Responsible for overseeing the relationships with a client portfolio, ensuring efficient and effective delivery of software and services, through Service Operations Management, Service Level Agreement (SLA) Compliance, Incident Management, Risk Management, Budgeting and Resource Allocation and Continuous Improvement. Maintaining and enhancing client relationships, upholding service quality, and achieving profitability margins. Project management of small to medium projects and client enhancements. As the primary point for software and consulting support manage outcomes that align with the mutual interests of the client, communicating between internal technical teams and the clients, enabling optimum use of the software and services and prompt resolution of any service-related incidents. ▻ Developed and implemented an efficient operations management process, resulting in significant improvements which resulted reduced turnaround time improvement in efficiency:→ Escalation Matrix: To streamline the resolution of issues and timely intervention.→ Proactive Communication: Enhance transparency and keep stakeholders informed about the status of issues.→ Resource Optimization: Having the right resources for effective issue triage, enabling accurate differentiation between defects/issues and out-of-scope issues.▻ Reduced incident resolution times through the implementation of trend analysis and strategies to group similar issues, create Standard Operating Procedures (SOPs). Grouping issues to find a more effective permanent fix to minimise efforts delivering solutions.▻ Conducted monthly feedback sessions with customers from key accounts to gather their pain points, areas of improvements, leading to enhancement proposals and revenue for Bravura. ▻ Conducted regular meetings with all internal teams (kaizen process) to identify and implement process improvements thereby further improving team efficiency and reducing the cost.

Responsible for the progressive upgrade and improvement of the service management and operations of the agency’s IT environment, business data and applications, through Application Management, Service Improvement, and Application Lifecycle Management. Enabling RMS to become future-ready with efficient “run” operations and accelerated “change” initiatives effectively, leading to efficient, smart, and adaptive application management services transformation at scale, resulting in reduced operational costs, faster value realization, and an elevated customer experience. Direct Reports: 10▻ Led the deployment, maintenance, and support of various applications. Ensuring that application services are delivered efficiently and meeting service level agreements (SLAs).▻ Led a team of 10 x Application Support professionals, providing guidance, coaching, and performance evaluations.▻ Monitored application performance and analysed data to identify potential issues or areas for improvement. Identified opportunities to enhance application services, implementing best practices, and driving continuous improvement initiatives.▻ Participated in budget planning and allocating resources efficiently to support application services. Led the planning and execution of application updates, upgrades, and migrations.▻ Maintained effective communication with stakeholders, including business users, IT teams, and management, to understand their needs and expectations.▻ Identified skill gaps within the team and provided training opportunities to enhance technical expertise.

Responsible for overseeing service operations and delivery management to meet agreed SLAs and KPIs. Ensuring stakeholder engagement to address issues and provide updates, participation in monthly governance meetings to review application and team performance, and handling escalations to support the service operations team in performing BAU activities. Contract review and renewal, working closely with the service owner, project team, and other internal teams to achieve desired outcomes. Leading both onsite and offshore teams to ensure optimal output and collaborating with key stakeholders to implement new ideas and optimize team and project deliverables. Client: Commonwealth Bank of Australia (CBA)▻ Reduced manual processes by empowering the team to create automated scripts, thereby reducing manual errors, improved turnaround times and reduce cost.▻ Maintained SLA adherence rates, exceeding service targets.▻ Led operations of service delivery to meet client needs and service level agreements. Developing and maintaining strong relationships with clients, understanding their requirements, and addressing their concerns proactively. Ensuring that service targets and SLAs are met or exceeded consistently.▻ Identified opportunities to streamline service delivery processes, enhance efficiency, and reduce operational costs.▻ Analysed key performance indicators (KPIs) to track service performance and preparing regular reports for management and clients.▻ Resolved escalated incidents and problems, coordinating with relevant teams for timely resolutions.▻ Implemented quality control measures to ensure services meet established standards and compliance requirements.▻ Developed and maintained plans to ensure uninterrupted service delivery during unforeseen events.▻ Maintained effective communication with stakeholders, including clients, internal teams, and management, to align service delivery with business objectives.

Responsible for Support Management, Incident and Problem Management, Service Level Agreement (SLA) Compliance, Delivery Planning, Quality Assurance, Performance Monitoring and Reporting, Continuous Improvement and Escalation Resolution. Client: Commonwealth Bank of Australia (CBA)▻ Led the support team responsible for addressing customer inquiries, troubleshooting issues, and providing timely resolutions. Ensuring efficient resolution of customer-reported incidents and problems, minimizing impact and downtime.▻ Monitored and ensured that support services meet SLAs, delivering on agreed response and resolution times.▻ Collaborated with project managers and stakeholders to plan and coordinate the successful delivery of projects.▻ Implemented quality control measures to ensure that both support services and project deliveries meet established standards and customer expectations.▻ Analysed metrics and project progress, providing regular reports to management and stakeholders.▻ Identified opportunities for process improvement in support services and project delivery and implementing best practices to enhance efficiency and customer satisfaction.▻ Resolved escalated support issues and project concerns, working cross-functionally to resolve issues in a timely manner.

Responsible for liaising with Business Users, Product Owners and Stakeholders during discovery and inception phases to understand business processes and gather requirements and translate them to requirements artefacts. Project Planning and Management, Risk Assessment, Quality Assurance, Process Improvement, Integration and Data Management, User Acceptance Testing (UAT), Technical Documentation and Change management. Facilitating workshops with business stakeholders to understand the functional process, objectives, and solution to expedite application development and testing. Work across multiple business streams and ensure reporting, project plans, business cases are efficiently communicated.▻ Collaborated with stakeholders to understand business objectives, gathering, and analyzing detailed requirements for software projects or systems.▻ Assisted in project planning, estimating timelines, and managing project scope, ensuring deliverables are met within set deadlines and budget constraints.▻ Provided technical guidance and mentorship to business analysts and development teams, fostering collaboration and efficient project execution.▻ Ensured the quality of technical deliverables, reviewing design documents, test plans, and user acceptance criteria to meet business and technical requirements.▻ Identified opportunities for process optimization, proposing improvements, and implementing changes to enhance efficiency and productivity.▻ Collaborated with data analysts and technical teams to ensure seamless integration of systems and effective data management practices.▻ Assisted business users in conducting UAT and addressing any technical issues that arise during the testing phase.▻ Created and maintained technical documentation, including system architecture, technical requirements, and design specifications.▻ Supported the implementation of technical changes, ensuring smooth transitions and minimal disruption to business operations.

Responsible for liaising with Business Users, Product Owners and Stakeholders during discovery and inception phases to understand business processes and gather requirements and translate them to requirements artefacts. Project Planning and Management, Risk Assessment, Quality Assurance, Process Improvement, Integration and Data Management, User Acceptance Testing (UAT), Technical Documentation and Change management. Facilitating workshops with business stakeholders to understand the functional process, objectives, and solution to expedite application development and testing. Work across multiple business streams and ensure reporting, project plans, business cases are efficiently communicated.▻ Collaborated with stakeholders to understand business objectives, gathering, and analyzing detailed requirements for software projects or systems.▻ Assisted in project planning, estimating timelines, and managing project scope, ensuring deliverables are met within set deadlines and budget constraints.▻ Provided technical guidance and mentorship to business analysts and development teams, fostering collaboration and efficient project execution.▻ Ensured the quality of technical deliverables, reviewing design documents, test plans, and user acceptance criteria to meet business and technical requirements.▻ Identified opportunities for process optimization, proposing improvements, and implementing changes to enhance efficiency and productivity.▻ Collaborated with data analysts and technical teams to ensure seamless integration of systems and effective data management practices.▻ Assisted business users in conducting UAT and addressing any technical issues that arise during the testing phase.▻ Created and maintained technical documentation, including system architecture, technical requirements, and design specifications.▻ Supported the implementation of technical changes, ensuring smooth transitions and minimal disruption to business operations.

Responsible for development of Mainframe modules, ensuring they are high-quality, efficient, and meet all requirements. Gathering and analysing requirements, engaging stakeholders, developing, and prioritising features, and designing and implementing code using best practices and design patterns. Including reviewing and testing team members' code, providing feedback and guidance, debugging, and troubleshooting code, and working with other teams to integrate modules into larger applications. Deploying and maintaining modules in production environments, mentoring junior developers, and participating in technical discussions to contribute to the overall architecture of the application.