Scott Jacobs Email & Phone Number

Auckland, Auckland, New Zealand

Change and Release Enablement• Leads the Change Advisory Board, ensuring adequate risk assessment and scheduling of technology changes and releases.• Facilitates the resolution of change scheduling conflicts.• Communicates dates for stability and change freeze periods.• Identifies appropriate stakeholders to participate in the risk assessment and approval processes.• Maintains a current view of policy to ensure alignment of processes by which to uphold policy, for example Information Security Policy or Data Privacy policy.• Performs process compliance checks, providing feedback to change requestors so that standards can be maintained.• Responsible for ongoing change process optimisation to keep pace with advances in working practices at Fidelity.Service Transition Management• Provides a clear framework and process for the integration of new services and production acceptance in alignment with the expectations and needs of ServiceDesk and the Platform Teams.• Ensures that relevant service transition and production acceptance stakeholders are identified early in delivery.• Facilitates service transition planning sessions to ensure that transition / production acceptance criteria are clearly stated.• Facilitates and administers the service transition process to declare new services live and to transition the support and ongoing life-cycle management of these services to BAU.• Oversees and reports on process compliance.Engagement and Collaboration• Highly engaged and promotes a culture of service excellence, high performance, integrity, collaboration and agility.• Builds strong working relationships across Fidelity.• Resilient in the face of challenging operational issues.• Ensures that teams and partners maintain and uphold Fidelity policy, standards and working practices at all times.• Takes action to import learnings bringing immediate improvement in instances of process failures.• Enhances the Fidelity culture and friendly working environment.

Auckland, Auckland, New Zealand

Responsibilities:• Drive the delivery of change to agreed service requirements with Quality record keeping• Manage the life cycle of a Change Request (End to End) in line with ITIL framework• Lead and chair all CAB, TAB, ECAB meetings, ITSM tool and process training for all internal and external key stakeholders• Publishing on time and accurate forward schedule of change in accordance with service level requirements• Build and maintain strong working and professional relationships with key internal and external stakeholders• Build new process interlinks and streamline existing processes with various clients and vendors• Accountable for the appropriate Implementation plans, Risk, Testing, Back out, BCP/DR and documentation considerations are planned for all changes• Responsible for the change process to enable change to move through environments quickly, successfully and with minimum risk of disruption• Governance and maintenance of all process related documentation within Spark Change Management, meeting the ITIL standards and guidelinesAwards:• Successfully managed all Auckland accounts• Awarded on multiple occasions for over achieving and helping/covering other areas of customer outcomes to meet client deadlines

Auckland, New Zealand

Setup and edit Active Directory Accounts and Distribution Lists • Setup and edit Mailboxes, Meeting Rooms and Shared Mailboxes in Exchange Management Console • Troubleshoot all Application based software for users • Provided support for Printers, faxes and Mobile Phones • Perform Restores on a daily basis using • Troubleshoot IDL/Switches using applications like BORG, Minerwa and Putty • Software installation of all Downer related software • Handle configuration, break/fix troubleshooting of all level 1 and 2 support • Perform VMware checks for a couple of clients on a daily basis - management of the Datacenter, services and Tools • WebMarshal, MailMarshal, creating SAP orders for onsite Engineers • Liaising with Level 2 and Level 3, internal Downer IT support, TDM’s and SDM to swiftly resolve faults and issues. • Involved in channeling all Priority 1 related issues, sending Communication Nationwide and liaising with site administrators to fix the issues

Troubleshooting VMware Hosted products for End Users • Troubleshooting all Applications compatible with Mac and Windows • Create and submit reports on a weekly basis showing a trend analysis of performance • Tested application software to identify issues from a Q&A’s perspective • Involved in Regression, Performance, Bug, Compatibility testing • Involved in Smoke testing for the Organizations Web interface • VMware certified associate on all hosted products - Desktop • Liaising with Internal developers, internal engineering and product Managers to swiftly resolve faults, bugs during beta stages • Monitoring the testing process and periodically tracking reports and progress • Excellent knowledge of Apple Hardware and Workstations • Attended live conferences and discussions with the Engineering and Development team (Internal) and get adequate information on Bugs and Problem Reports internally and with Apple • Managed and administered Mac OS X/Windows/Linux systems. • Installed and configured secured environments, virtualized server environment and clients.

Usage of the 7 Quality control tools with SIX SIGMA Approach. Handle the Quality of a team of 25 membersLook into the Client audit Quality that the team processes – finding the RCA of the errorsAnalyze the CAPA for all the errors that the team receives from the ClientDo floor supervision on a daily basis, look into the daily scenarios that crop upPlan, schedule and deliver training programs on the Quality, Product and Process, encourage the Quality check associates to maintain proper checks on the Internal QualityConduct the Weekly Quality Calibration calls between the associates and the clientsAttend Daily, Weekly and Monthly Client calls on Quality, Daily Production and other process related topicsCreate Quality reports and analysis on a weekly basis

Chennai, Tamil Nadu, India

Responsibilities include: • Handle calls from Policyholders directly from the UK who have policies with Aviva (Norwich Union) one of the biggest Insurance providers in the UK• Responsible for delivering of reports to the clients in the UK (Head Office) on daily, weekly and monthly basis• Handled 4 different processes at a given period of time when delegated by the clients• Interact with Onshore Clients frequently and maintain an excellent relationship with themAwards:• Awarded best employee of the month on multiple occasions • Recognized by the clients and customers for going over the line to help

Master Of Business Administration (M.B.A.), International Business

Activities and Societies: Fashion team Football team Bachelor of Commerce Master of Business Administration - International Business

Bachelor Of Commerce (B.Com.), International Business

Activities and Societies: Football 3 years of Bachelor in Commerce 2 years of Masters in Business Administration - International Business