Graeme Caverswall Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

Enterprise Application Management Solutions (EAMS) enables core business process including Asset Management, Finance, Procurement and Works Management to deliver services at the desired value for our customers from the EAMS solution.​EAMS is a highly integrated solution with support for application components provided by multiple vendors and data centres. More than 20 applications and 65 interfaces supporting data flows between applications (majority flowing from or into Ellipse)​Dependent on many infrastructure components (e.g. firewalls, integration middleware, network, & mobile device management)​

Brisbane, Australia

The Applications Support Team is part of the Enterprise Operations Team in Flight Centre Technology and is responsible for providing support to the Air, Leisure, Land and Finance application stacks. These are a mission critical systems including GDS and airline ticketing platform with annual revenue in excess of $A11.2 billion.Responsibilities• Manage a team of Application Specialists responsible for providing 2nd level support for Air, Leisure, Land and Finance application stacks (50 plus applications).• Conduct regular 1:1 catch-ups. Developed training plans for staff’s brightness of future.• Recruit new staff members. Involved from writing recruitment request, shortlisting and interviewing candidates to final offer.• Prioritise and escalate issues through to internal and external Level 3 support teams to ensure timely resolution of issues.• Represent all systems supported by Apps Support on electronic Change Advisory Board.• Provide functional testing and release management for various application releases and patching.• Manage weekly issues meetings held with Air and Leisure business stakeholders.• Manage critical incidents through to resolution and post incident review and problem management / process improvement.• Developed change management process for team to follow relating to new stores opening, store closures and store server virtualisations.• Review and approve all business communications relating to system maintenance activities.• Product ownership of the Atlassian suite at Flight Centre. Responsible for aligning budget, licencing and upgrades to business requirements.

Brisbane, Australia

The Release Team sits within the IT Systems and Integration business unit and is responsible for planning, scheduling, coordinating and reporting on deployment activities in the pre-production and production environments for multiple projects and releases.• Coordinated the provisioning of pre-production environments for projects and releases. • Developed deployment plans describing the activities, schedule, checklists, approvals and contingency or back-out procedures required for the deployment or Major and Medium releases.• Led the planning, scheduling, coordination and execution of pre-production and production deployment activities (including practice activities) for multiple projects (6 +) in medium releases.• Presented medium releases at Change Advisory Board (CAB)• Managed multiple stakeholder expectations to ensure releases met go-live dates.• Chaired Release Health meetings (daily stand ups) and managed the entry and exit of projects into the various release phases whilst ensuring projects adhered to the release gating criteria.• Provided weekly reporting on inflight release status.• Documented and updated all environment configuration data.• Chaired post Implementation Review meetings. Documented and followed up on actions/outcomes.• Developed Vendor Release process and also presented vendor releases at Change Advisory Board (CAB)• Coached and mentored new staff in environment planning and coordination for Medium releases.

The Centralised Reservations Control (CRC) team at Virgin Australia sits within IT and is responsible for the management of the SabreSonic Passenger Service System (PSS). The PSS is comprised of mission critical applications ranging from booking engines to departure control systems . As a CRC team leader my role involved the following:• Manage a team of ten System Analysts responsible for configuring and supporting the VA Sabre partition and provide 2nd level support for all business streams. • Perform annual staff member performance reviews and conduct regular one on one catch ups.• Recruit new staff members.• Prioritise and escalate issues through to Sabre Account management to ensure timely resolution of issues.• Represent the CRC on the weekly IT Change Control Board.• Provide consulting expertise for all areas of the business regarding SabreSonic.• Manage weekly issues meetings held with key business stakeholders.• Manage critical incidents through to resolution and post incident review and problem management / process improvement.• Access control point of contact for external auditors• Developed change management process for team to follow. Review and approve all business communications relating to system maintenance activities.• Rostered as part of IT DERP (Department Emergency Response Plan) co-ordination centre, which responds to all company threats.

The Unify program was the largest project undertaken by Virgin Australia it involved migrating two airlines operating on different Passenger Service Systems (PSS) to the SabreSonic PSS. My role in this program involved:• Managed a team of 9 System Analysts responsible for configuring the VA Sabre partition and provide 2nd level support for all Unify Business streams.• Performed annual staff member performance reviews and conducted regular one on one catch ups.• Recruited new staff members.• Ensured all analysts met project deliverables.• Developed framework for user access control.• Developed and initiated the configuration change management process.• Direct involvement in establishment of SabreSonic support team the CRC (Centralised Reservations Control) – scoping CRC tasks, resourcing and rostering, engagement of analysts moving to CRC

The IT Departure Systems Team at Virgin Australia was part of the the IT Airline Systems Team and was responsible for providing 2nd level support for mission critical applications and systems used by Ground Operations and Network Operations. As the team leader my role required:• Managed a team of 5 System Analysts responsible for providing 24/7 support of various Tier 1 airline applications including NewSkies and Amadeus DCS, Kiosks, Web check-in, Mobile and Velocity systems.• Managed various critical incidents involving Tier 1 applications.• Provided the central IS point of contact for Ground Operations.• Assisted managing a number of NewSkies releases both major and minor.• Provided subject matter expertise for projects.• Recruited and mentored new Systems Analysts.

• One of two Systems Analysts on the NextGen project responsible for configuring all NewSkies environments as part of the cut over from OpenSkies• Managed the NewSkies certification for both the SITA and ARINC common use environments.• Configured data streams for native boarding pass and bag tag printing.• Liaised with all project streams regarding configuration requirements.• Provided training and hand over documentation to the Airline Systems Team.• Provided continued support after NewSkies go-live.

• Systems Analyst within the IT Airline Systems Team supporting Payments, Kiosks, Web Check-in and APPS.• Tested and assisted with deployment of major and minor OpenSkies releases.• Regularly participated in key stakeholder meetings.• Provided monthly system availability reports to senior management.• Maintained system documentation and mentored new staff.

• Provided second level support for credit card payment processing systems.• Documented support processes.• Tested and managed migration of payment infrastructure to new hardware.• Developed and built on a strong relationship with external vendor.• Managed the introduction of new currencies.• Provided on-call support training to Airline Systems team.

• Provided the first point of contact for customers experiencing critical incidents.• Managed internal and external communications for these events.• Performed technical tasks such as running daily backups.• Wrote new and maintained existing technical procedures.• Raised customer support cases for issues received.• Prepared post incident reports.• Mentored new staff