Luke Williams Email & Phone Number

Australia

Australia

Australia

Melbourne, Australia

• SME for the transition of Service Management functions from AXA to AMP as well as AXA-Tech to CSC• SME for the transition of the AXA-Tech Service Desk to CSC• Escalation point for post ‘Go-Live’ support for the Service Desk transition• Merge and test the Service Management processes with all affected parties• Enhance the Incident & Problem Management functions within AMP• Business Implementation Manager for the transition of AXA & iPAC to Outlook• Co-ordinate and Implement the training for Outlook• Escalation point for Incident Management for all AMP relocation projects.• SME for the transition of ABS India to the new AMP Citrix Platform • Implementation Analyst for AMP CRM deployment• Test manager for the transition of WIPRO India to the new AMP Citrix Platform

Burnley

• Owning the resolution of active critical problems.• Facilitating communications between all support groups to expedite the resolution of faults.• Running conference calls • Monitoring the Problem Management email inbox• Reviewing all urgent faults as they are raised to ensure proper attention and resolution paths are being followed.• Ensuring the root cause analysis process is followed for critical problems.• Owning and facilitating the root cause analysis process for critical high priority problems.• Collate and present various reports (ITSS Weekly report, Business Priority report, Balanced Scorecard report, Operational Risk report and the PM update report for the Operations Forum).• Improve the reporting mechanisms and processes of Problem Management• Improve the Problem Management and Service Desk processes.• Review handover documentation from projects.• Provide flexible capacity for the On Duty problem managers.• Provide mentoring and coaching for the Problem Managers and Service Desk operators

The assignment is to provide proactive services for ICT to deliver exceptional support to business users. It is to focus on the business as the customer of ICT services.The role provides key support to the Assistant General Manager

Drive exceptional technology service delivery and performance in conjunction with Technology Operations and Solutions teams to exceed agreed Service Level Agreements (SLAs)

Ensure that key problem, incident management and related processes based on the ITIL methodology are communicated, implemented and understood by all stakeholders

Lead team of support and configuration management staff undertaking approval, release and support of the software systems associated with the TABCORP Gaming BusinessEstablishment and maintenance of strong relationships with the members of the development and operational teams, other relevant areas of TABCORP, and customers Lead the development of a performance-based culture and work climate by developing and implementing appropriate leadership directives