Ben Thomas Email & Phone Number

Focussed on Major Incident and Problem Management.

• Managed Priority 1 and 2 incidents across multiple brands from three business groups• Worked closely with support teams from IAG Labs (core IT) and the business, as well as customer representatives from all over the country.• Led investigations of lower priority incidents (P3) to resolve issues before they escalated to P1 or 2, resulting in significant savings to the business.• Led long running problems uncovering and resolving long standing issues in the environment• Conducted pro-active investigations into issues detected by monitoring• Conducted Post Incident Reviews, documented corrective actions and managed the resulting Problem record to completion.

• Senior Incident Manager, acting in a leadership role within the team, acting as a point of escalation for Service Desk, Operations and Account Management teams and a mentor for new starters.• Owned, coordinated and facilitated resolution of Critical and High priority incidents for 10 Victorian Government departments.• Lead War Room meetings where required to resolve incidents.• Developed basic reporting for Incidents.

• Lead virtual teams investigating Problems identified by operational teams.• Introduced basic trend analysis working with Incident Management to identify recurring incidents, prioritising using Pareto Analysis principles.• Introduced Root Cause analysis based on principles from Kepner Tregoe and 5 Whys methods.• Conducted Major Problem reviews, wrote and distributed reports.• Conducted process education with operational teams.• Owned and managed Corrective Actions emanating from Incident Management Post Incident Reviews.

• Owned the Change Management process.• Conducted day to day operational Change Management activities.• Convened & Chaired Change Advisory Board .• Reviewed the identified Configuration items to be controlled and worked with Configuration Management to ensure they were correctly recorded. • Conducted Post Implementation Reviews of Changes. • Lead the merger of Change processes when Cenitex was created.

Melbourne, Australia

Itil Operational Support & Analysis Capability

Problem Solving And Decision Making Workshop

Itil V3 Expert

Prince2 Foundation

Itil V2 Manger Certification

Itil Release And Control Practicioner

Itil V4 Foundation