Tamim Tayabali
Sydney,Australia
Summary
Knowledgeable Operations and Major Incident Manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
7
7
years of professional experience
Work History
SIAM Operations Manager
Kinetic IT
Sydney, NSW
10.2025 - Current
- Refined processes to enhance operational efficiency and achieve cost reduction.
- Directed implementation and maintenance of Service Integration and Management (SIAM) operational framework to enhance service delivery.
- Streamlined communication and coordination efforts across various service providers and internal IT teams to support project objectives.
- Define, implement, and continuously improve end-to-end (E2E) service management processes.
- Govern adherence to ITIL processes (Incident, Problem, Change, Major Incident, etc.).
- Chair operational governance forums and service review meetings.
- Oversee day-to-day IT service operations across multiple vendors.
- Provide leadership and escalation management for high-priority incidents
- Lead, mentor, and develop a team of 10 service management professionals.
- Set performance objectives aligned to operational KPIs.
- Foster a culture of ownership, collaboration, and continuous improvement.
- Conduct 1:1s, performance reviews, and career development planning.
- Act as the primary operational interface between IT and business stakeholders.
- Provide executive-level reporting on service health and risks.
- Translate technical issues into business impact language.
- Support peak business periods with proactive risk mitigation planning.
- Produce and analyse operational dashboards and trend reports.
- Monitor incident ageing, problem backlog, and change success rates.
- Provide insight-driven recommendations to senior leadership.
- Track and report on CSI (Continual Service Improvement) initiatives.
Incident Process Manager
Kinetic IT - Qantas & Jetstar Airlines
Mascot, NSW
08.2023 - 09.2025
- Streamlined process workflows by identifying inefficiencies and implementing targeted improvements.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
- Enhanced operational performance by conducting regular audits and making necessary adjustments to incident processes.
- Increased overall productivity by providing training and support for team members in best practices and techniques.
- Empowered team members to take ownership of their roles by providing clear expectations, guidance, and support in achieving personal performance objectives.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to service partners and Major Incident Managers.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
Major Incident Manager
Bank Of Queensland & MEBank
03.2023 - 07.2023
- Manage, coordinate the BoQ Major Incidents that cause significant outage or have the potential to cause significant outage to the business units providers, internally and externally while adhering to the Major Incident Management process.
- Ensure that business impact is identified and clearly articulated, liaising with the Service operation managers (SOMs).
- Work with Change Management and implementation teams when a change deviates from plan and ensure that the correct outcome for the Business is observed in deciding to move forward or roll back the change.
- Participate in Post Incident Reviews to drive incident reduction, and repeat occurrences.
- Responsible for managing clear and timely communication with internal stakeholders, such as senior management, business units, and IT teams, to ensure they are kept informed about the status of major incidents.
- Maintain accurate incident records, including detailed reports on major incidents, their impact, actions taken and lessons learned in ServiceNow to be used for post incident reviews, regulatory compliance and continuous improvement of incident management processes.
Major Incident Manager
Qantas & Jetstar Airways Airlines
03.2021 - 02.2023
- Providing 24/7 incident coordination and resolution by prioritizing P1 and P2 incidents according to severity.
- Ensuring that processes are being performed at a high level of quality to meet Operational Level Agreements.
- Leading and facilitating investigation activities and required communication between all involved parties.
- Forming collaborative action plans towards resolution and managing conflicts.
- Creation of high-level summaries and briefings for executive stakeholders.
- Proactively participate in Post-Incident Reviews and Continual Service Improvements.
Associate Systems Engineer
Qantas & Jetstar Airways Airlines
10.2019 - 03.2021
- Responsible in creation and maintenance of onboarding scripts, license provisioning, and other automation processes in place.
- Responsible in SOE machine maintenance and rebuilds.
- BCP testing and evaluation from technical perspective.
Associate Systems Engineer
Origin Energy
06.2019 - 09.2019
- Providing 2nd level technical support to Origin employees face-to-face onsite (IT Kiosk), over telephone, email, and remote assistance.
- Responsible in SOE machine maintenance and rebuilds.
- Creating, reviewing, and publishing knowledge articles.
Education
Certificate IV - Networking
TAFE Ultimo
Bachelor of Information Technology - Networking
Western Sydney University
Sydney, NSWSkills
- Strong verbal communication
- Calm in challenging environments
- Strong organizational skills
- Strategic problem-solving skills
- Crisis management coordination
- Experience with ITIL v4 framework
- Streamlining incident workflows
- Comprehensive report drafting
- Process Automation
- Process Improvement
- Problem-solving
- Team leadership
- Operations management
- Customer service
LANGUAGES
English
Hindi
Swahili
Interests
- Documenting and sharing travel experiences
- I like working with my hands and fixing things
- Food Photography
- I like trying new recipes and food trends
- I enjoy cooking for friends and family gatherings
- Learning new cooking techniques and expanding my culinary skills
Timeline
SIAM Operations Manager
Kinetic IT
10.2025 - Current
Incident Process Manager
Kinetic IT - Qantas & Jetstar Airlines
08.2023 - 09.2025
Major Incident Manager
Bank Of Queensland & MEBank
03.2023 - 07.2023
Major Incident Manager
Qantas & Jetstar Airways Airlines
03.2021 - 02.2023
Associate Systems Engineer
Qantas & Jetstar Airways Airlines
10.2019 - 03.2021
Associate Systems Engineer
Origin Energy
06.2019 - 09.2019
Bachelor of Information Technology - Networking
Western Sydney University
Certificate IV - Networking
TAFE Ultimo