Providing 24/7 ‘eyes on glass’ monitoring of various AP+ systems and applications.Providing comprehensive 24/7 operational and incident management support to a diverse group of customers and internal stakeholders.Ensuring timely response to alerts, calls and emails and adherence to service levels and performance metrics.Undertaking the day to day support activities and complete tasks within defined service levels.Performing triage activities including prioritising service requests, incidents and problems, and escalating to appropriate support groups.Following documented procedures for effective and efficient resolution of incidents and problems.Performing change analysis and support activities as part of change enablement processes.Participating in post incident reviews and root cause analysis activities as part of problem management.Developing and maintaining a knowledge management database including relevant processes and procedures.Identifying opportunities to improve observability of system health and performance through analysis of alerts trends.Driving continual improvement through improving task workflows, processes and working towards automation.

Manage and lead the Service Desk(Team of 20 across AUS, NZ and Mexico) to ensure first-class delivery of phone and email support to the ANZ client base, including Enterprise or key accounts; for Teletrac Navman products and servicesManage all technical support activities and systems, ensuring accurate and timely data entryEnsure company processes and procedures relating to both customer and technical support are followedDrive and support process definition, implementation, and improvements to ensure service delivery meets contractual and client expectationsProvide assistance with testing of client solutions in order to identify and raise any issues in the form of bugs and/or highlight features/products that do not meet specifications related to Enterprise clients or customized solutionsReview daily data relating to the ANZ Service Desk and take appropriate action to ensure expected results are achievedRemain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challengesManage resources (including people resources) to ensure coverage, availability and capacity meets the demands of the client baseResolve, manage and escalate technical issues or enquires were necessary to Global Operations or Development teams via ATS (Advanced Technical Support)

Managed a team of Service Desk Analysts in Australia and the United Kingdom to provide first line support of service requests in our Jira Service Desk and incidents impacting staff globally.Managed desktop engineers (a.k.a. Corporate EUC team) in our Australian corporate offices to provide IT support locally to staff.Created standardized processes in Confluence for the team to provide a consistent and accurate support experience for our customers.Vendor management of our IT Service Management (ITSM) tool Jira ensuring the system is up to date and the appropriate features are being utilized and enhanced. Provide daily hands-on Support of Jira and worked closely with Vendor.Followed change management processes and Incident Management to ensure the service availability of core business systems.

Use monitoring tools and systems to manage suppliers and agencies to monitor events and alerts for services across IT Infrastructure and Applications to ensure they are being pro-actively monitored and act when required to address issues with service delivery /availability.Manage / Triage incidents to ensure correct level of escalation and focus is applied for IT services suffering disruptions to minimise service impact and duration. Engaging suppliers, agencies and internal management to ensure minimal impact and escalate as required.Supervise and manage defined level of change management activity to ensure changes flow smoothly and to act when required to resolve issues or avoid unwarranted impacts to services.Support the creation, development and maintenance of Command Centre standards, documentation, processes and procedures ensuring consistency with Quality Standards. Follow a cycle of continual service improvement to identify gaps and deficiencies then act to improve them.Act as the first line owner for service availability and integrity for the Transport Cluster during designated shifts.Responsible for leading 24 x 7 IT shift environment, ensuring all shift related activities are performed and all related documentation and processes are completed as required.

Oversaw the day to day operations of the Service Desk(Team of 15) and performed queue management on all calls and emails . Lead the Service Desk Coordinators by example and provide first point of contact for all escalations and investigations.Worked as the first point of contact between technical teams (Service Delivery, Field Services, CMS, Internal IT) and Service Desk Coordinators for escalations and investigations.Assist in the development and training of Interactive Service Desk staff by analysing gaps in knowledge and process and making recommendations as appropriate and adhering to a continuous improvement cycle.Assisted Management and Interactive staff in management of conflict resolution, escalations and PIR creation.Assisted in the screening,interviewing and hiring of new Service Desk staff.Assisted in the reporting and analysis of Service Desk Coordinator performance and adherence to KPI’s.Support the service desk with any after hour escalations (24/7 on call)Undertake quality assurance procedures including monitoring phone based interactions with customers, and provide feedback and coaching to staffMonitored the adherence of customer service standards and ensure 100% compliance and optimal quality

Lead a Team of 8 staff members that provide coverage 24 X 7 for our It Systems and NOC Data Centre.Managed and provide effective reporting & measurement systems to monitor NOC (Network Operations Centre) and team performance against service levels. Managed Data Centre and all facilities Management of UPS,Fire Systems including scheduled maintenance and callouts.Coordinated and maintained team rosters and scheduling (including leave requests) to ensure adequate coverage to support the business. Coaching and developing of staff through regular appraisals and performance reviews.Acted as a point of both technical & customer support escalation for the IT Operations functional area.Reviewed and assess all scheduled CR records that may impact IT Operations with approval.

Responsible for the supervision, maintenance and effectiveness of the NOC (Network Operations Centre) with all Data Centre monitored & supported systems (IT & Environmental) managed, operational and functioning. Ensured David Jones Data Centre compliance with IT support and security standards. Responsible to oversee management of backups, ensuring that scheduled jobs complete successfully and comply with offsite media data retention and PCI policies.

Duties and responsibilities included:• All problems and outages were communicated and escalated to the relevant group.• Assisted Support groups to meet specific target objectives. • Ensured all backups are completed as per standard procedures as well as keeping all team documentation and processes up to date.• Ensured end of day batch was monitored and escalated in a timely manner

Provided second-level support for infrastructure and applications of our Business reporting needs and Data Warehouse.Exploited systems administration and generic process improvement opportunities.Coached users in problem resolution and coordinate user trainingEnsured priorities of jobs are properly determined.Initiated and managed recovery of data as required.Maintained technical knowledge for products supported by ISEnsured accurate logging of calls in terms of correct user, product and call description.Created users and modify users in the Business Objects environment

Ran all periodic processing as per agreed schedules and documentation, escalating failures/errors when required.Ensured backups are run successfully on Iseries, UNIX AIX and Windows systems.Tape loading and management of Iseries,UNIX AIX and Windows and offsite locations at IBMGSA and TMSMonitored and analyse system device and system status on AS400,s as well as answering messages on system consoles and alarms. Also monitor the network and other infrastructure status as required

Performed Unix AIX, Iseries and SAP operations tasks such as system monitoring , data restoration and media handling.Setup new AS400 and SAP user accounts.Run daily , weekly and monthly backups. Performed SAP archiving procedures

Performed Operations task: Run batch processing on Unix platform, including backup,monitor and restore client databases and files via Veritas Backup Exec on all Client services.

Ensured customer service requirements for computer systems availability were metAdhered to standards and procedures to ensure the efficient and secure operation of of the computer and data centre. Implementation , documentation of new procedures within operations.Involved with problem management and transfer between IT groups.