Bianca: IT Incident and Problem Lead

Bianca Gulabani started her career, working as a technical support analyst in the UK, but the engineering graduate would go on to move thousands of kilometres away and end up working in the rail industry.

While working for an airline, Bianca came across an opportunity with Pacific National that she says offered her stability and the chance to better support her young family. “Pacific National was amongst the top five companies I short-listed based on their career opportunities and culture, so when I saw the advert for an IT Service Desk Team Leader, I knew it was right up my alley.”

She says transitioning from the aviation industry into rail was relatively seamless. “Both Qantas and Pacific National have a mature IT Service Management framework, so my skills and more specifically the ITIL capabilities that I had developed over the years, were translatable to my new role.”

Three years into her role, Bianca says being an integral part of the IT Service Delivery chain to ensure a consistent service for her fellow employees is one the aspects of her role she enjoys the most. “I have really enjoyed the learning and growth opportunities that I have been provided with. I started as an IT Service Desk Lead and within the first year was trained and given the opportunity to manage major IT incidents. With the support of my manager, I have widened my skill set to include other IT Service Management functions, which has helped me to continue to learn and grow.”

Key to performing her role effectively, is Pacific National’s values. “The Pacific National values are the guiding principles that play an important part in motivating me to do my best work. The value that most resonates with me is “Make it Simple”.  The rail industry has a huge frontline workforce and as a member of the IT team, we strive to ensure our workforce can easily use the all the tools and applications, to do their jobs effectively.”

Pacific National is working hard to improve and create a more inclusive and diverse workplace.

Bianca is excited about what the future holds. “Pacific National is a big company, with many opportunities to grow laterally within the organisation or move up.” Additionally, Bianca recognises she can always contribute and add immense value.  “Within the IT team, I can vouch that every woman has a voice at the table.”

Bianca is proud to work for a company that is prioritising inclusion and diversity. She believes the company’s various mentorship programs will help nurture her and other aspiring young women to grow into leadership roles. “Pacific National are working hard to improve and create a more inclusive and diverse workplace.  This will have great outcomes for everyone and will broaden the diversity of thought within the workplace, creating a more engaged workplace for me to shine and grow.”