Thamashin Naidoo

Experience

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  HR Computek

  Jan 2006 - Jan 2006

  Service Desk Agent
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  GijimaAst

  Dec 2006 - Oct 2012

  -Incident Management -Change Management-Service Level Management-Escalation Management-Reporting-Process Management -Assisting Users With Second Line Support-Active Directory -Remote Assistance -Aspect Telephone System-Incident Management -Change Management-Knowledge Base-Training on Remedy -Technical Training-Writing of Training Manuals -Assisting Users With First Line Support-Logging IT related calls -Active Directory -Remote Assistance -BMC Remedy -Aspect Telephone System-Knowledge Base-Basic SAP support.

  • Change Management

    Jun 2009 - Oct 2012

  • Customer Service Coordinator

    Sept 2008 - Jun 2009

  • Senior Field Service Engineer, Backoffice.

    Oct 2007 - Aug 2008

  • Help Desk Agent

    Dec 2006 - Sept 2007
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  Discovery Holdings

  Oct 2012 - Jul 2013

  Config and Release Team Lead

  The management of af all Discovery Health Systems and their CIs for all local and international clients. This includes clients in the UK, USA and China.

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  FNB South Africa

  Jul 2013 - Jun 2014

  IT Change Manager

  I was employed to implement a Change Management process at FNB Home Loans from scratch. I was required to setup the processes, tools, documents and instil a change management culture within the environment. I was responsible for ensuring changes are logged and tracked from early on in the development process, right from the time business hands over requirements to IT via the Business Analyst or Project Office. The Process tracked and approved changes through the development process, from ensuring that requirements, impact analysis and specifications were submitted to obtaining signoff from Dev to promote to test, signoff from test to promote to Pre-prod etc. All the while working closely with Release and Deployment Management to ensure planning and builds are completed correctly and timeously. I was also tasked with implementing CA Service Desk Manager for the Home Loans environment whilst establishing an Incident and Problem Management area. I was also the unofficial ITIL champion and I was involved in multiple Service Improvement initiatives as well as consulting on ITIL perspectives of new systems. Show less

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  Business Connexion

  Jun 2014 - Jul 2018

  In my role, I am dedicated to the Telkom account to manage and oversee the Services delivered by BCX to our customer. My role is to manage and maintain the existing business through a developed client retention strategy and to ensure service delivery to SLAs and continuous service improvement.My duties include:• Proactively monitor & manage client satisfaction with respect to service delivery.• To ensure risk management, service improvement management and capacity management (resources) are performed.• To ensure the consistent implementation of solutions and smooth delivery of service to clients.• To take overall responsibility for contractual fulfilment within his client during the service lifecycle.• To nurture the client and cultivate a relationship that will enable new growth opportunities.• To prevent revenue leakage and manage scope change billing.• Financial management• Continual service improvement• Maintain relationships with clients and monitor satisfaction • Manage compliance with SLA’s• Contract management• Service level management• Supplier management• Manage user satisfaction • Service lifecycle management Show less I am currently overseeing the Release and Deployment Management (RDM) Team in the ITIL Services environment. My team is responsible for managing the process for planning, building, testing, preparation for transition and deploying of changes across multiple clients. The team is responsible for ensuring all changes have a minimal negative effect on the systems we manage by ensuring that changes are properly planned, built and tested prior to deployment and that the deployment takes place as per the release plan. Metric include the attainment of both functional and non-functional requirements. I am currently in the process of improving the RDM Process to better integrate with the likes of Change Management for the deploying of Releases and Configuration, Capacity and Availability Management etc. for the ensuring that the Service Management Functions are part of the Release Process. I am also keen on ensuring that Release management takes a more central role to ensure that all changes are assessed and implemented in a holistic manner via the Release process. Show less

  • Service Integration Manager

    Jan 2016 - Jul 2018

  • Principle Business Consultant

    Jun 2014 - Jan 2016
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  FNB South Africa

  Aug 2018 - May 2024

  IT Vendor Manager

  My role is to create a single area of responsibility with regards to contact, vendor process creation and management, penalties, reporting, integration, on-boarding, escalation, SLA and contract management as well as vendor accountability management. My main focus is to reduce cost, standardize hardware, SLAs, service contracts and warranties, while reducing downtime, impact and business risk via improved resolution time. SLA Management is another key focus area.Objectives:• Identify all key vendors• Review and update existing vendor SLAs • Ensure all SLAs are addendums to master SLAs held by FNB Procurement• On-boarding of all vendors onto ITSM Tool and drive integration of tools• Develop and implement vendor call logging process and procedure internally and for vendors• Confirm all warranties, service and maintenance contracts on existing equipment• Set standard for warranties, service and maintenance contracts for equipment going forward• Identify the possibility to standardize on hardware or specific sets of hardware• Identify opportunity to consolidate purchases to maximize discounts• Identify and leverage off value-added services offered by vendors• Assist the architecture team to drive proposals and quotes for defined requirements• Vetting of new hardware technologies in collaboration with the I&O Architects• Relationship role with vendors where POC’s for new technology are conducted Show less

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  MagicOrange

  May 2024 - now

  Delivery Analyst - Manager