Oswald Mendonca Email & Phone Number

Melbourne, Australia

• I facilitate all related activities, coordinating and implementing the remediation plan to restore the impacted services. I keep the internal stakeholders and the Executive team updated about the issue, impact, and.
• Facilitate technical bridges for major incidents to restore using my professional judgment to plan, coordinate, and lead virtual teams of internal and external technical staff.
• Assigning and checking the tasks and actions of technical staff working on technical restoration activities and making decisions and recommendations related to solving problems concerning the functions performed to.
• Communicate to internal stakeholders and executives on the issues, impacts, and remediation progress of all major incidents to recovery.
• Providing real-time status updates to Retail Service Providers (RSPs), about incident remediation, including customer impact and the progress of restoration activities.
• Conducting post-major incident reviews to assign actions and tasks to support teams in performing root cause investigations and documenting follow-up action plans with key stakeholders and technical staff.

Melbourne, Australia

• In this role, I participated in various Major Incident-related activities, from coordinating and recovering complex service-impacting incidents to performing essential process governance duties. My key responsibilities.
• Managed major incidents, ensuring they were logged, processed, updated, authorized, expedited, and resolved within the Service Level Agreement (SLA) scope.
• Planned, coordinated, and controlled the restoration of complex and high-impact system problems that occurred within the production environment of client systems
• Lead latent and emergency change discussions with business stakeholders and support teams to review the risk and urgency of implementing recommended resolutions in the production environment and avoid disruptions to.
• Identified and escalated any improvement in incident management compliance and processes
• Developed strong working relationships with support teams and management.

Melbourne, Australia

• In this role, I oversaw the global delivery of Internet Gateway services to BHP Billiton. I established maintenance policies structured to ensure high service performance & availability. I resolved client queries and.
• Managed all aspects of Internet Gateway services delivered to BHP Billiton by analyzing, measuring and improving the availability of the service
• Took ownership & proactively managed issues relating to the availability of services, ensuring these were effectively tracked, communicated & addressed to resolution
• Determined potential issues posing a risk to accountable service availability & addressed them with appropriate planned resolution actions to mitigate the risk
• Chaired regular service review meetings with support teams & service providers
• Conducted trend analysis to identify, manage and fix issues with the availability of services to ensure there is no risk of loss of service due to inadequate capacity & maintenance of infrastructure

Melbourne, Australia

• I oversaw the operational integrity of the technologies and services provided by monitoring the performance and compliance of processes by the Incident Management, Problem Management, and Change Management teams so.
• Worked with the stakeholders to address their requirements & expectations from Service providers during the resolution management of major incidents
• Managed a team of major incident managers located offshore to oversee the resolution of all major incident activities that were performed & met SLA targets.
• Managed customer & supplier escalations relating to all areas of service management
• Coordinated multi-supplier support teams to deliver resolutions to fix issues and restore services.
• Coordinated the activities of the Integrated Management Layer function for Incident, Request Fulfillment & Change management.

Melbourne, Australia

• I managed all problem tickets using the established problem management process. I worked with the Service Providers (external and internal) to deliver efficient and effective Problem Management.
• Chaired Post-Incident Review (PIR) meetings for root cause analysis and preventative management as required, ensuring that all necessary parties were informed and involved.
• Ensured the appropriate focus and prioritization of the problem tickets was consistently maintained.
• Monitored and managed all problem management performance against agreed SLAs and time frames.
• Worked with Service Providers (external and internal) to deliver efficient, timely, and effective resolutions for closing problem tickets.
• Managed Service Providers to deliver the actions & tasks generated under a problem ticket to the agreed time frames, focusing on Root Cause Analysis and Permanent Corrective Actions.

Melbourne, Australia

• I was a vital member of the Service Management team within Service Support, providing leadership and direction to groups involved with restoring major incidents. I led activities related to restoring service following.
• Managed a team of 6+ incident managers on any given shift.
• Prioritized the management of major incidents based on the business impact and urgency.
• Assigned management of major incidents among the incident managers on duty based on their availability and strengths.
• Provided summary reports for critical and Front of House (FOH) impacting incidents.
• Facilitated an effective and efficient end-to-end Incident Management process to ensure timely service restoration and resolution of major incidents.

Melbourne, Australia

• I led and managed the three-person On-Boarding Application Helpdesk team to ensure that the service requests/incidents submitted through the OBA helpdesk were accurately processed and resolved on time.
• Delivered high-quality OBA helpdesk support services.
• Managed a team of 3 OBA analysts to complete the task allocated to them via service request tickets.
• Resolved complex incidents and completed change request tasks through investigation and liaison with other workgroups - Infrastructure, Web applications and Network team.
• Provided professional support services and advice to users of the On-Boarding Application, including identifying problems and issues and developing viable solutions to address those problems.
• Provided regular training sessions for On-Boarding Application users.

United Arab Emirates

• As a team player, I managed day-to-day IT Operations by coordinating several technical and support teams, including two service desks, to deliver quality IT services in the Middle East (Saudi, Kuwait, Oman, UAE, Qatar.
• Reduced the number of outages of IT services to Businesses during work hours by 10% year on year
• Major contributor in assisting in reducing the cost to deliver IT services by 5% below plan year-on-year.
• Consistently increased customer satisfaction with IT services by 20% for 2006 and 2007 by implementing a customer feedback system and addressing the identified issues promptly and effectively.
• Creatively increased usage of knowledge-base solutions by 28%
• Managed projects to deliver the scope of multiple IT projects (Network, PC refresh, VOIP, New offices, Acquisitions and mergers)

Oman

• Responsible for an IT service team of three for staff scheduling, performance management, training, and development to deliver the IT services and support required by the business units in Oman. Manages and plans IT.
• Deployed Common Office Environment to 195 PC’s
• Delivered end-user training to 150 users on the Common Office Environment (COE) concept and applications.
• IT Budgets on target 85% of the time >$750,000People Management
• Recruited three IT personnel
• Mentored and managed the performance of IT staff to develop and promote to the position of an IT service analyst role and another to an IT service coordinator.

Sultanate Of Oman

• Responsible for the administration and support of IT systems (OS-Windows NT, Windows 2000) and IT infrastructure (LAN and WAN), covering all areas of IT operations from end-user and Desktop level one / two support to.
• Installed Servers in the Moscow, Bangladesh, Qatar and Oman offices.
• Pioneer provides network connectivity to remote sites using VSAT technology (Huges Networks).

Sultanate Of Oman

• RGOTC has provided quality technical engineering programmes for local boys, internationally accredited BTEC/EDEXCEL programmes in engineering, and several IGCSE courses. Delivering desktop support regarding hardware.
• Delivered structured induction training courses for all new PC starters
• Installation of major software upgrades (50 PC’s – Windows 3.1 to Windows 98)

Diploma, Computer Science

Learned about Electronics and Computers

Higher, Education

Secondary education

Secondary Education

Secondary education