Candidate's Resume



Implemented & own the stable & repeatable NAB Technology Major Incident Management Process                                                                                                                           

Delivered the Major Incident Review for the 24 November 2010 Payments incident to GBS LT & APRA Committee                                                                                                                           

Completed Grad Dip & implemented BPF Operations Management framework through ISD Service Operations          

Career History

Jan 1970 - Present

Company name:NAB
Location:Melbourne, Australia
Industry:Banking & Financial Services
Company size:More than 10000 employees
Company web site:
Job Title:Major Incident Manager
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Manager & Supervisor
Summary:The Major Incident Manager role manages and tracks, from escalation to Service restoration, the more significant IT incidents across the Group, and ensures the process for Incident Management is professionally managed.
Detailed Description:• The role is the focal point for Technology & Business Management Communication during the life of a Major Incident or Situation Management Incident by :
o Facilitation of Technology & Business Management Briefings throughout the lifecycle of the Incident.
o Assignment & management of Incident Management Roles in the Service Engagement, Service Fulfilment & Business Engagement layers.
o Communication to Technology, Business & Vendor at a Senior Management level
• Primary objective is to minimise impact, ensure awareness and focus of Technology & Business stakeholders is maintained and ensure service protection measures are in place to prevent or limit recurrence of Incidents.
• The role provides 24 X 7 on-call Support for Major Incident Management & significant Disaster Recovery escalations. The role also has responsibility for Major Incident Management during periodic Disaster Recovery Service restoration testing, and providing input/recommendations to improve capability.
• Ensure quality of information in High Severity Incident records is accurate to support other Service Management processes.
• Champion projects identified to drive Service Operations objectives forward and also support our business partners.
• Own, maintain, educate & continuously improve the Incident Management processes, policies, work instructions & reference materials (including communication tools)
Remuneration:AUD 150,000.00 Annually

Education & Training

Feb 2010 - Oct 2010

Institution:Swinburne University
Institution Type:University
Location:Melbourne, Australia
Course Name:Graduate Diploma of Management


Business Skills

  • ITIL (Intermediate - 6-12 months experience)

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