Nilima Tiwari
Toronto,Canada
Summary
Visionary IT executive with over 20 years of global experience in IT operations, cloud computing, infrastructure, and transformation. Proven expertise in delivering innovative and cost-effective cloud solutions, IT strategy execution and enterprise-wide transformation initiatives. Recognized for enhancing operational efficiency, optimizing IT infrastructure and driving organization growth with cutting edge technology.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Vice President – IT Operations & Support Services
AVISO WEALTH
Toronto, ON, Canada
01.2021 - Current
- Company Overview: Aviso Wealth empowers better wealth management for all Canadians.
- Leads vision and strategy for all facets of technology and enterprise-wide transformation for Aviso, including technology operations and support for all infrastructure systems and applications. Drives strategic vision, operational excellence, and technical innovation across Aviso Technology, including IT operations and support for all infrastructure systems and applications.
- Consolidated two data centers within first six months. Created roadmap currently executing for IT Transformation to define technical debt, legacy applications, and moving to cloud platform. Reduced IT debt from $4M to $1.75M through renegotiating contracts.
- Lead the management of data center operations, including hardware provisioning, maintenance, and disaster recovery planning.
- Drove strategic initiative encompassing product development, program management, and information technology to develop Aviso’s Enterprise Cloud strategy, resulting in a potential 20% reduction in operating expenses and the ability to improve organizational agility and time to market.
- Developed and managed a comprehensive cloud migration strategy that increased efficiency and reduced costs by 40%.
- Driving strategic initiatives, maintaining IT risk/security posture, optimizing existing systems, and adopting AI and automation tools.
- Delivered previously nonexistent expertise and fresh perspective, industry standards, and diverse experiences through deep understanding of operations inside and outside organization.
- Led a global team of more than 20 technology and project delivery professionals in support of financial services institutions, including brokerage, pension, and insurance.
Assistant VP (Promoted) – Technology Support Services
CIBC MELLON
Toronto, ON, Canada
01.2019 - 01.2021
- Company Overview: CIBC Mellon serves the investment servicing needs of Canadian institutional investors and international institutional investors into Canada.
- Promoted quickly to previously non-existent AVP Role. Provides technical oversight of application monitoring, data management, and vendor relationship management services. Accountable for leading the development and execution of strategic plans to ensure ongoing operations success. Ensures solutions are designed in line with business requirements, regulatory compliance, and security standards.
- Led successful delivery of shared technology services at CIBC Mellon, including Incident Management, Problem Management, Access Administration, Campus Technology Support, and ongoing operational governance of 3rd party service providers. Reduced response time by 90%.
- Assisted lead in developing and implementing training programs to support developmental goals of the organization, including top-down initiatives and bottom-up requests.
- Accountable for the successful delivery of CIBC Mellon Production Applications and Technology Infrastructure to support top global financial institutions, serving across multiple service providers by leveraging and maturing core ITIL technology processes.
- Managed and directed knowledge management activities to ensure timely and accurate SLA reporting, including KPI benchmarks and monthly performance reports.
Senior Manager – Service Delivery
L&T Infotech Financial Services
Mississauga, ON, Canada
01.2016 - 01.2019
- Company Overview: Indian multinational information technology services and consulting company based in Mumbai, India 2017.
- Developed overall strategy for infrastructure services based on IT trends and customer requirements, improving IT service management tools, and leading to customer satisfaction. Provided 24/7 service delivery and ensured compliance with KPIs and RPOs, RTOs, ensuring disaster recovery architecture. Resolved a range of software development issues.
- Achieved 30% productivity increase and 18% cost savings through leading performance improvements and streamlining processes.
- Generated continuous improvements to core tools and processes, including 10 ITIL processes, facilitating an effective transition from legacy to new tools while ensuring business continuity.
- Improved quality and CSAT by 20% through offshoring model.
- Demonstrated project management skills in defining goals and plans, managing resources, outlining requirements, and liaising with application development product managers to achieve results.
- Generated continuous improvements including 10 core ITIL processes, employing change management methods to migrate tools while ensuring business continuity.
Lead Service Delivery Manager
IBM Global Services
Toronto, Canada, Canada
01.2013 - 01.2016
- Company Overview: Professional services arm of IBM. Along with IBM’s Global Technology Services division.
- Elevated the service delivery process for the data center and desktop application divisions by refining the management structure, creating a standard operating procedure, and establishing a more centralized hub for information distribution. Spearheaded several technical projects across data center consolidation, service creation, IT infrastructure transformation, and desktop application management.
- Monitored performance of transition readiness reviews to ensure that all service delivery requirements were met before business units went live. Managed procurement processes and vendor relationships, developing a system to monitor contract agreements.
- Created and executed user acceptance testing strategy for Business Analytics; streamlined governance process and trained team members.
- Championed crisis management efforts by creating and implementing a global incident management process to track and resolve major issues.
- Produced 8% of cost savings and enhanced productivity by 20%.
- Tracked processes, managed change control and acceptance into service procedures while ensuring compliance with service delivery governance standards to maximize service quality.
- Integrated service delivery units and quality of end-to-end client service delivery.
- Early Career
- Program Manager (2012-2013)
- Client Support Manager (2009-20012)
- Service Delivery Manager (2006-2009)
- Team Manager (2005-2206)
- System Operations Lead Specialist (2003-2005)
Education
Master of Business Administration Degree - Marketing & HR
Indian Institute of Advanced Management
Bachelor of Commerce Degree - undefined
Andhra University
Skills
- Cloud Infrastructure & Migration Strategy
- IT Operations & Service delivery
- Cyber Security & Risk Management
- Data Center Consolidation & Disaster Recovery
- Change Management & process Redesign
- Agile, Scrum & ITIL Methodologies
- Strategic planning & Vendor Governance
- Budget Management & cost Optimization
Certification
- ITIL 4 Foundations
- ITIL Service Manager
- Certified Scrum Master
- Client Relationship Skills
- Cross-Cultural Sensitivity
- COBIT5
- Certified Artificial Intelligence Transformation leader (CAITL)
Languages
English
Full Professional
Timeline
Vice President – IT Operations & Support Services
AVISO WEALTH
01.2021 - Current
Assistant VP (Promoted) – Technology Support Services
CIBC MELLON
01.2019 - 01.2021
Senior Manager – Service Delivery
L&T Infotech Financial Services
01.2016 - 01.2019
Lead Service Delivery Manager
IBM Global Services
01.2013 - 01.2016
Master of Business Administration Degree - Marketing & HR
Indian Institute of Advanced Management
Bachelor of Commerce Degree - undefined
Andhra University