Summary
Overview
Work History
Education
Skills
Technical Skills Summary
Contact
Key Experience And Skills
Timeline
Generic
Spiro Kappatos

Spiro Kappatos

Canadian,VIC

Summary

Results-driven professional with a strong focus on service delivery, bringing extensive management and technical expertise. Practical experience in designing, implementing, and managing information technology equips me with the skills to ensure seamless IT service operations that enhance company efficiency and performance. Excels in establishing and improving technical support functions, driving innovation to help businesses achieve their objectives.

Overview

13
13
years of professional experience

Work History

Head of IT Operations and Cyber Security

Send Payments Pty Ltd
01.2024 - Current
  • As the Head of IT Operations and Cybersecurity, I manage IT operations and ensure the organization implements strong cybersecurity measures
  • Reporting directly to the CTO, I am pivotal in service management, cybersecurity, and Governance, Risk, and Compliance (GRC) initiatives in a fast paced fintech environment
  • Oversee IT operations management, including Microsoft cloud services, online services, servers, applications, security tools, endpoints, software, and hardware
  • Point of escalation for other departments and stakeholders, ensuring timely resolution of complex issues
  • Manage the service desk and service fulfillment for 65 employees, maintaining a fast-paced work environment
  • Implement Service Level Agreements (SLAs) and introduced Fresh Service to the organisation for efficient ticketing
  • Implemented Fresh Desk for partners
  • Fostered strong relationships with vendors, negotiating contracts and monitoring service quality
  • Ensured that all IT policies and procedures are up-to-date, clearly documented, and understood by all
  • Produce detailed Post-Incident Reports for continuous improvement of IT services
  • Conduct cost-benefit analysis for system upgrades to support decision-making processes
  • Collaborate with the CTO to develop and execute strategic operational plans
  • Lead the Cyber Security function, managing incidents, data breaches, tabletop exercises, cloud security, security assessments, penetration testing, vulnerability assessments, and cybersecurity awareness
  • Supervise system security enhancements to proactively identify and mitigate cybersecurity risks
  • Worked very closely with the CTO as one of five AI Champions
  • Assist in the implementation and management of Vanta (GRC tool), ensuring compliance with industry standards and regulations

IT Operations Lead (Village Cinema's and Corporate)

Village Roadshow Pty Ltd
07.2023 - 01.2024
  • As the Head of IT Operations, I was responsible for overseeing the management of all cloud and infrastructure operations as well as ensuring all security risks were identified and actions are taken to mitigate them
  • Led and managed a team of IT professionals, fostering a collaborative culture
  • Contributed towards the management of networks, cloud services, and virtualization technologies to ensure efficient and scalable IT operations at Village Cinemas
  • Played a pivotal role in project planning and execution, introducing technologies to enhance infrastructure performance and reduce costs
  • Demonstrated expertise in VMware, Hyper-V, hyperconverged infrastructure, Active Directory, cloud management (Azure & AWS), and Veeam
  • Maintained and enhanced ITIL processes to support incident, problem, and change management
  • Successfully engaged and managed key vendors and partners, overseeing change management activities to align with organizational goals
  • Monitored IT systems and infrastructure, addressing issues to maintain optimal performance, and contributed to the PRTG rollout of over 5,000 sensors
  • Worked very closely with the Cyber Security department with respect to patching, software updates, vulnerability management etc (Rapid 7 & CrowdStrike)
  • Led the AWS SAP disaster recovery exercise at Village Roadshow simulating a failure of an AWS Availability Zone (involved more than 30 servers)
  • Oversaw system security enhancements to identify and mitigate cybersecurity risks
  • Direct reports: 4 senior technicians

Head of IT Operations

Openpay Pty Ltd
08.2022 - 07.2023
  • The purpose of this role was to lead and optimized Service Delivery and IT operations, including cloud services (AWS and Microsoft), hardware, servers, workstations, security tools, and applications, delivering efficient, secure, and reliable technology services aligned with business objectives
  • Subject matter expert in ICT infrastructure, cloud operations, security, providing scalable and robust solutions
  • Identified and implemented service improvement initiatives by analysing processes, technologies, and vendors to enhance operational efficiency
  • Streamlined operations through effective Incident, Problem, and Change Management, utilizing deep expertise in ITIL practices
  • Managed incident investigations and remediation, producing detailed Post-Incident Reports
  • Enhanced team capability by hiring, staff development, and fostering a culture of continuous improvement
  • Prepared cost-benefit analysis reports and optimized vendor relationships, ensuring high-quality service and value
  • Led cybersecurity programs, enhancing system security and implementing protective measures for networks, systems, and data
  • Collaborated with the cybersecurity engineer to monitor and analyze security systems, managing tools like Splunk and Sentinel
  • Directed server and workstation patching, vulnerability assessments, and penetration testing, in close coordination with the Engineering department
  • Conducted security audits and compliance checks to ensure adherence according to the Payment Card Industry Data Security Standard (PCI DSS)
  • Developed and executed disaster recovery procedures, overseeing backups and ensuring system resilience
  • Direct reports: 15

Service Delivery Manager

Haymes Paint Pty Ltd
08.2021 - 04.2022
  • The purpose of the IT Service Delivery Manager role was to manage and lead the Service Delivery function, (including Application Support & Maintenance, Infrastructure, Cloud and Help Desk)
  • As part of the IT Strategic Plan & Roadmap (2020), several key initiatives were identified as transformational to the Haymes Paint business, including the IT Operating Model
  • Led and coordinated the service delivery team and engaged with third-party providers to achieve operational goals
  • Identified customer needs and oversaw the overall service delivery function
  • Collaborated with internal stakeholders to determine service criteria and find solutions for potential issues
  • Established IT policies, procedures, and best practices
  • Took ownership of request fulfilment, incident management, change management, security, compliance, and transition to support
  • Introduced Fresh Service for ITSM
  • Provided technical guidance and support to resolve complex issues
  • Developed and managed a continuous service improvement plan based on risk assessment
  • Created an IT risk register to prioritize future initiatives and inform the Service Delivery roadmap, excluding strategic projects
  • Direct reports: 4

IT Operations Manager

Angle Finance
09.2020 - 08.2021
  • Company Overview: Angle Finance was a newly formed commercial asset finance company, owned by major global private equity firm Cerberus Capital
  • Reporting to the CTO, the IT Operations Manager led the support function and technical operational management requirements of the business
  • Led and managed a high-performance IT Operations team comprising the Service Desk and Cloud/Systems administrators
  • Oversaw various technical aspects of Information Technology, including EUC, Azure, Office 365, Intune, infrastructure (Hyper-V), domain services, identity and access management, networking, remote access, cybersecurity, monitoring (Azure Sentinel SIEM), and 3rd party systems
  • Promoted continuous improvement and service excellence, resulting in enhanced service delivery, operational efficiencies, and cost savings
  • Collaborated with internal stakeholders to identify, recommend, develop, implement, and support cost-effective technology solutions
  • Implemented IT policies, procedures, and best practices
  • Introduced ITIL practices and managed incidents, escalations, and IT changes across all technology stacks
  • Oversaw IT security affairs, including incident response, data breaches, cloud security, security assessments, penetration testing, vulnerability assessments, and cybersecurity awareness initiatives
  • Managed IT supplier relationships and occasionally assisted with project management tasks
  • Managed IT security risk register
  • Direct reports: 3
  • Angle Finance was a newly formed commercial asset finance company, owned by major global private equity firm Cerberus Capital

Technical Services Manager

Australian Financial Complaint Authority (AFCA)
04.2019 - 07.2020
  • Company Overview: The Australian Financial Complaints Authority or AFCA is an external dispute resolution scheme for consumers who are unable to resolve complaints with member financial services organisations
  • Led a team of technology experts in providing infrastructure and cloud services, application/development, and business analysis support
  • Managed technology service provider activities in both BAU (Business-As-Usual) and project spaces
  • Developed and implemented IT technology architecture strategy and roadmap, offering technical leadership and expertise across current and future technologies
  • Took ownership of the development and implementation of IT systems, infrastructure, and cloud architecture, following industry best practices and aligning them with IT and business strategies
  • Responsible for financial management and planning, vendor management, technology evaluation, and providing business consultation
  • Performed enterprise analysis and supporting pre-project scope definition, solution assessment and validation, and business case development
  • Oversaw IT security affairs, including incident response, cloud security, security assessments (ASD Essential 8), penetration testing, vulnerability assessments, and various cyber security awareness initiatives
  • Direct reports: 8
  • The Australian Financial Complaints Authority or AFCA is an external dispute resolution scheme for consumers who are unable to resolve complaints with member financial services organisations

IT Infrastructure Lead (Contract)

Spotless
08.2018 - 03.2019
  • Company Overview: Spotless provides various services to a variety of industries, including mining and oil and gas, where it delivers facility maintenance, catering, waste management, cleaning and security services in Australian and New Zealand
  • Held the newly established position of Infrastructure Lead, providing support and leadership for business processes and overseeing four teams: networks, systems, data systems, and New Zealand operations
  • Led ongoing technical operations and IT support initiatives
  • Supported various management policies and best practices, including Change, Incident, Problem, Availability, Capacity, Security, and Configuration management
  • Managed day-to-day infrastructure activities and served as the CAB Manager on a weekly basis
  • Collaborated with cross-functional teams, including Service Desk, Field Services, Applications, Architecture, Security, and Finance
  • Managed the deployment of MS Teams, implemented governance and policy, and contributed to projects such as Office 365 MFA, Software Licensing Governance, Cyber Security Awareness, and infrastructure upgrades
  • Improved the work intake process and successfully completed the cross-charge process
  • Worked on high-severity tickets and escalations, providing recommendations for improvements when necessary
  • Direct reports: 15
  • Spotless provides various services to a variety of industries, including mining and oil and gas, where it delivers facility maintenance, catering, waste management, cleaning and security services in Australian and New Zealand

IT Operations Manager / Service Manager

Viatek
01.2018 - 08.2018
  • The IT Operations Manager (Ballarat) role was a key stakeholder position at Viatek in regional Victoria
  • The role required extensive ownership for the governance, leadership and quality of the services and solutions offered to their Viatek’s customers
  • Providing leadership and influencing the strategy and quality of service delivery
  • Handling high-touch interactions, escalations, and incident/problem management in a professional manner
  • Establishing strong relationships with key business stakeholders to ensure customer satisfaction and financial performance
  • Ensuring compliance with contractual obligations, service level agreements, risk management, and governance
  • Promoting cross-collaboration across different regions and departments within the organization, including the COO, Head of Managed Services, Head of Professional Services, senior managers, sales teams, and engineers
  • Coaching and developing service delivery and driving service improvements
  • Offering support and guidance in developing technical and professional learning & development plans
  • Direct reports: 8

Infrastructure Manager (Senior Technical Engineer)

Development Victoria
01.2015 - 01.2018
  • Company Overview: Development Victoria delivers urban renewal for the Victorian Government
  • Delivering end-to-end services and solutions to business stakeholders across multiple sites
  • Managing relationships with various vendors, including providers of Disaster Recovery as a Service (DraaS) and Managed Services
  • Developing and regularly reviewing infrastructure strategy, including capacity planning, reviews, and upgrades, while considering IT security and operational risks
  • Managing enterprise applications and solution architecture, covering design, deployment, monitoring, maintenance, development, upgrades, and support for all infrastructure
  • Conducting enterprise analysis, defining project scope, assessing solutions, and developing business cases
  • Providing second and third-level support for Service Desk Incidents as needed
  • Assuming technical ownership for most projects, acting as the Project Manager for several initiatives
  • Development Victoria delivers urban renewal for the Victorian Government

Senior Technical Engineer

alltasksIT
08.2014 - 01.2015
  • Company Overview: AlltasksIT is an IT Service provider that provides various IT products and services to small and medium-sized businesses
  • Assisted in the design, deployment, and upgrading of various infrastructure assets
  • Collaborated with key stakeholders, primarily Finance Managers or CFOs, for vendor selection and strategic planning
  • Developed cloud Disaster Recovery (DR) solutions for small and medium-sized businesses (SMBs)
  • Assisted organizations in reassessing their in-house needs compared to available cloud offerings
  • Implemented remote desktop solutions, utilizing Microsoft RDS and Citrix XenDesktop and XenApp
  • Managed migrations to cloud-based productivity suites such as Office 365, Google Apps for Business, and local email hosting providers
  • Facilitated in the migration of on-premises email filtering solutions to Software as a Service (SaaS) platforms
  • AlltasksIT is an IT Service provider that provides various IT products and services to small and medium-sized businesses

ICT Manager

Global Carbon Capture and Storage (CCS) Institute
06.2012 - 07.2014
  • Company Overview: The Global CCS Institute works collaboratively to build and share the expertise necessary to ensure that carbon capture and storage (CCS) can make a significant impact on reducing greenhouse gas emissions
  • Engaged during a period of significant change, responsible for managing strategic technology initiatives such as replacing the MSP, implementing cloud computing, and relocating offices and data centres
  • Managed ICT planning and procurement activities by collaborating with the operations team and third-party providers to ensure timely and effective delivery of services
  • Led a small team
  • Played a crucial role in minimizing unforeseen outages for business-critical operations during the transition
  • Made valuable contributions to the development of the ICT Strategy 2013-2015 roadmap aligning with the organization's business strategy
  • Successfully relocated the head office from Canberra to Melbourne, including migrating existing network and server infrastructure to a hosted environment or hybrid cloud setup
  • This strategy aimed to reduce downtime, mitigate risks, lower the total cost of ownership, and provide some level of DR capability
  • Implemented cloud computing initiatives, specifically migrating to Office 365, resulting in reduced total cost of ownership
  • The Global CCS Institute works collaboratively to build and share the expertise necessary to ensure that carbon capture and storage (CCS) can make a significant impact on reducing greenhouse gas emissions

Education

Microsoft + 30 exams passed including Azure and Office 365 -

01.2023

Master of Business Administration -

Australian Institute of Business
01.2019

Various Management and leadership courses -

01.2015

Business Analysis -

BABOK
01.2013

Prince2 Foundation -

01.2013

ITIL v3 Foundation -

01.2010

Diploma in Economics -

Open University London
01.2003

Certificate in Sociology -

Open University London
01.2001

Skills

  • Strategic planning
  • Professionalism
  • Interpersonal communication
  • Adaptability
  • Risk management
  • Technology integration
  • Problem-solving aptitude
  • Time management abilities
  • Business process improvement
  • Interpersonal skills
  • Adaptability and flexibility
  • Team collaboration
  • Reliability
  • Excellent communication
  • Multitasking
  • Staff hiring
  • Department management
  • Budget administration
  • IT strategy development
  • IT service management
  • IT security policies
  • IT operations management
  • ITIL framework
  • IT stakeholder management
  • IT performance metrics
  • IT procurement
  • IT asset management
  • IT change control
  • Information security
  • Disaster recovery
  • IT process improvement
  • IT budgeting
  • Technical support management
  • IT problem-solving

Technical Skills Summary

ITIL, Prince2, ISO27001, MS Dynamics AX 4.0 ERP, MS Dynamics CRM, Technology1, RF Warehousing, Wherescape Red, Cognos, ServiceNow, Fresh Service, Fresh Desk, Jira, Data centre Ops, LAN, WAN, routing, switching, VOIP, firewall, IPS, IPSEC VPN, Cisco, Fortinet, MS Azure, MS Office 365, AWS, EMC Clariion, VNX 5400 Storage Arrays, Dell EqualLogic PS4000E/PS6000, IBM DS300, Dell, HP, IBM xSeries, Cisco UCS, VMware ESXi, Hyper-V, Clustering, Microsoft Server 2008 R2, 2012, 2012 R2, 2016, 2019, AD Management, MS Exchange Server, Office 365, Google Apps, AirWatch, Silverback, MS SQL 2000, 2005, 2008, 2012, Citrix, RDS, SSL VPN, Disaster Recovery, Backup Exec, NetBackup, Veeam, PRTG, SolarWinds, SCOM, ConnectWise Automate, ManageEngine OpManager, Nagios

Contact

spiro@kappatos.com.au, 0420 984294, http://www.linkedin.com/in/spirokappatos

Key Experience And Skills

I have a proven record of leadership in IT, where I have built and nurtured high-performing teams through collaboration and a focus on excellence. My technical expertise spans across networks, cloud services, virtualization technologies, and a wide array of other technology stacks, allowing me to optimize infrastructure, enhance cloud performance, and drive cost efficiencies. I have a strong foundation in Governance, Risk, and Compliance (GRC) processes, ensuring that operations are both scalable and fully compliant with industry standards. My experience in managing ITIL processes, cultivating key vendor relationships, and leading cybersecurity initiatives has consistently resulted in secure, resilient, and efficient IT environments. I am now eager to leverage my leadership abilities, technical acumen, and GRC expertise to drive technological innovation and operational excellence in a forward-thinking organization.

Timeline

Head of IT Operations and Cyber Security

Send Payments Pty Ltd
01.2024 - Current

IT Operations Lead (Village Cinema's and Corporate)

Village Roadshow Pty Ltd
07.2023 - 01.2024

Head of IT Operations

Openpay Pty Ltd
08.2022 - 07.2023

Service Delivery Manager

Haymes Paint Pty Ltd
08.2021 - 04.2022

IT Operations Manager

Angle Finance
09.2020 - 08.2021

Technical Services Manager

Australian Financial Complaint Authority (AFCA)
04.2019 - 07.2020

IT Infrastructure Lead (Contract)

Spotless
08.2018 - 03.2019

IT Operations Manager / Service Manager

Viatek
01.2018 - 08.2018

Infrastructure Manager (Senior Technical Engineer)

Development Victoria
01.2015 - 01.2018

Senior Technical Engineer

alltasksIT
08.2014 - 01.2015

ICT Manager

Global Carbon Capture and Storage (CCS) Institute
06.2012 - 07.2014

Microsoft + 30 exams passed including Azure and Office 365 -

Master of Business Administration -

Australian Institute of Business

Various Management and leadership courses -

Business Analysis -

BABOK

Prince2 Foundation -

ITIL v3 Foundation -

Diploma in Economics -

Open University London

Certificate in Sociology -

Open University London

Similar Profiles

CREATE PROFILE
Spiro Kappatos