Stuart Hawkins

Experience

• 

  National Australia Bank

  Jan 2004 - Dec 2010

  I managed a team of 6 operators and incident managers, including writing and presenting Individual Development Plans, setting up Key Performance Indicators and writing and presenting assessments. The team’s main responsibilities were monitoring and actioning alerts and paging out support teams for errors on mainframes, midrange systems and batch jobs. This included escalating to managers of other departments when required, to facilitate speedy recovery. I was responsible for coordination of Incident recovery, effective skilling, coaching and mentoring of staff. Outside of business hours, I was responsible for Emergency Changes, Building Access requests and BECO (emergency procedures).Managing vendor relationships was also a key part of the role. Show less

  • Shift Manager Operations

    Jan 2007 - Dec 2010

  • Operations Workload Analyst

    Jan 2004 - Jan 2007
• 

  IBM

  Dec 2010 - Sept 2012

  Manager, Incident Management (NAB Account)

  I was responsible for coordination of incident management, facilitating system recovery by engaging technical resources and working with them until restoration of service. I was responsible for effective skilling, coaching and mentoring of other staff. Outside of business hours, I was responsible for Emergency Changes, Building Access requests and BECO (emergency procedures). Managed a team of 8 incident managers. Managed vendor / client relationships.

• 

  GE Capital

  Dec 2012 - Nov 2015

  Incident and Problem Management Leader

  I managed the Incident and Problem functions within General Electric Capital's Australian and New Zealand environments. I engaged support teams and vendors to resolve major Incidents and Problems, as well as reported to IT and Business stakeholders about critical issues within the environment.

• 

  Neptune Managed Services

  Feb 2016 - May 2016

  Incident and Problem Manager

  Responsible for engaging and advising customers during critical incidents and writing Incident reports to customers explaining issues and actions to resolve and prevent reoccurrence. Responsible for problem management and facilitating root cause analysis to determine the cause of an issue and implementing plans to prevent the issue occurring again. Responsible for reporting to senior leadership progress on all issues and statistics relating to Incidents and Problems.

• 

  CitiPower and Powercor

  Nov 2016 - Dec 2016

  Service Delivery Manager (Acting) (5 week contract)

  Responsible for Major Incident Management, running Major Incident Reviews and following up actions resulting from reviews.

• 

  Datacom

  Feb 2017 - Feb 2018

  Major Incident and Problem Manager
• 

  Bupa

  Apr 2018 - Aug 2018

  Incident and Problem Manager

  I manage high priority incidents and problems through to resolution

• 

  Vanguard

  Aug 2018 - Jun 2024

  Major Incident and Problem Manager

  Manage Major Incidents and Problems through to resolution

• 

  SS&C Technologies

  Mar 2024 - now

  Major Incident and Problem Manager at SS&C