TEJASWINI K
Whitby,ON
Summary
Results-driven IT Service Management and Service Delivery leader with over 10 years managing enterprise IT operations and service desks across multi-site environments. Expertise in incident, problem, change, and release management, ensuring SLA compliance and system reliability. Experienced in mentoring teams, vendor management, and aligning IT services with business objectives. Proven ability to drive continuous improvement and operational resilience in high-stakes situations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager, IT Service Delivery Management
Healthcare of Ontario Pension Plan - HOOPP
Toronto, Ontario
04.2025 - 12.2025
- Led service delivery and incident management for critical IT services across pension administration and laboratory systems, achieving SLA compliance of 90–100% and reducing business and clinical downtime by up to 25%, ensuring uninterrupted operations.
- Acted as the primary escalation point for high-impact incidents affecting payroll, retirement benefits, and lab operations, coordinating technical teams, vendors, and business stakeholders for rapid resolution.
- Directed problem management lifecycle, performing root cause analysis and implementing preventive solutions that reduced recurring issues by 20–25% and improved system uptime and service stability.
- Managed full lifecycle change management, including emergency and preventive updates, ensuring 98% implementation success while minimizing disruption to business or clinical services.
- Built and standardized incident response workflows and ITSM processes across pension and lab systems, achieving 20% reduction in resolution times and enhancing cross-team collaboration.
- Maintained 24/7 on-call coverage and led high-pressure incident response, ensuring continuous availability of retirement, payroll, and laboratory systems, achieving service availability up to 99%.
- Monitored service delivery metrics, including ticket volumes, SLA adherence, resolution times, and recurring incidents; produced operational dashboards and reports to drive data-informed decision-making.
- Partnered with cross-functional teams, including IT infrastructure, project management, and clinical stakeholders, to prioritize initiatives and align operational work with business objectives, accelerating delivery of system enhancements.
- Coordinated Operational Acceptance Testing (OAT), disaster recovery exercises, and business continuity planning, reducing resolution delays by 30% and ensuring readiness for major system outages.
- Leveraged tools such as ServiceNow, Azure DevOps, Splunk, and AppDynamics for incident, problem, and change monitoring, preventing potential major outages and improving proactive system management.
- Applied ITIL best practices to incident, problem, change, and knowledge management processes, standardizing workflows, improving operational consistency, and increasing team efficiency by 30%.
- Oversaw multiple IT support and service desk teams, establishing clear SLAs, coaching staff on prioritization and performance, and improving overall team adherence by 15–30%.
- Partnered with clinical and business stakeholders to identify support pain points, optimize IT service delivery, and enhance user satisfaction by up to 18%, fostering a 'Client First' approach.
- Reinforced cybersecurity, data protection, and privacy compliance, maintaining 100% adherence to organizational policies across IT operations.
- Implemented continuous improvement initiatives in service delivery, aligning ITSM and operational practices with organizational goals to achieve measurable efficiency gains.
- Managed technical infrastructure operations, including servers, storage, networking, cloud platforms, and digital certificates, ensuring IT services met domestic and international SLA commitments.
- Coordinated with vendors and internal teams to resolve known errors, maintain CMDB and configuration accuracy (98%), and improve reliability of pension, payroll, and laboratory systems.
IT Service Delivery Management Practice Lead
LifeLabs Medical Laboratory Services
Etobicoke, Ontario
03.2023 - 04.2025
- Oversaw daily operations of Service Desk and Desktop Support teams, resolving 95% of incidents and requests within SLA timelines, maintaining uninterrupted lab testing and reporting.
- Defined and managed SLAs with clinical and business units, achieving 100% compliance and ensuring clear expectations for IT service delivery in laboratory operations.
- Standardized ITSM processes across incident, request, change, and problem management following ITIL best practices, improving operational consistency and reliability.
- Acted as subject matter expert for critical lab IT incidents, reducing escalation cycles by 25% and accelerating response times for urgent clinical issues.
- Led root cause analysis for recurring system outages, implementing preventive solutions that boosted laboratory system uptime by 15%.
- Directed IT reliability improvement projects, reducing annual service outages impacting lab operations by 30%.
- Collaborated with cross-functional teams to resolve known errors in lab applications and instruments, enhancing efficiency and reducing repeat incidents by 20%.
- Coordinated with third-party vendors to ensure timely support for hardware and applications, maintaining seamless lab operations.
- Partnered with clinical and business stakeholders to identify support pain points, adapting service delivery approaches and increasing user satisfaction by 18%.
- Managed IT service budgets and resource allocation, ensuring compliance with approved limits and enhancing operational efficiency.
- Guided teams during high-pressure incidents, minimizing downtime impact on lab results and reporting.
- Developed training programs for service delivery staff to enhance performance and workload management.
- Led daily production control meetings for major incidents, evaluating business and clinical impact, minimizing adverse outcomes.
- Managed multiple IT support teams, ensuring adherence to contractual obligations and service quality standards, improving overall compliance by 15%.
- Enforced cybersecurity and privacy compliance across lab IT systems, promptly escalating risks and achieving 100% policy adherence.
- Validated affected lab services during incidents and changes, maintaining CMDB and configuration item accuracy at 98%.
- Communicated IT service performance and priorities with senior management, promoting a “Client First” approach and strengthening executive confidence.
- Drove customer-focused initiatives, reducing incident volumes, improving process adoption, and enhancing engagement across lab and clinical teams.
ITSM Delivery Manager
Morgan Stanley
Toronto, Ontario
03.2022 - 02.2023
- Owned the full lifecycle of problem tickets, overseeing monitoring, escalation, and reporting, achieving 100% compliance with postmortem and root cause analysis processes across IT infrastructure teams.
- Governed problem management practices, including process design, documentation, training, and tool enablement, enhancing operational consistency and efficiency.
- Advised on incident, problem, and change management processes, chaired CAB meetings, and aligned practices with ITIL standards to reduce service disruptions and SLA breaches.
- Led major incident investigations, performing detailed root cause analyses to implement permanent solutions or document temporary workarounds, reducing repeat incidents by 20%.
- Utilized ITSM and collaboration tools, including ServiceNow, Jira, and Confluence, to streamline incident, problem, and change workflows, improving tracking efficiency and visibility by 25%.
- Coordinated Agile teams during high-impact incidents and RCAs, managing conference calls, ensuring timely decision-making, and maintaining focus on service restoration and SLA compliance.
- Collaborated with global technical and operational teams to influence decisions that strengthened IT infrastructure stability and service delivery.
- Recommended process improvements and tool solutions to enhance customer satisfaction and mitigate operational risks.
- Gathered stakeholder requirements and presented insights from surveys and reports, guiding process improvements and driving higher service satisfaction scores.
- Maintained accurate and transparent documentation of incidents, problems, and changes using MS Office and other collaboration tools, enabling clear communication across IT and business teams.
- Analyzed complex technical incidents under pressure, translating findings into business terms for executives, reducing response time to critical incidents by 30%.
Systems Engineer- BA,Incident & Change Management
Tata Consultancy Services
01.2019 - 03.2022
- Acted as the single point of contact for escalations and management across multiple Shell Company divisions, streamlining communication and expediting issue resolution.
- Provided executive-level status updates through lifecycle of incidents, ensuring transparent communication.
- Developed CAB meeting representation and performed risk assessments, enabling informed decision-making for change initiatives.
- Implemented ITIL standards in support tasks, optimizing IT service management with ServiceNow tool.
- Followed Agile principles to manage change, driving adoption with effective quality control processes.
- Utilized Confluence and JIRA for documentation, tracking tickets, and supporting change initiatives.
- Delivered training on SNOW process and operations for Level 1&2 support teams, improving proficiency and effectiveness in support tasks.
- Facilitated international negotiations, leveraging knowledge and techniques to foster effective global collaboration.
Associate Infrastructure Engineer-Service Delivery
British Telecom
07.2015 - 12.2018
- Led incident, problem, and change management activities during business-impacting events, minimizing downtime and operational disruptions.
- Managed high-severity incidents in an Agile environment, ensuring timely workarounds and service restoration within SLA commitments.
- Facilitated bridge calls for critical incidents, coordinating cross-functional technical and operational teams to ensure timely resolution.
- Communicated incident status and updates to stakeholders via structured emails and dashboards, enhancing transparency and ensuring alignment with business priorities.
- Applied ITIL best practices to deliver consistent, high-quality incident and problem management, achieving SLA compliance and service reliability.
- Created and tracked problem tickets, driving root cause investigations and documenting preventive solutions to reduce recurrence.
- Prepared and presented KPI, SLA, and operational delivery reports, providing insights that enabled process optimization and continuous improvement.
- Leveraged advanced Excel functions, PivotTables, and data analysis to validate findings, support decision-making, and monitor operational performance.
Data Specialist
Prato Technologies LTD
03.2015 - 07.2015
- Documented developments in the Prato App and modified the website to facilitate accurate project tracking for upcoming installations in Prato Software.
Education
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
06-2013
Master of Technology - VLSI & Embedded Systems
Jawaharlal Nehru Technological University
03-2016
Skills
- Incident Management (P1/P2/P3) & Major Incident Coordination
- Problem Management & Root Cause Analysis (RCA)
- Change Management (Normal, Standard, Emergency) & Release Management
- Knowledge Management & Knowledge Base Optimization
- Service Request Management & Configuration Management (CMDB Accuracy & Maintenance)
- Service Level Agreement (SLA) Definition, Monitoring & Reporting (Domestic & International)
- IT Service Continuity, Disaster Recovery & Business Continuity Planning
- IT Asset & Service Portfolio Management
- Continuous Service Improvement (CSI) & Operational Efficiency Initiatives
- IT Service Reporting, Metrics Analysis, Dashboards, KPI Tracking & Trend Analysis
- Operational Acceptance Testing (OAT) & Post-Implementation Support
- IT Infrastructure Operations: Servers, Storage, Networking, Cloud Platforms
- Data Center Operations, UNIX/HP-UX, Microsoft Technologies
- Managed Services, Monitoring Tools (Splunk, AppDynamics), Job Scheduling Applications
- Systems Recovery, Data Protection & Security Compliance
- Application Development Support & Cross-Platform Technical Troubleshooting
- Digital Certificate Management & Operational Compliance
- IT Service Delivery Management & Business Alignment with IT Objectives
- Team Leadership, Coaching, and Mentorship of ITSM Managers & Direct Reports
- Cross-Functional Team Collaboration, Escalation Handling, Crisis Management
- Vendor Management & Third-Party Coordination (Contract Administration & SLA Oversight)
- Change Advisory Board (CAB) Facilitation
- Resource Planning, Workload Allocation & Performance Management
- Onboarding & Development of IT Teams
- Quality Planning, Process Control & Operational Risk Management
- Client Relationship Management & Client Satisfaction Improvement
- Business Impact Analysis, Operational Stability Assessment, and SLA Compliance
- Troubleshooting Complex Technical Issues & Providing Permanent Solutions
- Automation & Tool Enablement (ServiceNow, Jira, Confluence, Splunk, AppDynamics)
- Reporting and Documentation (Excel, PowerPoint, MS Office Suite)
- Driving Innovation & Continuous Improvement Initiatives
- Problem-Solving, Decision-Making & Critical Thinking
- Strategic Thinking & Process Improvement Mindset
- Conflict Resolution, Negotiation & Stakeholder Influence
- Calm Under Pressure / Crisis Leadership & Effective Communication
- Persuasive Communication Across Technical and Business Teams
Accomplishments
- Multiple Client and management appreciation in the form of rewards.
- Received Silver award for the Best performance in British Telecom.
- Received Extra support thank you card from British Telecom.
- Thanks for the Zillion (Best Performer) award for 2016-17 and 2017-18.
- 'Best Improved Services' award for all over BT for the year 2017-18 for a process improvement A3 which has saved over 2 million Pounds for BT.
- Received Bangalore Rank 1 top Performer Award for 6 consecutive months.
- Received TCS GEMS On Spot Awards for the years 2019 and 2020.
Tools And Technologies
HPSM, Jira, BMC Helix ITSM - Smart IT, ServiceNow, Bridge Clarify, e-Device, NG Auto Fix Bridge, BMC Remedy SmartIT, Cosmos, Oracle Verint i360, Chime, Dynatrace, Splunk, AppDynamics, Azure DevOps, Excel, PowerBI, Visio, HP uCMDB, ServiceNow CMDB, e-Data Build, e-Org, ADIM, HAT, DRA, AD Query, MBAM, Order Gateway, ESAC Supply Chain Management, Order Goto portal, Mailplus, Rekey portal, FixIT, iTrust, Active Directory, SAS portal, Windows XP, Windows 7, Windows 8, Windows 10, SCCM, Google, MS Office (PowerPoint, Word, Excel), Outlook, Lotus Notes 8.5 and 9, Skype, Teams, Yammer, MacAfee, Symantec End Protection, Mobile Iron, Good application, Confluence, O365, Citrix, CAD (Cisco Agent Desktop), Cloud, SharePoint 2012, SharePoint, Microsoft Visio, EPM, Moveworks AI.
Certification
ITIL V4 Certified
Timeline
Senior Manager, IT Service Delivery Management
Healthcare of Ontario Pension Plan - HOOPP
04.2025 - 12.2025
IT Service Delivery Management Practice Lead
LifeLabs Medical Laboratory Services
03.2023 - 04.2025
ITSM Delivery Manager
Morgan Stanley
03.2022 - 02.2023
Systems Engineer- BA,Incident & Change Management
Tata Consultancy Services
01.2019 - 03.2022
Associate Infrastructure Engineer-Service Delivery
British Telecom
07.2015 - 12.2018
Data Specialist
Prato Technologies LTD
03.2015 - 07.2015
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
Master of Technology - VLSI & Embedded Systems
Jawaharlal Nehru Technological University