• Managed event processes in accordance with ITIL 4 best practices, ensuring seamless event detection, logging, and resolution.• Collaborated with cross-functional teams to continuously improve Service Resilience.• Assisted process development initiatives, creating and updating operational procedures to enhance efficiency and ensure alignment with industry standards.• Conducted verification and validation of service-related data, ensuring that incidents, events, and service performance metrics were recorded and processed correctly.• Assisted the Availability Management Practice Manager in monitoring system uptime and performance, contributing to the development and implementation of strategies to optimize service availability.• Produced and maintained clear, detailed documentation for incident and event management processes, ensuring accurate records and adherence to compliance standards.• Tax time contribution in Incident, Change, and Problem Management. • Coordinated P1 and P2 bridge calls during incidents, providing real-time communication, tracking, and follow-ups to ensure prompt resolution, particularly during critical tax periods.• Analyzed and assessed the severity of incoming incidents, prioritized based on impact, and ensured timely resolution or escalation to appropriate teams.• Collaborated with cross-functional teams to resolve incidents, applying troubleshooting methods, and escalating unresolved issues according to escalation protocols.• Conducted root cause analysis (RCA) for critical incidents, documenting findings and coordinating corrective actions to prevent future occurrences

• Generating Change Management requests and incident Management process requests.• Incident Coordination - Logging, Monitoring, and chasing if required.• 24/7 Support, Responsible for lifespan of incident, & Follow SLA's & SLO's (Service level agreement & Service level Objective)• Support change manager with approvals, extensions, minor change approvals, CAB &TCAB. (Change Advisory Board)• IIR- Internal Incident Reports & PIR - Post Incident Reports.• Creating and maintaining system and operational documentation, including creating and maintaining Knowledge-Based Articles for the Help Desk and Business Support.• Knowledge Management – ensuring knowledge articles are compiled and updated.• Responsible for the on-site management of contractors, sub-contractors, and vendors, ensuring that all work performed follows established practices, procedures & local legislation.• Attend and participate in regular Construction & Operational Meetings as required.• Work with DC managers and other business leaders to coordinate projects, manage capacity, and optimize plant safety, performance, reliability, sustainability, and efficiency.• Experience with the development of MOPs and SWMS for planned works.• Ensuring queries or issues are captured, validated, and triaged for further processing.

• Handling various issues from employers and customer, assisting in managing their Employer/superannuation accounts.• Logging all the issues and requests from customers and employers using Aaspire Data Warehouse Portal.• Responsible for incident management from initiation until an acceptable work around is in place or resolution achieved.• Troubleshoot software problems, diagnosing & solving, in DART (Disaster Assistance Response Tool) to improve effectiveness and efficiency of Saas (Software as a Service) delivery.• Engaging & coordinating with the technical/process team to resolve the issues via Microsoft Teams/Outlook.• Raising a ticket/complaint in Aaspire/CCP for the incident and fill templates for future data mapping.• Organise & attend Team or 1:1 meeting to brainstorm around the issue.• Join both internal conference calls with internal technical teams and when needed join a customer facing call to ensure that the customer is aware of the work that is ongoing and to help de-escalate tensions with the customer via inbound/outbound calls.• Assist and provide input for improving the overall issue management process.• Mentoring 1st line officers.• Delivering an outstanding member experience by providing excellent customer service and engaging with member’s needs via inbound and outbound calls.

• Managing a team of diversity that is 50-60 members strong. Ability to work in a dynamic, fast-paced, and large team environment.• Manage Crisis incidents by providing overall management and oversight of these incidents through to a timely resolution, and manage any outstanding actions• Arrange meetings and conferences via Slack and Microsoft Teams, including organising room and venue bookings, coordinating, and preparing high-quality meeting papers and materials, organising agendas, taking minutes, and following up actions• Proactive monitoring of client environments using specialized security on floors.• Administrate shift close-out and handover duties in accordance with incoming shift.• Coordinate and assist in managing the assets, building and operational processes of the COVID Program Branch and specialist teams.• Undertake research, investigation, review, and general analysis of issues required for the leadership team to provide regular reporting updates to internal and external stakeholders.• Keep accurate and complete records of work activities in accordance with legislative requirements and the department’s records, information security and privacy policies and requirements.• Liaising with internal and external stakeholders establishing communication between various departments and organizations such as Vic Police, HCA, Melbourne Pathology, and Hotel staff.• Achieved sound knowledge of infection prevention control (IPC).• Routinely develop and update incident response playbooks to ensure response activities align with best practices, minimize gaps in response and provide comprehensive mitigation of threats• Managing resident floor activities, inspections, surveillance, Incident reporting, written verbal communication, conflict resolution, and meeting management.• Providing staff induction, training & part of continuous service/process development. Working with QA, WHS and environmental management systems.

• Extrapolated relevant information on wires/gauges/connectors/pins/crimpers and crimper settings for harness manufacturing jobs.• Conducted research on supplier’s product information and updated job sheets and relevant.documentation into M-files and Confluence.• Updated technical documentation and standard operating procedure (SOP) according to new improved job requirements.• Created job sheets with respect to tools and operations in a step-by-step procedure.• Actively participated in product development, monitoring, supporting, and reviewing job sheets before going to the production house.Engagement in Lean manufacturing activities around the production processes and practices.

• Worked within strict time constraints to achieve internal KPI’s• Conducted Quality control checks.• Generated weekly rosters & co-ordinated with staff and catering Assistants.• Managed food production the quantities prepared. • Took complete responsibility for ordering and controlling stocks.