Jeremy Tennant

Jeremy Tennant

Senior Problem Management Specialist | ITIL OSA, RCV, PPO, SOA, CSI | Kepner Tregoe | Banking, Telco, Shared Services

Location
Melbourne, Australia
Industry
Information Technology and Services

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Jeremy Tennant's Overview

Current
  • Problem Manager, Premium (NAB, Australia Post Accounts) at Telstra
Past
  • Service Desk Analyst at Suncorp
  • Personal Insurance Consultant at Suncorp
Education
  • ITIL
  • Kepner Tregoe
  • ITIL
  • ITIL
  • ITIL
  • ITIL
  • ITIL
  • PRINCE 2
  • ITIL
Connections

292 connections

Jeremy Tennant's Summary

I am a specialist Problem Manager with over seven years experience in Banking (Suncorp), Communications (Telstra – to NAB and Australia Post) and Government (IT Shared Services). I am assertive, a strong communicator, and I’ll hit the ground running.

Specialities:
• Day-to-day proactive/reactive management of Problems within large organisations.
• Implementing Problem and Incident Management processes from scratch.
• Improving the maturity of existing Problem and Incident Management processes.
• Experience with BMC Remedy implementations.
• Using Kepner Tregoe Problem Solving to lead teams to uncover the root cause of complex problems.
• Ability to negotiate with and influence decision makers in order to achieve successful outcomes.

Certifications:
• Kepner Tregoe Problem Solving and Decision Making
• ITIL Operational Support and Analysis (OSA)
• ITIL Release Control and Validation (RCV)
• ITIL Planning Protection and Optimisation (PPO)
• ITIL Service Offerings and Agreements (SOA)
• ITIL Continual Service Improvement (CSI)
• ITIL Foundation
• PRINCE2 Foundation

Jeremy Tennant's Experience

Problem Manager, Premium (NAB, Australia Post Accounts)

Telstra

Public Company; 10,001+ employees; TLS; Telecommunications industry

September 2012Present (1 year 11 months) Melbourne

Operational
• Leading teams through the diagnosis of several high profile and complex investigations.
• Delivered a reduction in events across the managed WAN environment through proactive Problem Management.
• Created automated reports that enable me to effectively perform Proactive Problem Management.

Strategic
• I was a primary contributor and Premium Problem Management SME for Telstra’s development and implementation of ISM’s Essentials product.
• Established Service Desk/Problem Management forum to drive a reduction in Incidents, and visibility of Known-Errors on the Australia Post account.
• Developed and owned the delivery of Telstra's Problem Management procedure to Australia Post. Presented final procedure to stakeholders, which was accepted on the first pass.
• Developed automated Problem Management reports for the Australia Post account which were accepted by all stakeholders.
• Developed and contributed to the development of Root Cause analysis procedure and the development of NAB-Telstra business rules when NAB was my customer.

Problem Manager

Victorian Government

August 2009September 2012 (3 years 2 months)

• Senior Problem Manager trusted and responsible for mentoring new Problem Managers, and seconded/work experience staff.
• As Problem Management SME; I was involved in transitioning to the BMC Remedy platform from HPOV. I ensured that the BMC Remedy platform was suitable for Problem Management requirements and successfully enacted Problem Management procedure for several government departments using the Remedy platform.
• Trusted to liaise directly with our Executive Leadership Team, Chief Executive and customers.
• Strong understanding of ITIL Service Operations. Used this knowledge (and practical experience) to implement and mature frameworks for managing problems across ten Victorian Government departments.
• Understanding of Kepner-Tregoe problem analysis and decision making framework.
• Managed critical problems to successful resolution and formal conclusion. Lead virtual teams and worked alongside customers ensuring successful outcomes for all stakeholders.
• Produced and presented performance metrics and identified areas for improvement.

Government Agency; 10,001+ employees; Government Administration industry

January 2009August 2009 (8 months)

• Accountable and responsible for the operation, and health of the Major Incident process.
• Lead virtual teams during the management of Major Incidents and when performing reviews.
• Awareness of Service Level Agreements and leading teams to the timely resolution of Incidents.

Problem Management

Suncorp

Public Company; 10,001+ employees; Financial Services industry

November 2006January 2009 (2 years 3 months)

• Lead virtual teams to resolve numerous problems across various companies in the Suncorp group.
• Worked seamlessly between IT and the business to ensure collaborative and successful outcomes.
• Learned the importance of liaising with peers in Incident, Change and Configuration Management to understand the history of affected platforms.
• Part of a highly successful team in a high-pressure environment.

Service Desk Analyst

Suncorp

Public Company; 10,001+ employees; Financial Services industry

June 2006November 2006 (6 months)

Delivering friendly service to customers whilst learning about the impact of business critical systems being unavailable.

Personal Insurance Consultant

Suncorp

Public Company; 10,001+ employees; Financial Services industry

July 2004June 2006 (2 years)

High achiever including records for “Highest sales in one day” and “Most sales in one week”.

Jeremy Tennant's Education

ITIL

ITIL Intermediate - Operational Support and Analysis (OSA)

20132013

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• The Service Desk
• Common OSA Functions
• Technology and Implementation Considerations

Kepner Tregoe

Problem Solving and Decision Making

20132013

• Situation Appraisal
• Problem Analysis
• Decision Analysis
• Potential Problem Analysis
• Potential Opportunity Analysis

ITIL

ITIL Intermediate - Continual Service Improvement (CSI)

20132013

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Method and Techniques
• Organisation for Continual Service Improvement
• Technology Considerations
• Implementing Continual Service Improvement
• Challenges, Critical Success Factors and Risks

ITIL

ITIL Intermediate - Planning Protection and Optimisation (PPO)

20132013

• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management

ITIL

ITIL Intermediate - Service Offerings and Agreements (SOA)

20132013

• Service Catalog Management
• Service Portfolio Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management for IT services
• Business Relationship Management

ITIL

ITIL Intermediate - Release Control and Validation (RCV)

20132013

• Change Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Release and Deployment Management
• Request Fulfillment
• Change Evaluation
• Knowledge Management
• RCV Roles and Responsibilities
• Technology and Implementation Considerations

ITIL

ITIL v3 Foundation, IT Service Management

20102010

PRINCE 2

PRINCE 2 Foundation, Project Management

20102010

ITIL

ITIL v2 Foundation, IT Service Management

20072007

Jeremy Tennant's Skills & Expertise

  1. Problem Management
  2. IT Service Management
  3. ITIL
  4. Incident Management
  5. Stakeholder Management
  6. Service Delivery
  7. Service Management
  8. Service Improvement

Jeremy Tennant's Additional Information

Interests:

Mixed Martial Arts, Muay Thai, Brazilian Jiu Jitsu, Photography, Drum and Bass Music, Classical Music, Jazz Music, Family and Friends.

Groups and Associations:

Contact Jeremy for:

  • career opportunities
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  • new ventures
  • job inquiries
  • expertise requests
  • business deals
  • reference requests
  • getting back in touch

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