AddressChange Management:
- Validate AUA App change requests, managing approvals and notifications
- Interface with Global Enterprise Change Management team
- Monitor all changes, that have potential for impacting Australian clients
- Ensure appropriate notification and communications are in place for major changes
- Change Management reports
- Chair Monthly "AUA EBS Disruptive Change" meeting
Problem Management :
* Identify Urgent and High incidents and significant recurring incidents & escalate as appropriate.
* Chair Daily Service Review meeting. Review all critical and high tickets logged since prior meeting and review upcoming changes impacting AoA
* Organize and track Post Incident Reviews (PIRs) from start to final management sign off
* Track Action items from PIRs
* Resolution or Known Error documentation
* Post Incident Review Closure
* Represent Problem Management at Daily Service Review and Production Operational Meeting
* Produce adhoc Remedy Incident reports as required.
* Produce reports for the Daily Service Review and Production Operational meeting
* Produce weekly unallocated tickets
* Produce critical and high ticket report
* Produce monthly Problem Management overview report
* Regular Problem Management reports are to be provided to analyse incidents and trends, and to facilitate the management of the process.
PC Compliance Admin:
Expiring 3rd Party VPN Users & list of planned removals, that have expired as Requests ( each 3rd Party VPN Request / form only cover 12 )
Shared / Service Account that has email, but no current BC / Shared accounts with Internet access etc
PC / Accounts with Screensaver but no current BC
PC's with Local SQL accounts on them
PC's with Local accounts on them, to either Individual account review, and also Bulk Delete Requests coming in from Global Security
PC's that have inappropriate accounts in Local Admin group
AD Groups without owners
Plus clear out DL groups in AD, as now in Cloud and not sync"ed
<<27/4 - Jackie has been deleting DL Groups in AD. Phase 1 (700 ) is 99% sorted, and Phase 2 is Security Enabled DL"s ( 300 in total ) and Jackie is working on them
<<24/8 - Jackie has wrapped up / deleted the DL Groups in AD
On a side note, we are also deleting many AD groups that Peter Stamp was listed as an Owner of
IDM Client Exits - IDM talks to ServiceNow & asks SN to generate a ticket to AA , Then AA as part of their 5 things to do, one is to manually logs ticket to Deb
Debbie on ~ Tuesday"s , review queue looking for Term tickets, adds some extra text to Worklog, the re-assigns to Deskside queues
Terminate Tickets / Tasks sitting in queue
<<28/11/2023 - expect monthly volume around 120
( As a side note, PowerBi does now have reports for FTE exists and Contractor Exits in IDM , that we could consider leveraging , but we have decided to just continue with Jackie"s currently Monthly Orphan report process to flag Orphaned PCs )
Approvals / co-ord for Wadmin accounts to have access to nominated PC local admin group
Users with Passwords not meeting Global Security Team standards
After the 2nd warning, the Security team, raise a ServiceNow Change, then they log a INC ticket thru to Peter with list attached, and Peter then changes p/w to random value
Account reset control process ticket / Force enable for Contractor accounts
General assistance with Business case submission
Complex software questions
DL"s without owners, general strange questions or issues
Follow up on IDM Self-Managed User accounts ( Compliance sends thru as an INC to Deskside Admin )
