Lead and manage the team responsible for delivering critical production systems, including Core banking, Digital, origination, CRM, ERP, Finance, Workplace, and Security Operations. Successfully collaborated with diverse operational teams to provide comprehensive services to our customers and bankers, ensuring optimal system availability and performance.

Managing multiple teams that support our external and internal customers across Core banking, Digital, Account Origination, Finance, Salesforce and integration services.Accountable to manage and support upgrades to SaaS services, BAU enhancement, prioritising backlogs to ensure feature enhancements and defects are delivered.Accountable for BAU delivery, support, provider management, strategic planning, audits, compliance and risk management across the core technology services.

Managing Core Technology services that provide us the ability to service our customers, meeting their business needs and outcomes.

Build on our existing customer value through collaboration and drive to support their corporate roadmap. Enable the acceleration of cloud, strategic planning and supportabilityAlign our customers with the broader account team to identify and realise solutions to achieve growthVastly improve customer experience with Microsoft technologiesCustomer satisfaction through positive experience is key. Innovation allows us to create roadmaps for success.Collaborate with our clients to ensure we deliver innovative Customer Success plans to deliver results

Managing the delivery and operations of a team of 90, ensuring new features, defect resolution, code quality are achieved.Delivering to the one NAB planManaging a multi million dollar annual budgetContinuous improvement (Simplification, Resilience, Customer satisfaction, Time to deliver)Managing and recruiting via SOW’sVendor and software provider stakeholder managementFinancial running of the technology business departmentDriving and managing platform roadmaps and direction within the leadership teamImproving the customer experience of the platform

IT Operations & Analytics Manager; working to improve the automation of the IT environment and improve the customer experience.Delivering Mainframe monitoring solutions to forward data to Splunk indexes, this allows insights into the mainframe performance, capacity and log files. Working with a a small team to POC 2 application monitoring solutions to deploy for NAB's enterprise monitoring capabilities.

Manage a team of 5 direct reports and approx. 25 service provider support leads with their team membersActing head of Service Operations reporting to the General Manger when the Head Of is on leave, this covers a team of approx. 65 members including Major Incident Management, Operations teams and Service Delivery Ensure services that my team manages, primarily UBank & the new Personal Bank Origination Platform meet all service levels, performance, improvements and compliance changes successEnsure seamless communication and escalation procedures are maintained between the Service Desk and IT staffManage and drive improvements with the managed service partners, namely Accenture, Oracle, IBM and Infosys, including both onshore and offshore resourcesAmend/Assist define service management operational processes to ensure quality, consistency and adherence to policies and proceduresMotivate and lead the team to achieve agreed goals (KPI’s) within a timely mannerAnalyse performance against contracted SLAs with service providersBuild strong relationships whilst having a sound understanding of the business needsParticipate in Incident, Problem and Change management processesAct as an escalation point to address internal and external customer escalations Ensure that systems, processes and methodologies are followed to ensure effective monitoring, control and support of service deliveryDeliver a high level of Customer Service through a positive customer focused attitudeEnsuring operations teams are aware of changes and are preparedTake ownership for and manage the response to all IT incidents ensuring timely and concise updates are provided to key stakeholders.

Personal Bank Origination PlatformAccountable for the end to end delivery of NextGen banking services to ensure maximum availability. Ensure seamless communication and escalation procedures are maintained between the Service Desk and IT staffManage and drive improvements with the managed service partner, including both onshore and offshore resourcesEnsure required technical and related process documentation is defined and approvedCollate and analyse incident and service request dataAmend/Assist define service management operational processes to ensure quality, consistency and adherence to policies and proceduresAnalyse performance against contracted SLAs Identify gaps and formulate corrective action plans Build strong relationships whilst having a sound understanding of the business needsParticipate in Incident, Problem and Change management processesProvide client reporting on Capacity, Availability and Continuity ManagementDeliver a high level of Customer Service through a positive customer focused attitudeTake ownership for and manage the response to all IT incidents ensuring timely and concise updates are provided to key stakeholders.

Business Banking Channels & NextGen Banking PlatformThis role covers the end to end supportability of critical business web based applications, host to host transfer systems and end to end delivery of the service. Provide input in to solutions, high level architecture and detailed design to meet the business needsLiaise with internal and external clients in respect to information on the development of information technology plans and supporting information technology arrangementsMaintain an environment in which high quality services are delivered through fostering adherence to the quality system documentation, continually seeking improvements in the way in which work is undertaken and leading by examplePrepare documentationUndertake analysis for preparing comprehensive proposals for management outlining the technical viability of proposals for system development, identifying potential problems and proposing alternative effective solutions to matters raisedAssist the support team with diagnosing problems and aiding in their development and problem analysis skills. Manage critical incidents, ensuring operational updates are made and user communication is sent in a timely mannerTechnical Recovery Manager for Major incidentsConduct test case reviewsIdentify and lead service improvement and efficiency initiativesManage high priority incidents, conduct lessons learned and implement remediation plans

Support Lead for Business Banking Channels. Manage high severity incidents with customer impact with focus of recovering services as soon as possibleDrive root cause analysis to prevent re-occurrence of problem incidentsMaintain technical and functional knowledge on applications systems supportedManage activities to ensure availability of application Manage certificate and encryption key renewalsTechnical review of application codes and suggests quality improvementsLead and prioritise the Application Support team’s work loadInteract with internal teams and external 3rd party vendors to trouble shoot and resolve complex problemsMaintain application monitoring, performance tuning and testingAct as a technical resource for internal and external projectsProvide timely and export advice on emerging trends and issues affecting Service Delivery and SupportProvide input to administering and maintaining all production and internal environmentsContribute to the planning of application/infrastructure releases and configuration changesEnsure incidents and problems are up-to-date Guarantee all technical and non-technical documentation is up-to-date

Technical Support Analyst for Business Banking Channels.Monitor and maintain computer systems and networkSupport staff through a series of actions, via face to face and telephone to help set up systems or resolve issuesTroubleshoot system and network problems and diagnose and solve hardware/software faultsProvide support, including procedural documentation and relevant reportsSupport the roll-out of new applicationsSetup new users' accounts and profiles and solve password issuesRespond to call within an agreed timeframePrioritise and manage multiple open cases at one timeTest and evaluate new technologyGather information and determine the issue by evaluating and analyzing the symptoms for queriesIdentify and escalate priority issues Follow up and make scheduled call backs to customers where necessary.

Support staff in their day to day job functions with network, software and hardware issues. These include MS Office, Open Office, printers & scanners, AS400 client, GroupWise email, Sage financials and windows file sharing.Administrative task which include mail and web reports from Marshal Software & Managing Sophos AntivirusCreate and amend user accounts for network and email access.Basic administration of PABX system.Network upgrades, DNS, DHCP.Assist in training and rollout of new systems. (eg Sage & ShelterMate)Daily Tape Backups and Restore on Linux.Check Linux system logs for errors with Mail, Samba, Rsync backups & VM Ware Virtual Servers.Ensure Cron jobs are executing correctly for nightly updates and sync’s for finance packages.Server and workstation imaging using Acronis True Image.Configure and Administer NT Domain using PC Netlink on Solaris 9.Moderate UNIX and Linux experience. Currently using SLES 8 & 9, NLD 9 & SLED 10 workstations.Build desktop PC’s and deploying with Sysprep