Mark Henderson
About Mark Henderson
Mark Henderson is a Service Management Specialist at QBE Insurance in Sydney, where he has worked since 2010. He specializes in root cause analysis and the implementation of strategies to prevent incidents, while also managing major incidents and overseeing service levels.
Work at QBE Insurance Group
Mark Henderson has been employed at QBE Insurance Group since 2010, serving as a Service Management Specialist. In this role, he is responsible for conducting root cause analysis and implementing remediation strategies to prevent the recurrence of incidents. He coordinates reviews for incident and problem management processes as necessary. His work involves managing major incidents that affect both infrastructure and application development teams, with a focus on Priority 1 and Priority 2 issues. Additionally, he oversees the management and reporting of service levels and service level agreements.
Education and Expertise
Mark Henderson obtained a Bachelor of Engineering in Electrical/Electronic from the University of Southern Queensland, where he studied from 1990 to 1994. His educational background provides him with a solid foundation in engineering principles, which he applies in his current role in service management. Prior to his current position, he worked as a Service Delivery Specialist at QBE Insurance from 2008 to 2010, further enhancing his expertise in service management and incident resolution.
Background
Mark Henderson completed his secondary education at Mullumbimby High School, where he studied from 1983 to 1989. His early education laid the groundwork for his later academic pursuits in engineering. After finishing high school, he attended the University of Southern Queensland, where he earned his degree in Electrical/Electronic Engineering. This educational trajectory has contributed to his professional development and expertise in service management.
Achievements
Throughout his career at QBE Insurance, Mark Henderson has played a significant role in improving incident management processes. His responsibilities include conducting root cause analyses and implementing strategies to mitigate future incidents. By managing major incidents and overseeing service levels, he has contributed to the overall efficiency and effectiveness of service delivery within the organization.