Senior IT operations and incident management leader with more than 10 years of experience improving service resilience, operational stability, and continuous improvement across large, complex environments. Expertise spans major incident and crisis leadership, cybersecurity incident coordination, problem and change management, service operations, SLA governance, and executive stakeholder engagement. Recognised for leading cross-functional teams through high-impact technology and security incidents, accelerating service restoration, reducing recurring issues, and strengthening governance across IT and financial services environments.

Major Incident Manager at State Street (2021-05 – Present)

Lead end-to-end response for high-impact outages, failed changes, cyber events, payment disruptions, integration issues, and third-party incidents across global financial services technology environments. Chair global incident bridges, coordinate multi-region resolver teams, and translate technical issues into clear business impacts, recovery priorities, decisions, and executive updates.

• Improved critical service restoration outcomes by 30% through rapid triage, decisive leadership, and coordinated action across technical, business, vendor, and cybersecurity teams.
• Improved stakeholder confidence by 25% through timely impact assessments, recovery communications, and post-incident updates.
• Strengthened operational resilience by 20% by identifying recurring risks, control gaps, and process weaknesses and escalating them for permanent remediation.
• Contributed to a 15–20% reduction in recurring disruptions by analysing failed-change incidents and providing data-driven insights to strengthen change governance.
• Improved CAB readiness by 20% through weekly reviews of business impact, operational risk, implementation plans, and recovery controls.
• Improved operational knowledge and cross-team collaboration by 30% through targeted technology and support-process knowledge-sharing sessions.

Service Operations Lead at Cuscal Limited (2018-09 – 2020-11)

Led a 24/7 shift team supporting critical banking, payments, network, server, ATM, and file-delivery services, coordinating resolver groups, vendors, and stakeholder communications.

• Improved incident communication visibility by 30% by delivering case updates within a 15-minute SLA, covering service impact, recovery actions, and status.
• Reduced Severity 3 incidents across the New Payments Platform by 40% through automation, remediation, and service improvement initiatives.
• Reduced repeat disruptions by 25% by strengthening shift handovers, incident documentation, and follow-through on corrective actions.
• Improved SLA performance by 20% through proactive monitoring, faster escalation, and closer coordination with application, infrastructure, and vendor teams.
• Increased team operational readiness by 30% through coaching, consistent triage practices, and reinforced communication standards.

Problem Manager at Fujitsu Australia Pty Ltd (2013-07 – 2017-12)

Led reactive and proactive problem management across multiple customer environments, managing problem records through investigation, root cause analysis, corrective action planning, and permanent resolution. Used ServiceNow, CMDB data, Xtraction, pivot tables, trend analysis, and structured RCA methods to identify recurring incidents, known errors, and improvement opportunities.

• Improved service stability by 15% and reduced ticket volumes by 5% through RCA workshops, KEDB maintenance, recurring-incident elimination, and Ishikawa analysis.
• Reduced repeat issues by 30% through structured root cause analysis and cross-functional remediation across critical support areas.
• Improved problem closure efficiency by 25% and action-plan transparency and timely closure by 35% through stronger records, ownership, and governance.
• Improved executive reporting effectiveness by 30% through weekly and monthly customer presentations covering trends, risks, actions, and outcomes.
• Strengthened team capability by 30% through mentoring, problem criteria templates, and improved incident categorisation.

High Priority Incident Manager at Fujitsu Australia Pty Ltd (2011-06 – 2013-06)

Managed high-severity incidents in a 24/7 environment, leading triage, escalation, conference bridges, action tracking, and customer communications to restore service within SLA targets.

• Improved post-incident report completion by 30% by delivering reports within three working days and strengthening RCA and corrective-action tracking.
• Reduced major incident response delays by 25% by helping develop response procedures, applying impact-based declaration criteria, and maintaining clear communications.
• Reduced escalations by 20% through stronger customer, vendor, and support-team relationships and training new staff in recovery coordination and communication standards.

Service Desk – Incident Coordinator at Interactive Pty Ltd (2010-03 – 2011-05)

Delivered first-line support in a high-volume 24/7 service desk for internal and external customers across Australia and New Zealand, managing incidents, service requests, and vendor engagement.

• Achieved more than 95% SLA compliance across Microsoft Windows, Outlook, and Active Directory support.
• Improved first-contact resolution by 25% and reduced access-related escalations by 20% through standardised support practices.
• Improved service delivery efficiency by 25% through knowledge standards, vendor coordination, and IT equipment fulfilment support.

IT Site Support Desktop Officer at XL Insurance (Australia) (2007-07 – 2009-07)

Delivered on-site desktop and end-user support, serving as the first point of contact for technical inquiries and managing tickets, hardware, software, and user services. Supported Microsoft Windows, Outlook, Active Directory, HP hardware, VPN and RSA access, audio-visual systems, and BlackBerry services.

• Increased operational efficiency by 25% through improved documentation, service continuity support, mail migration assistance, and weekly service reporting.

Diploma in Systems Administration – TAFE NSW

Certificate IV in Network Management – TAFE NSW