TEJASWINI K
Whitby,Canada
Summary
Experienced IT Service Delivery leader with over 10 years in managing IT operations, service desks, and desktop support in complex environments. Leads high-performing teams to ensure service stability, accountability, and compliance with security standards. Expertise in incident, problem, change, and request management, along with ITIL-based service management and continuous improvement initiatives. Focused on enhancing user experience and translating technical challenges into business impacts.
Overview
11
11
years of professional experience
Work History
Senior Manager IT Service Management
HOOPP
05.2025 - 11.2025
- Coordinated P1/P2 major incident response, ran executive bridges, and aligned technical teams to accelerate return-to-service while minimizing business disruption.
- Led the Incident Management function, driving timely restoration of services and giving stakeholders clear, concise updates during high-impact events.
- Served as the escalation point for complex and high-impact incidents, coordinating technical teams, vendors, and stakeholders to restore service and communicate status clearly.
- Oversaw incident and problem management workflows, facilitating root cause discussions and follow-up actions to reduce repeat issues and improve service stability.
- Maintained on-call coverage for the service delivery team and supported major incidents and urgent escalations after hours.
- Monitored service performance metrics, identifying trends in ticket volumes, resolution times, and SLA compliance to address areas needing attention.
- Prepared operational reports and summaries for IT leadership, emphasizing risks, recurring issues, and opportunities for improvement.
- Built and refined incident management procedures, strengthening consistency, compliance adherence, and communication flow across IT and business groups.
- Drove full Problem Management lifecycle, maintaining the problem database, tracking long-running issues, and improving visibility into recurring patterns.
- Facilitated detailed RCA reviews and post-incident debriefs, capturing lessons learned and turning them into process improvements or preventive controls.
- Chaired the Change Advisory Board, reviewed technical change submissions for risk and alignment, and ensured changes moved through the process smoothly with minimal service impact.
- Managed the full Change Management workflow, impact analysis, approvals, scheduling, communication, deployment oversight, and post-implementation validation.
- Directed emergency change handling, quickly coordinating approvals, documenting justifications, and ensuring stakeholders were informed throughout.
- Partnered with BCM and DR teams during large-scale or threshold-exceeding incidents, tightening escalation paths and strengthening cross-team coordination.
- Used ServiceNow and Azure DevOps to manage incident, problem, and change data, and leveraged Splunk and AppDynamics to spot issues early and trigger proactive action.
- Created service performance dashboards and trend reports to enhance IT leadership and investment teams' understanding of reliability, operational risks, and improvement priorities.
- Promoted continuous improvement by coaching teams, tightening process discipline, and aligning ITSM practices with organizational goals.
- HealthCare of Ontario Pension Plan.
Change & Problem and Major Incident Practice Lead
LifeLabs Medical Laboratory Services
04.2023 - 05.2025
- Led daily production control meetings for major local and global incidents, assessing customer impact and reducing adverse business impact.
- Determined root causes of availability impacts and developed solutions to address them.
- Ensured service desk processes aligned with ITIL practices, including incident, request, change, and problem management.
- Partnered with multiple groups to implement solutions to known errors and increase efficiencies.
- Managed day-to-day operations of the Service Desk and Desktop Support teams, ensuring incidents, service requests, and user issues were handled consistently and within agreed timelines.
- Partnered with clinical and business stakeholders to understand support pain points and adjust service delivery approaches accordingly.
- Coordinated with third-party vendors for hardware, application support, and managed services, following up on missed SLAs and service issues.
- Drive project implementation plans that enhance system reliability.
- Supported budget planning and cost tracking for service delivery operations, helping ensure spend remained within approved limits.
- Validated and updated impacted services in CMDB and configuration items by collaborating with technical teams during incidents and changes.
- Reinforced cyber security and privacy expectations within the team, escalating potential risks and ensuring adherence to organizational policies.
- Coached service delivery staff on performance feedback and workload prioritization, driving steady improvement in service delivery.
- Maintained a calm, practical approach during high-pressure situations, helping the team stay focused and effective during service disruptions.
- Develop and maintain 100% Service management SLAs with the business.
- Communicate with top management about aligning IT services to the business needs, by ensuring 'Client First ideology'.
- Ensure customer satisfaction, reduced incidents/support calls, and increased awareness around improvements.
- Established service-level agreements by negotiating with business units and information technology managers.
- Led multiple teams and held responsibility for team members' adherence to contractual requirements and timelines.
- Oversaw operations in Canada.
IT Change Management/Major Incident Manager/Problem Manager/BA- ITSM Manager
Morgan Stanley
04.2022 - 03.2023
- Conducted a Major Incident analysis to identify the root cause and understand contributing factors throughout the incident's lifecycle. Performed Root Cause Analysis to determine actions needed to eliminate the root cause or document repeatable workaround methods as a temporary solution.
- Interacted with global teams at all levels to influence decisions impacting operational stability and consulted on Incident Management, Problem Management, Change Management processes, and CAB meetings to enhance ITSM service delivery.
- Gather requirements from stakeholders and then present survey reports.
- Used MS Office, and Outlook for documentation. Tracked changes in Excel Spreadsheets and prepared reports.
- Used IT Service Management (ITSM) tools like ServiceNow, Jira and Confluence.
- Worked in an agile environment. Coordinate a large group of technical resources during root cause analysis while maintaining control of conference calls. Interact with and influence people/groups of widely varying disciplines and backgrounds.
- Managed problem tickets as Problem Manager, oversaw lifecycle processes and ensured compliance with postmortem procedures across I&T groups.
- Governed Problem Management practice within I&IT through process management, documentation, training, communication, and tool enablement, recommending approaches that improved customer satisfaction and financial outcomes.
- Ability to rapidly absorb and understand complex technical situations under pressure and translate technical incidents into business terms.
- Montreal, Canada.
Technical Lead/BA - Change Management ITIS- Admin/Incident Management (ServiceNow)
Tata Consultancy Services
02.2019 - 04.2022
- Act as a single point of contact for internal and external escalations and management across multiple divisions of Shell Company.
- International experience, ideally working with partnering companies, both on and offshore. Supports one or larger change initiatives.
- Followed Agile principles for change management. Provide executive-level status updates through the lifecycle of an incident.
- Used Confluence and JIRA for documentation and tracking tickets.
- Ensuring effective quality control processes are in place to monitor deliverables produced. Deploys change tools to drive the adoption of new behaviors.
- Contributed to CMDB and asset management services, including business services, service offerings, and configuration item relationships.
- Created CAB (Change Advisory Board) meeting representation of changes and doing a risk assessment of changes.
- Understand and Implement ITIL standards in the day-to-day support tasks.
- Provided system documentation and training to the Level 1&2 support team.
- Core competency areas include IT Service Management using ServiceNow Tool.
- Involved in IT service management (ITSM) and the ITIL business process.
- Provided training on the SNOW process, Operations and capability to all required teams.
- Experienced user of MS Office (Excel, Outlook, Word, Project and PowerPoint).
- Acted as the primary escalation point of contact, facilitating communication between teams during critical incidents. Initiate bridge calls, drive communications and provide updates on the process within the SLA with multiple teams to get the issue resolved also the client is updated on the same.
- Communicating with the Major Incident Management team and next-level teams regarding process updates and sharing process knowledge daily.
- Prepared reports of incidents and discussed the updates with the resolver groups' daily review calls. Proactively manage and respond to P1 Problem tickets and related activities.
- Monitor health, usage and overall compliance of ServiceNow and its applications - working closely with the IT Compliance team to ensure audit requirements are met accurately and timely.
- Ensure the correct technical staff is working on an incident and escalate issues during the issue resolution.
- Managing staff to ensure that all milestones are achieved within the agreed timeframes.
- Integrate, on an international level, extensive knowledge, techniques and practices to conduct negotiations.
- Created Knowledge articles to document the steps in creating the Catalog item and Review and update the Knowledge base (KB articles).
- Develop and implement escalation processes between local BU supply chain teams and post-launch communication routines to share learning across internationals like the US, Canada, UK.
- India.
Incident/Change/Associate Infrastructure Engineer as an SME Open reach LOB
British Telecom
08.2015 - 01.2019
- Provides incident, problem, and change management leadership for team members during high-severity, business-impacting issues.
- Run the Bridge call for all Critical incidents with all required teams and stakeholders.
- Worked in an agile environment. Managing Critical Incidents and providing a workaround within the given SLA.
- Collaborated with stakeholders through regular updates during critical incidents to ensure alignment and information flow.
- Followed ITIL procedures to deliver quality services and restored service according to the agreed SLA.
- Monitored the effectiveness of incident management and suggested recommendations for improvement.
- Played a key role in driving, developing, managing and maintaining the major incident process and associated Application support groups.
- Create a problem ticket and assign it to the problem management team for identifying.
- Provide E2E data management information on the raised incidents and service requests.
- Prepared and presented key performance indicator reports and delivery reports on daily, weekly, and monthly basis to track service performance.
- All LOB performance reporting (Service Now, Excel).
- Handling/Resolving Ad-hoc Queries received via mail.
- Employee CARE representative for ensuring employee work-life balance.
- Experience working as Lead for a team of 14 as a delegate.
- Workforce management. People staffing and scheduling as Queue Manager.
- Maintained dashboards and managed monthly reviews of service agreements to ensure compliance and performance tracking.
- Manipulate and structure data using advanced Excel functions such as VLOOKUP etc. and validate data using Pivot tables.
- Participated in data center operations.
- Supported operations in India.
Data Specialist
Prato Technologies LTD
04.2015 - 08.2015
- Monitored updates to Prato App, website changes, and new installations in Prato Software to ensure accurate information dissemination.
Education
Master of Technology - VLSI & Embedded Systems
JNTU-K
07-2016
Bachelor of Technology - Electronics and Communication Engineering
JNTU-K
05-2013
Skills
- Problem Management
- Incident Management
- Knowledge Base Management
- Change Management
- Continuous Service Improvement
- Quality Planning and Control
- Escalation Handling
- Client Communication Handling
- Client Relationship Building
- Vendor Management
- Project Management
- Contract Administration
- Liaison & Coordination
- Team Building and Management
- Troubleshooting Skills
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, Service Now, Bridge Clarify, e-Device, NG Auto Fix Bridge, BMC Remedy Smart's, Cosmos, Oracle Verint i360, Chime, Dynatrace, Splunk, Excel, Power's, Service Now, Visio, Jira, HP uCMDB, Service now CMDB, e-Data Build, e-Org, ADIM, HAT, DRA, AD query, MBAM, Order Gateway, ESAC Supply Chain Management, Order Goto portal, Mailplus, Reeky portal, FixIT, MS Visio for process maps, illust, 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, Yammer, McAfee, Symantec end protection, Mobile Iron, Good application, Confluence, O365, Citrix, Troubleshooting on Internet issues in Laptop and iPhone, iPhone setup, CAD (Cisco Agent Desktop), Cloud, SharePoint 2012 website, SharePoint, Microsoft Visio, EPM,MoveWorks AI.
Timeline
Senior Manager IT Service Management
HOOPP
05.2025 - 11.2025
Change & Problem and Major Incident Practice Lead
LifeLabs Medical Laboratory Services
04.2023 - 05.2025
IT Change Management/Major Incident Manager/Problem Manager/BA- ITSM Manager
Morgan Stanley
04.2022 - 03.2023
Technical Lead/BA - Change Management ITIS- Admin/Incident Management (ServiceNow)
Tata Consultancy Services
02.2019 - 04.2022
Incident/Change/Associate Infrastructure Engineer as an SME Open reach LOB
British Telecom
08.2015 - 01.2019
Data Specialist
Prato Technologies LTD
04.2015 - 08.2015
Master of Technology - VLSI & Embedded Systems
JNTU-K
Bachelor of Technology - Electronics and Communication Engineering
JNTU-K