyze ticket trends with a focus on reducing incident ticket rates.# Coaching and development of the IT Service Desk team to ensure all employees are supported with their growth in role, goal setting and career planning.# Develop and maintain and effective incident management and problem management policy and processes# Work with Change and Release Management team to document incidents or problems caused by failed or unauthorized change# Create process documents and procedures. Ensure continual improvement

# Federated Incident Manager for AU Loyalty Rewards platform# Understanding, implementing, and maintaining Mastercard’s Incident Management Process and acting as a focal point for my team.# Establishing communication with the Incident Process Owner on a periodic basis on ticket fidelity and improvement to the incident process in general.# Point of contact for all Major Incidents and responsible for any special activities related to incidents which reach Major Incident criteria# Validating all required KPI incident metrics are present, timely and accurate for each incident ticket before closure# Ensure proper ticket hygiene occurs for all open incident tickets after service has been restored and all required incident process data documented# Develop solutions, including requirements and interface definitions, to implement corrective actions and resolve complex technical issues and problems# Proactively monitor outstanding problems and their status to facilitate introduction of corrective measures# Being a focal point for identifying defects which cause, or could cause, service interruption and ensuring the proper problem management processes are invoked. # Develop and deploy the IT Service Continuity Management plan# Collaborate closely with strategic partners, IT teams and business stakeholders to execute disaster recovery test exercises# Manage business continuity and risk management, including emergency planning, disaster recovery, emergency/crisis response management# Ensure all IT service continuity management plans, risks and activities underpin and align with all business continuity plans, risks and activities.# Ability to manage large-scale Disaster Recovery activities with multiple stakeholder groups# Strong Relationship building skills both inhouse and vendor to elicit support for recovery plans and testing regime# Able to present to executive forums on risk profile and continuity preparation and testing