Change Manager for various ICT accounts within the Service Management Centre for NTT.

Manage all changes to ICT services for major strategic financial accounts for Optus being IAG, AMP, CBA and Westpac.

As the Change Manager both Internationally and Australia wide, the main focus was to improve the Change Management Process. The organization to date had been using for several years a lotus notes based Change Control solution that was internally developed. This solution had lacked controls, reporting capabilities, and the ability to properly govern changes to test and production environments. A new ITSM tool was purchased and implemented to replace the current Change Management tool and integrate with other Service Management services. As part of this new initiative, my responsibilities were to design, develop and implement change management workflows within the ITSM tool and integrate this solution with other processes to improve Change Management.While working on the ITSM initiative, I had reviewed and established a new Central Advisory Board (CAB) which would meet weekly to discuss and communicate organisation wide changes to ensure both the risk and impact of all changes were reviewed and approved.Amongst these initiatives and other strategic work, I conducted Disaster Recovery exercises twice yearly as reviewed by APRA and other governing bodies. This was done to ensure we remained compliant and our procedures were updated to efficiently recover all core systems should a disaster occur.Overall my role is vital to support all financial services of the organisation and the services provided by Business Technology Group (BTG) both internally and externally to their customers.

As Configuration Manager, I provide technical advice, guidance and support in the design, configuration and administration of large scale IT Systems and associated environments. Develop processes to govern changes to configurations, enforce ITIL Service Support methodologies and minimize outages to customer facing systems.Provide process leadership through the development of the Configuration Management Policy, and support day-to-day related activities in maintaining standards, procedures and associated documentation across the whole portfolio, projects and BAU operations.Working within the complexities of parallel development, has brought about the need for a strategic approach to Codeline Management and better use of environments using latest technologies to improve efficiency at minimal cost. Although more work is needed in providing a fully automated and integrated model, improvements in processes alone have enhanced operations and delivery outcomes.Commissioned new toolsets and consolidated existing technology to better integrate current processes to improve support and provide improved efficiency. This included the overhaul of a legacy Change Management System to integrate it with other service management processes and provide enhanced workflow capabilities to manage change cycles and provide more detailed reporting.Maintain integrity of software deliverables, control software libraries, and established baselines for audit and traceability. Developed and presented long-term roadmap and business case for service management process integration and the introduction of a CMDB.

As the Senior Technical lead, I was instrumental in designing, developing and implementing change management initiatives to improve policies and processes that contribute to a stable and risk-averse environment, ensuring that the integrity and stability of production is maintained. This has been achievable with a close working relationship with project and developments teams, requiring an understanding of various version control tools, frameworks and development build practices. I was involved in the installation and configuration of Serena TeamTrack with customised workflows to form the basis of the change control system. Conducted CAB meetings to communicate and discuss bank wide changes to ensure the implementation and approval of these changes in a timely manner.Facilitate effective stakeholder engagement to build and maintain strong client relationships and to communicate all changes to various stakeholders. Identified possible conflicts between scheduled changes requiring negotiations between various stakeholders, and if necessary, escalate to the levels required to achieve resolution. Conducted post implementation reviews to collaborate failures identified and discuss remedies to rectify future changes.

Key member of the Delivery Centre Team. Co-ordinate builds and releases with Development Managers, Testers and DBA’s. Responsible for all NT servers and test lab machines particularly with SuperWrap Portfolio. Managed code merges and resolved software conflicts using Rational Clearcase with Project developers.First line support for test environment issues. Deployed software to various test and production environments. Automated the deployment of software for builds and releases using Perl and batch scripting.Organise and conduct pre and post implementation meetings with key business stakeholders and various levels of management.

Predominantly worked on large projects within the Change Management Team. Worked on the PAS project (self administrated Super Fund – J2EE) and Integrator project (Portfolio Net Worth), maintaining version control using PVCS Dimensions and configuring test and production environments. Collaborate with project teams to identify all configuration items to be managed and controlled by established CM processes.Co-ordinate release schedule to prevent conflicts and minimize outage time. Maintained automation scripts for server builds and application configuration. Created and managed development, test and production environments on behalf of various projects.