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