Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
OfficeManager
Chris Wilkinson

Chris Wilkinson

Templestowe,Victoria

Summary

Experienced ITSM Team Leader with over 12 years in and leading Major Incident Teams , Major Incident Management processes, Problem Management and process, Infrastructure team management, PMO, Technical Operations Manager and Service Delivery Manager from a strong technical background in Financial and managed service environments. Specialties: ITSM Process owner and implementer, building High Performance Operations and infrastructure teams, Incident Management, Problem Management, Change Management, PMO and technical specialist teams and methodologies. Driven to provide quick and knowledgeable response to critical business incidents in order to minimize service interruptions and lost revenues. Experienced with developing and improving processes, leading teams and managing enhancements. Proficient in Incident Management, Problem Management, change Management, Incident Communications and Major Incident team training and daily oversight

Overview

22
22
years of professional experience
1
1
Certification

Work History

Product Owner Major Incident and Problem Mgmnt

ANZ Bank
10.2018 - Current
  • Major Incident Management, Problem Management and technical task forces
  • Managing the 24 x 365 Major Incident Management Teams (Incident, Problem and Task Forces) in the ANZ Command Centre and the Technical task Force and Intensive care teams
  • My teams are fully accountable and responsible for resolution of all major incidents and driving the problem management cycle
  • Operating as a virtual Global team across multiple locations, the Major Incident Management team take full technical ownership and drive technical resolution of all High Priority Incidents
  • As manager, I am the escalation point for all P1 incidents and I am also accountable for the Communication outcomes during incidents and driving and refining the Incident management Process, the Problem Management process and all associated audits and controls
  • In addition, our task force specialists drive long term technical engagements for services and systems that have systematic issues
  • As manager of the task force teams, I set the criteria and execution of the task force resources and the processes that support that function
  • As the team and Product owner, I am also responsible for the continuous improvement of both Incident and Problem functions, overseeing the PMO for initiatives in this space as well as overseeing and driving executive communications (facilitating management and corporate communications bridges), ensuring the integrity of all
  • Incident and Problem data in the banks ServiceNow platform, and being a significant stakeholder in both Disaster Recovery decisions and execution, as well as assisting in decisions around business continuity
  • Aligning with the banks New Ways Of Working (NWOW) methodologies, I am also responsible for the creation and driving of associated Themes, Epics and Stories on the JIRA platform
  • Proficient in the use of ServiceNow and Confluence, as well as having ITIL V3 and V4 Foundation and Kepner Fourie Facilitator certification.
  • Additionally, I created a hybrid Change Management team that drove quality around change. This operational change (Red) team added an additional layer of oversight to all changes and as a direct result drove the Major Incidents caused from major and medium change down from 1 /44 to 1 /152
  • My current role also sees me lead incidents in the cyber space in consultation with the Cyber Security teams and third party vendors, as well as working daily with the banks third party vendors, cloud suppliers (AWS, Azure and Google Cloud), SAAS and IAAS providers in the areas of Incident, Problem and Change management
  • I have a strong background prior to my current role both leading infrastructure operations teams, and in Service Delivery Management and technical Operations manager roles across multiple vendors and sectors
  • Skills:-
  • ITIL V4 Certified
  • Incident Management
  • Problem Management
  • Change Management
  • Business Continuity
  • IT Infrastructure Management
  • Incident Investigation
  • Major Incident Management
  • Critical Incident Response
  • Security Incident & Event Management
  • Critical Incident Debriefing
  • Cybersecurity Incident Management
  • Incident Command
  • Team Leadership
  • Disaster Recovery


Manager Major Incident Management

ANZ Bank Australia
12.2016 - 10.2018
  • Leading a Global Team of specialised dedicated 24x365 recovery (Incident) managers that manage to resolution all technical major incidents within the bank
  • In addition, our team facilitate and drive technical war room scenarios and “hot spot” faults and crash programs.
  • As manager of the team, I am responsible for all actions undertaken by the team and provide the motivation, drive and continuous improvement of the team’s skillsets and measurable outputs of all work undertaken
  • Duties:
  • HR Manage a global team of specialized recovery management resources
  • Develop and implement the teams processes and procedures
  • Engage with senior management, business stakeholders and vendors to drive operational service improvement
  • Provide the technical to business interpretation of technical issues into measurable business impacts and open risks
  • Develop, deliver and execute service improvement plans on key business services and underlying systems
  • Improve stability, reduce risk and improve operational capability on key services
  • Reduce the number and duration of service outages
  • Lead Project Rescues and drive technical resolutions to large, complex technical issues that encompass many different stakeholders.

Manager Recovery Services

ANZ Bank Australia
08.2014 - 12.2016
  • Expanding on my previous role of Senior Recovery Manager, and identifying the requirement for a specialised, focussed “tiger team” approach, I was given the opportunity to create a new team within service management that sat between the critical incident (Recovery Management) teams and Problem Management team
  • Setting up a new team consisting of 4 specialists, and developing the criteria and deliverables that the team operate under to allow them to focus on troubled services that have had multiple critical incident’s and to lead a crash program on that service to stabilise, analyse and remediate
  • These focussed engagements last anywhere between 2 weeks to 6 months and my team’s role is to lead these engagements as required
  • These engagements usually include internal ANZ staff (Both Technical and Business), Third Party Vendors and specialist contractors as required
  • A prime example of this is the management of the “Payments Australia Task Force” which encompassed 15 applications within the Payments Australia portfolio. The Payments Australia task force that I lead spanned a duration of almost 18 months and It consisted of developing and implementing Service Improvement Plans across key, critical payments applications with the mandate to stabilise, analyse and remediate, the goal of which was to reduce the number and duration of incidents that impact the payments Australia service.
  • The payments Australia taskforce also developed new ways for TSM staff and business representatives to work closer and to share and align objectives and sharing of information which has been a major success
  • Duties:
  • HR Manage a team of specialized recovery management task force resources
  • Develop and implement the teams processes and procedures
  • Engage with senior management, business stakeholders and vendors to drive operational service improvement
  • Develop, deliver and execute service improvement plans on key business services and underlying systems
  • Improve stability, reduce risk and improve operational capability on key services
  • Reduce the number and duration of service outages.

Senior Global Recovery Manager

ANZ Bank Australia
08.2011 - 08.2014
  • The role of the Global Recovery Manager within the bank is to reduce the number and duration of High Severity Incidents within the banks IT
  • Infrastructure
  • Working in a small and specialized 24 x 7 team, the mandate of the recovery manager is to work within the ITIL Incident and Problem
  • Management framework to implement processes, procedures and strategies across the whole IT support function to enhance the capability of support staff and vendors within these situations, as well as the key task of ownership and driving of high severity incidents to resolution of service
  • The role itself sits above the Incident management and Problem management teams and acts as both an escalation point and as a mentor role
  • The Global Recovery Manager also drives incident resolution directly for large global impacting incidents and has authority directly delegated from the General Manager of Service Management, Technology to act accordingly and to take whatever action deemed required to resolve these incidents
  • Key deliverables of performing the role as Global Recovery manager are to contribute to the reduction of repeat High Priority incidents, perform co- ordination of technical resources and activities, evaluate transition recovery requirements and associated processes and procedures, mentor and assist other recovery manager staff and to provide concise, clear and timely communications to senior management, both verbally and in written communications across service impacting High Severity Incidents
  • Duties:
  • Responsible for driving the technical resolution of High Severity
  • Incidents 24x7 across the banks diverse range of IT Infrastructure and applications
  • Reducing the number and duration of service impacting incidents across the banks IT Infrastructure
  • Identifying and remediating systematic issues and working with change and problem management teams to deliver improvement
  • Controlling phone bridges, videoconference sessions, WebEx sessions and war room’s to resolve critical incidents.

Technical Operations Manager

ANZ Bank Australia
05.2010 - 08.2011
  • The Operations Manager role was a new position created to sit above the
  • Bank's core platforms technology
  • Teams which consist of IBM Mainframe, Enterprise Storage, Database, I series, HP NonStop and Unix technologies
  • Reporting to the head of Central Platforms, the Operations Manager's primary role is to oversee the technical operations within the core delivery teams consisting of around 100 technical staff, and drive process improvement, technical standardization across multi vendor/multi platform delivery teams and to guide the technical delivery teams to deliver technical support to the bank's core infrastructure
  • The core platforms technologies support the banks critical core applications including ATM/POS, teller terminals and Internet Banking
  • The operations manager plays a key role in ensuring that these technologies remain highly available to support the bank's staff and its customers by overseeing the day-to-day decisions around change and risk management, audit and regulatory requirements and driving best practice procedures in the operational space
  • A key component of the Operations Manager role is to be the technical point person during high severity incidents on a 24 x 7 basis
  • A critical task that has the sole purpose of driving technical service restoration of any major incident within the bank's core technologies
  • This task has the mandate of driving technical teams and third party vendors during high severity incidents, directing the incident managers and liaising with problem and change management where appropriate
  • In addition, the Operations Manager assists with key staff hire, Performance
  • Management Reviews, Vendor Management/contracts and Service
  • Transition

Service Delivery Manager

Datacom Australia
03.2009 - 05.2010
  • Datacom recruited me as Service Delivery Manager to concentrate on their newest and largest high profile managed services customer
  • Focusing on the task of transition and integration into the managed services environment
  • My initial brief was to oversee the smooth transition of services from the previous vendor into the Datacom MS environment
  • Transition was completed and has been very successful meeting all required deliverables and expectations
  • My responsibilities during the transition itself, and post transition included: -
  • Preparing the technical delivery teams to ensure they can deliver against the defined SOW and SLA’s from day 1
  • Ensuring the customer’s expectations and perceptions are aligned with the real delivery strategies and issues
  • Managing the cost of delivery into the account and preparing and presentation of customer invoices
  • Facilitating and sponsoring robust technical delivery enhancements and leveraging off current strengths and repeatable practices
  • Communicating with the customer on a daily basis and being the delivery face of Datacom to the customer
  • Responsible for the preparation and presentation of all required reporting deliverables
  • Providing co-ordination and escalations around critical incidents
  • Formulation, presentation and execution of SIP’s
  • Providing representation in the Change Management Board

Senior Service Delivery Manager

Hewlett Packard Australia
01.2005 - 05.2009
  • Hewlett Packard was a major medium tier service provider to a very diverse customer base encompassing telco’s, financial institutions, mining and packaging companies as well as recycling and logistics companies
  • As a

Service Delivery Manager

Hewlett Packard Australia
01.2005 - 01.2009

Education

Certificate in IT Operations - IT Operations

Collingwood College
Collingwood, VIC

Skills

  • Critical Incident Management
  • Incident Communications
  • Crisis Management
  • Problem Management
  • 24 x 365 Team leadership
  • Change Management
  • Process Enhancement

Accomplishments

Built the ANZ Major Incident function and its associated processes and integration into the ANZ Command Centre, as well as manage the major Incident team daily and as the highest escalation point for incident resolution.


Created and oversee the ANZ change management "Red Team" that significantly reduced the incident caused by change impacts and improved the quality of change significantly.


Integrated the Problem Management function into the Major Incident group who now perform all Post Incident reviews and root cause investigations.


Led the technical creation, process formulation and requirement building of the ANZ Banks new Technical Command Centre in ANZ Melbourne world headquarters

Certification

ITIL V4 Foundation

Kepner Fourie Facilitator certified

Timeline

Product Owner Major Incident and Problem Mgmnt

ANZ Bank
10.2018 - Current

Manager Major Incident Management

ANZ Bank Australia
12.2016 - 10.2018

Manager Recovery Services

ANZ Bank Australia
08.2014 - 12.2016

Senior Global Recovery Manager

ANZ Bank Australia
08.2011 - 08.2014

Technical Operations Manager

ANZ Bank Australia
05.2010 - 08.2011

Service Delivery Manager

Datacom Australia
03.2009 - 05.2010

Senior Service Delivery Manager

Hewlett Packard Australia
01.2005 - 05.2009

Service Delivery Manager

Hewlett Packard Australia
01.2005 - 01.2009

Certificate in IT Operations - IT Operations

Collingwood College

Similar Profiles

CREATE PROFILE
Chris Wilkinson