Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Omar Eldimerdash

Craigieburn,VIC

Summary

Obtain a challenging leadership position applying creative problem solving and lean Incident management skills with a growing organisation, where I can be a member of a team and utilise my business experience to the fullest to achieve optimum utilisation of its resources to maximise profits. Highly motivated and conscientious individual, with strong interpersonal and communication skills, who thrives on challenges and works well in either a team or autonomous environment. Enjoys forging strong working relationships and is customer service focused.

Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 10 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.

Overview

14
14
years of professional experience

Work History

Service and Major Incident Manager

Wesfarmers OneDigital
06.2022 - Current
  • The main duty of this role is to specialize in IT Service Management, with a particular emphasis on Major Incident Management
  • There is a strong emphasis on guiding teams, using clear leadership and control, to formulate and execute recovery strategies for high-severity incidents, with the aim of surpassing SLAs and KPIs
  • My responsibilities included taking ownership of and resolving major incidents, managing incident communications and escalations, coordinating virtual teams for each incident, conducting post-incident reviews, and monitoring process compliance across all severity levels
  • I also developed ITIL processes for Incident, Change, Problem configuration, Risk, and Privacy management
  • Additionally, I collaborated with the Security team to examine incidents of security breaches and made informed decisions and suggestions for remediation
  • I displayed stakeholder management skills, with the ability to effectively communicate and collaborate with both technical and non-technical team stakeholders at all levels
  • I performed analytical and problem-solving tasks, with a keen eye for detail and a commitment to quality
  • I received, prioritized, and resolved complex or escalated incidents and events related to applications, software, and hardware
  • I implemented structured process flows from reporting to resolving incidents and recorded known errors with resolution steps in the relevant knowledge articles
  • I assessed data gathered during the incident management process and provided guidance on the enhancement of the quality of the service delivered and reduction of overall incidents
  • Achievements: Established and Implemented Major Incident Management Framework, Led Cross-Functional Team Training and Development.

Senior High Priority Incident Manager\Enterprise monitoring

C.H. Robinson
03.2019 - 06.2022
  • The primary responsibility for this role is IT Service Management specializing in Major Incident Management
  • Strong focus on leading teams, through clear command and control, to develop and implement restoration plans of high impact incidents to meet and exceed SLAs and KPIs
  • My responsibilities included ensuring seamless transition of processes to be supported, ensuring accuracy of Standard Operating Procedures, monitoring and capturing cost savings, business continuity and crisis management, support and ensure effective integration with other ITIL processes, manage and coordinate the restoration plan of high impact incidents to meet and exceed SLAs and KPIs set by clients, create and present Incident Management reports and monthly metrics, co-ordinate activities with Change and Problem Management, and monitoring environment using various applications such as Splunk, AppDynamics, SolarWinds, and Live Action.

IT Team Leader

Toll Group Data Centre Operations
09.2011 - 03.2019
  • The primary responsibility for this role was to direct and manage the Operation and Support of all Operational Services delivered for a specific objective of maximizing reliability, system availability, performance, and adherence to service levels
  • My responsibilities included being accountable for the day to day management of the Operations Bridge functions over a 24x7 timeframe to a global user base across 450 sites, managing a team of system operator analysts, managing all high-level Priority 1 Incidents from network technologies to application layer technologies, maintaining consistent communication with senior management and stakeholders, chairing crisis meetings and managing virtual teams during major incidents, driving support teams and external vendors to respond to incidents in a timely manner, providing Incident Closure Reports for all high priority incidents, managing staff performance, Incident Management, Event Monitoring and Systems Operations, ensuring seamless transition of processes to be supported, ensuring accuracy of Standard Operating Procedures, monitoring and capturing cost savings, business continuity and crisis management, process adherence, improvement and training, support and ensure effective integration with other ITIL processes, focused on reduction and duration of high priority incidents, ensuring all OHS requirements were met for on-duty staff, implementing productivity improvements, managing systems change, and initiating problem management process to coordinate investigations.

Help Desk Team Leader

Coles\Target & Head Office
03.2010 - 04.2011
  • The primary responsibility for this role was to create an inspiring team environment with an open communication culture and setting clear team goals
  • My responsibilities included managing the IT Help Desk for the Coles Group brands, coordinating the recruitment, selection, training/development of analysts, developing and implementing improved procedures and processes, leading and coordinating teams, continually analyzing productivity of the Help Desk, managing the Service Delivery of the Help Desk to the IT Business Unit Managers, and maximizing resolution rates through identification of tools and improved processes.

Education

Eumemmerring Secondary Collage - VCE -

AWS

ARCHITECTING ON AWS -

01.2024

SECURITY ENGINEERING ON AWS -

01.2024

ITIL 4 FOUNDATION CERTIFICATE (GR671303470E) -

01.2021

Master of Business Management (Australian Institute of Business) - in progress -

01.2018

Completed ServiceNow training for: Incident Management, Problem Management, Change, Release, Configuration, Asset Management, Service Catalogue and Request Fulfillment -

01.2018

Completed HP Service Manager 9 administration certificate -

01.2013

Open VMS System Management - Hewlett Packard -

01.2009

VMS Fundamentals - Hewlett Packard -

01.2009

First Aid Level 2 - Holmesglen Tafe -

01.2009

Skills

  • SYSTEMS: AWS, Azure, DataDog, Windows (10,11 and server), UNIX, Linux, HP, AIX, Control -M, Tivoli Enterprise Console, Tivoli Omnibus, EFT, VMS, Network Node Manager, Business System Management, SCOM, CITRIX, SolarWinds, AppDynamics, Live Action
  • HARDWARE: Servers, Hubs, Routers, Switches, PC's
  • Networking: TCP/IP, DNS, DHCP, WINS, Ethernet, Token Ring
  • MS Office, Active Directory, MS Exchange, SCCM
  • Data backup and recovery (TSM WIN/UNIX), Symantec NetBackup
  • Service Management tools (Atlassian, ServiceNow, Salesforce)
  • ITIL 4 FOUNDATION certification completed, capable of managing multiple P1 Incidents
  • Extremely strong leadership skills/qualities
  • 10 Years ITSM experience including experience as a Major Incident Manager
  • Broad practical experience across Change Enablement, Problem and Event Management
  • An efficient instructor and a leader with vision for growth and excellence
  • Proactive can-do attitude
  • Good verbal and written communication skills
  • Strong customer service understanding and focus
  • Self-motivated and directed
  • Ability to effectively prioritise action and escalate tasks as required
  • High level of integrity and professionalism and attention to detail
  • Strong conflict resolution, negotiation and influencing skills
  • Ability to produce and review documentation of the highest order
  • Able to work independently and without supervision
  • Proven ability in troubleshooting and fault analysis
  • Ability to effectively prioritise and execute tasks in a high-pressure environment
  • Extensive experience working in a team-orientated, collaborative environment
  • Skilled in multitasking, communicating and problem solving
  • A team player who can bond with co-workers and maintain a positive working relationship with them
  • Proficient in many tools and utilities
  • A passionate, confident, patient and proactive individual
  • Incident Management
  • Documentation skills
  • Service Management
  • Disaster Recovery
  • Critical incident handling
  • Post-resolution reviews
  • Effective Communication
  • Technical Troubleshooting
  • Team Engagement
  • Interpersonal and written communication
  • Root Cause Analysis
  • Resolution team engagement
  • Incident priority assessment
  • Post incident reviews

References

Available upon request

Timeline

Service and Major Incident Manager

Wesfarmers OneDigital
06.2022 - Current

Senior High Priority Incident Manager\Enterprise monitoring

C.H. Robinson
03.2019 - 06.2022

IT Team Leader

Toll Group Data Centre Operations
09.2011 - 03.2019

Help Desk Team Leader

Coles\Target & Head Office
03.2010 - 04.2011

Eumemmerring Secondary Collage - VCE -

AWS

ARCHITECTING ON AWS -

SECURITY ENGINEERING ON AWS -

ITIL 4 FOUNDATION CERTIFICATE (GR671303470E) -

Master of Business Management (Australian Institute of Business) - in progress -

Completed ServiceNow training for: Incident Management, Problem Management, Change, Release, Configuration, Asset Management, Service Catalogue and Request Fulfillment -

Completed HP Service Manager 9 administration certificate -

Open VMS System Management - Hewlett Packard -

VMS Fundamentals - Hewlett Packard -

First Aid Level 2 - Holmesglen Tafe -

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