Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mathew Kings

ARCADIA,NSW

Summary

An experienced and easy-going professional with a demonstrated history of IT Service Management within Financial Services. Has set up and lead support teams within complex technology environments. Enjoys facing into a challenge.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Head of Run, Integration & Analytics

Westpac Group
05.2023 - Current
  • Accountable for support of the Groups critical integration, Business Intelligence and Azure based Machine Learning and Artificial Intelligence applications,
  • Established governance and OPEX model for Power BI Gateway connectivity to DDEP data,
  • Lead transition of support for 'Enterprise Batch Integration Platform (EBIP) and 'Informatica Shared Cloud Platform (IICS)' into the enterprise Service Management model,
  • Driving operational deliverables within the Group Data Capability (GDC) and Engineering teams; enabled MVP deliverables allowing technical go-lives; ensured pathways to 'business go live' are known and understood; Recognised gaps with project documented operating models moving to take accountability and address,
  • Have built a successfully team off the back of collaboration fun and trust.

Service Owner - Data Platforms Run & Services

Westpac Group
05.2021 - 03.2022
  • Responsible for support teams ensuring continued governance, stability and service of the Groups critical integration systems and platforms (Sterling, Enterprise Integration Gateway (EIG), WIB ETL, Enterprise Batch Integration Platform (EBIP) and Informatica Shared Cloud Platform (IICS)),
  • Stood up and managed the support team for the Groups Azure PaaS based 'In The Moment (ITM)' platform; Stabilised and took the platform from build into Run; enabled first use-case activation within production; Lead cost saving opportunities which ultimately reduced costs by 40%; Lead difficult discussions with senior stakeholders when decisions needed to be made regarding the decommission of the platform,
  • Identified and corrected gaps with the project delivered support model enabling productionisation of strategic applications EBIP and IICS.

Service Operations Manager - CRM & Customer

Westpac Group
08.2015 - 03.2021
  • Responsible for support, maintenance and governance for applications within the CRM domain,
  • Management of on/offshore and cross vendor support teams,
  • Oversight of application Disaster Recovery strategy and identification, management and timely resolution of incidents, problems and changes, driving the closure of records within agreed SLAs,
  • Consulted on the support function and ensured continued operational stability during application support transition into today's 'Service Management' model,
  • Accountable for the creation of an incident trending framework and supporting dashboards to understand application pain points resulting in 25% reduction in incident volumes,
  • Introduced the use of Agile principles into the Run team enabling better pipeline management and prioritisation.

Technology Services Manager - NOC

Westpac Group
01.2014 - 08.2015
  • Responsible for overseeing the quality-of-service delivery to customers by working closely with Business, Technology and service provider teams, both internal and external,
  • Point of contact for Technology related escalations for the 'Business Consumer Lending (BCL)' business unit within Enterprise Operations, Property and Sourcing,
  • Established incident reporting and trending for BCL. Enabling the reduction of BCL phone based IT Service Desk contacts by 30% by promoting online and self-help options,
  • Communicated clearly with all stakeholders to ensure alignment of priorities.

Technical Lead - Contact Centres

Westpac Group
11.2012 - 01.2014
  • Provided technical and domain expertise to both business and IT, covering all aspects of the application life cycle,
  • Responsible for technical support, release planning, requirements and management, service financial management and operational requirements of application changes,
  • Liaised with project teams/team members to ensure strong relationships were maintained, and that business and technology requirements and solutions were understood.

Application Support Analyst - CRM & Marketing

Westpac Group
07.2008 - 11.2012
  • Business As Usual (BAU) management and support of Westpac Groups Siebel CRM implementation, Relationship Builder,
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures,
  • Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process,
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases,
  • Provided 24/7 on-call support for application, file and data feeds and batch processes to prevent impact to business.

Education

Graduate Certificate - Technology, Business Systems

Swinburne University of Technology
Melbourne, VIC
2014

Foundations of Phycology

Charles Sturt University
Bathurst, NSW
2000

Skills

  • Highly developed leadership and communication skills
  • Able to lead multiple teams across multiple technologies
  • Senior stakeholder management
  • Clear understanding that IT forms one of many tools/services used by business and that it needs to support business processes

Certification

Azure Fundamentals, Microsoft

Siebel 8 Consultant Certified Expert, Oracle

ITIL v2, v3, v4

Microsoft Certified Administrator (MCSA): 2008

Timeline

Head of Run, Integration & Analytics

Westpac Group
05.2023 - Current

Service Owner - Data Platforms Run & Services

Westpac Group
05.2021 - 03.2022

Service Operations Manager - CRM & Customer

Westpac Group
08.2015 - 03.2021

Technology Services Manager - NOC

Westpac Group
01.2014 - 08.2015

Technical Lead - Contact Centres

Westpac Group
11.2012 - 01.2014

Application Support Analyst - CRM & Marketing

Westpac Group
07.2008 - 11.2012

Graduate Certificate - Technology, Business Systems

Swinburne University of Technology

Foundations of Phycology

Charles Sturt University

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