TEJASWINI K
Summary
IT Service Management and Service Delivery leader with over 10 years of progressive experience managing enterprise IT operations, service desks, and desktop support teams in complex, multi-site environments. Demonstrated success in end-to-end ownership of incident, problem, change, and request management, consistently delivering reliable, customer-focused services, while reducing downtime and improving SLA compliance. Proven ability to lead and mentor high-performing teams, onboard ITSM managers, and drive accountability, achieving measurable improvements in operational efficiency and user satisfaction. Experienced in managing multi-million-dollar budgets, vendor relationships, and contract compliance, ensuring service delivery aligns with business priorities and ITIL best practices. Known for calm, decisive leadership during major incidents, after-hours escalations, and critical operational events, translating complex technical issues into actionable business insights for senior leadership, and clinical or operational stakeholders. Expertise includes ITIL-based service management, CMDB and configuration management, service metrics, continuous improvement initiatives, and regulatory compliance. Collaborative, people-first leader with strong analytical skills, attention to detail, and a focus on driving process improvements, enhancing user experience, and strengthening organizational resilience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager IT Service Management
HOOPP
Toronto, Ontario
04.2025 - 12.2025
- Led the Incident Management function, driving resolution of high-impact incidents with an average 90% SLA compliance, and providing stakeholders with clear, timely updates, which reduced business downtime by 25%.
- Coached and mentored ITSM managers and direct reports, onboarded new leaders, and established performance expectations, enhancing team effectiveness by 30% and ensuring consistent delivery of IT services.
- Acted as the escalation point for complex incidents, coordinating cross-functional technical teams, vendors, and stakeholders.
- Oversaw incident and problem workflows, facilitating root cause analyses, and follow-up actions that cut repeat incidents by 20% and improved overall service stability.
- Collaborated with senior IT leadership to prioritize initiatives, aligning operational work with business goals and capacity, resulting in a 15% faster delivery of key service improvements.
- Maintained 24/7 on-call coverage for critical service delivery during major incidents and escalations, achieving a 99% service availability rate.
- Monitored service metrics, including ticket volumes, resolution times, and SLA compliance; identified trends, and proactively addressed areas of concern, improving efficiency by 18%.
- Prepared operational reports and dashboards for IT leadership, highlighting risks and recurring issues, which informed investment decisions and drove a 12% reduction in service interruptions.
- Coordinated P1/P2 major incident response, running executive bridges, and aligning technical teams to accelerate return to service, minimizing business disruption, and reducing incident duration by 35%.
- Built and refined incident management procedures, standardizing processes and communication flows, resulting in 20% faster incident handoffs across IT and business units.
- Directed the full Problem Management lifecycle, tracking long-running issues and recurring patterns, improving visibility, and reducing critical problem recurrence by 25%.
- Facilitated detailed RCAs and post-incident reviews, converting lessons learned into preventive controls that mitigated future high-impact outages.
- Chaired the Change Advisory Board, reviewing technical change submissions for risk and alignment, achieving a 98% successful change implementation rate, with minimal service impact.
- Managed end-to-end Change Management workflow, including impact analysis, approvals, scheduling, communication, deployment, and post-implementation validation, reducing change-related incidents by 15%.
- Directed emergency change handling, ensuring rapid approvals and stakeholder communication, limiting downtime during critical updates by 20%.
- Partnered with BCM and DR teams during large-scale incidents, streamlining escalation paths, and improving cross-team coordination, reducing resolution delays by 30%.
- Leveraged ServiceNow, Azure DevOps, Splunk, and AppDynamics to manage incidents, problems, and changes, enabling proactive issue detection and prevention of more than 10 potential major outages annually.
- Developed service performance dashboards and trend reports, providing leadership and investment teams with insights into operational risks and aiding prioritization of reliability initiatives.
- Promoted continuous improvement, coaching teams, and aligning ITSM practices with organizational goals, driving measurable operational efficiency gains of 20%.
IT Service Management (ITSM) Practice Lead
LifeLabs Medical Laboratory Services
Etobicoke, Ontario
03.2023 - 04.2025
- Established service-level agreements (SLAs) by negotiating with business units and IT managers, achieving 100% adherence, and ensuring clear expectations for service delivery.
- Developed and maintained 100% SLA compliance with business requirements, consistently meeting or exceeding service expectations.
- Managed day-to-day operations of Service Desk and Desktop Support teams, ensuring consistent handling of incidents, service requests, and user issues within SLA timelines 95% of the time.
- Ensured service desk processes aligned with ITIL best practices, including incident, request, change, and problem management, improving operational consistency across teams.
- Acted as a subject matter expert on incidents, critical incidents, and problem workflows, providing guidance that reduced escalation cycles by 25%.
- Played a key role in root cause analysis, determining the impact on system availability, and implementing solutions that improved uptime by 15%.
- Drove project implementation plans to enhance system reliability, delivering initiatives that reduced service outages by 30% annually.
- Partnered with cross-functional teams to implement solutions for known errors, increasing operational efficiency, and cutting repeat incidents by 20%.
- Coordinated with third-party vendors for hardware, application support, and managed services, following up on missed SLAs, and reducing vendor-related service issues by 22%.
- Collaborated with clinical and business stakeholders to understand support pain points, adjusting service delivery approaches to increase user satisfaction scores by 18%.
- Supported budget planning and cost tracking for service delivery operations, maintaining spending within approved limits and optimizing resource allocation.
- Maintained composure during high-pressure situations, helping teams stay focused and effective during major service disruptions, minimizing downtime impact.
- Coached service delivery staff through performance feedback and workload prioritization, fostering continuous improvement and reducing reactive firefighting by 30%.
- Led daily production control meetings for major local and global incidents, assessing customer impact, and reducing adverse business impact by 20–25%.
- Managed multiple teams, ensuring adherence to contractual requirements, timelines, and service quality standards, improving overall team compliance by 15%.
- Reinforced cybersecurity and privacy compliance, escalating potential risks, and ensuring 100% team adherence to organizational policies.
- Supported CMDB and configuration item accuracy by validating impacted services during incidents and changes, ensuring 98% configuration data accuracy.
- Communicated with top management to align IT services with business needs, championing a ‘Client First’ approach, and improving executive confidence in IT operations.
- Focused on customer satisfaction, reducing incidents and support calls, while increasing awareness of process improvements, resulting in higher user engagement, and service adoption.
ITSM Manager
Morgan Stanley
Toronto, Ontario
03.2022 - 02.2023
- Owned the full lifecycle of problem tickets as a Problem Manager, monitoring, escalating, and reporting on all items, achieving 100% adherence to postmortem processes across I&IT groups.
- Provided governance over the Problem Management practice, including process management, documentation, training, communication, and tool enablement, improving consistency and operational efficiency by 20%.
- Advised on incident, problem, and change management processes, and chaired CAB meetings, ensuring alignment with ITSM best practices and minimizing service disruptions.
- Led major incident investigations, performing detailed root cause analyses (RCAs) to identify underlying issues, implement permanent solutions, or document temporary workarounds, reducing repeat incidents by 20%.
- Utilized ITSM tools like ServiceNow, Jira, and Confluence to manage incidents, problems, and change records, improving tracking efficiency and workflow visibility by 25%.
- Worked in Agile environments, coordinating large technical teams during RCAs, controlling conference calls, and ensuring timely decision-making, while maintaining focus on incident resolution.
- Collaborated with global teams across organizational levels, influencing decisions that enhanced operational stability and ITSM service delivery.
- Recommended process and tool-based solutions, enhancing customer satisfaction and mitigating financial exposure from recurring incidents.
- Gathered stakeholder requirements and presented survey reports, delivering actionable insights that guided process improvements and increased service satisfaction scores by 15%.
- Maintained accurate documentation using MS Office, Outlook, and Excel, tracking changes, compiling reports, and enabling transparent communication across IT and business teams.
- Rapidly analyzed complex technical incidents under pressure, translating technical issues into business terms for executives, and 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.
- Provided executive-level status updates through lifecycle of incidents, ensuring transparent communication.
- Created CAB meeting representation for changes and conducted risk assessments, ensuring informed decision-making for change initiatives.
- 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.
- Implemented ITIL standards in support tasks, enhancing IT service management using ServiceNow tool.
- Delivered training on SNOW process and operations to Level 1&2 support teams, enhancing their understanding and efficiency in support tasks.
- Facilitated international negotiations, leveraging knowledge and techniques to foster effective global collaboration.
Incident/Change/Associate Infrastructure Engineer as an SME Open reach LOB
British Telecom
07.2015 - 12.2018
- Led incident, problem, and change management initiatives during high-severity business-impacting issues.
- Managed critical incidents in an agile environment, ensuring workarounds within established SLA.
- Facilitated bridge calls for critical incidents, coordinating cross-functional teams and stakeholders for effective resolution.
- Communicated updates to stakeholders through collaboration emails during critical incidents, ensuring alignment and transparency.
- Adhered to ITIL procedures to deliver quality service restoration as per agreed SLA.
- Created and assigned problem tickets to the problem management team for thorough investigation.
- Utilized advanced Excel functions to manipulate data and validate findings via Pivot tables.
- Prepared and presented key performance indicator and delivery reports regularly, providing insights for operational improvements.
Data Specialist
Prato Technologies LTD
03.2015 - 07.2015
- Documented developments in Prato App, website modifications, and upcoming installations in Prato Software to ensure accurate project tracking.
Education
Master of Technology - VLSI & Embedded Systems
Jawaharlal Nehru Technological University
03-2016
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
06-2013
Skills
IT Service Management & ITIL Core Skills
- Incident Management (P1/P2/P3)
- Major Incident Management
- Problem Management & Root Cause Analysis (RCA)
- Change Management (Normal, Standard, Emergency)
- Knowledge Management & Knowledge Base Optimization
- Service Request Management
- Configuration Management (CMDB Accuracy & Maintenance)
- Service Level Agreement (SLA) Definition and Monitoring
- IT Service Continuity & Disaster Recovery Planning
- IT Asset & Service Portfolio Management
- Continuous Service Improvement (CSI)
- IT Service Reporting & Metrics Analysis (KPIs, Trends, Dashboards)
Leadership & Management Skills
- IT Service Delivery Management
- Team Leadership & Coaching of ITSM Managers & Direct Reports
- Stakeholder & Executive Communication
- Vendor Management & Third-Party Coordination
- Cross-Functional Collaboration
- Escalation Handling & Crisis Management
- Change Advisory Board (CAB) Facilitation
- Resource planning and workload allocation
- Project Management (Agile & Waterfall)
- Performance Management & Staff Development
- Onboarding & Mentorship of IT Teams
Operational & Strategic Skills
- Quality Planning & Process Control
- Operational Risk Management & Compliance
- Client Relationship Management & Client Satisfaction Improvement
- Contract Administration & Vendor SLA Monitoring
- Troubleshooting Complex Technical Issues
- Business Impact Analysis & Operational Stability Assessment
- Automation & Tool Enablement (ServiceNow, Jira, Confluence, Splunk, AppDynamics, etc)
- Reporting and documentation (Excel, PowerPoint, MS Office Suite)
Soft Skills / Interpersonal Skills
- Problem-Solving & Decision-Making
- Conflict Resolution & Negotiation
- Influence & persuasion across stakeholders
- Strategic Thinking & Process Improvement Mindset
- Calm Under Pressure / Crisis Leadership
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,Service Now, Bridge Clarify, e-Device, NG Auto Fix Bridge, BMC Remedy SmartIT, Cosmos, Oracle Verint i360, Chime, Dynatrace, Splunk, Excel, PowerBI, 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, Rekey portal, FixIT, MS Visio for process maps, 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, Yammer, MacAfee, 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.
Certification
ITIL V4 Certified
Timeline
Senior Manager IT Service Management
HOOPP
04.2025 - 12.2025
IT Service Management (ITSM) Practice Lead
LifeLabs Medical Laboratory Services
03.2023 - 04.2025
ITSM Manager
Morgan Stanley
03.2022 - 02.2023
Systems Engineer- BA,Incident & Change Management
Tata Consultancy Services
01.2019 - 03.2022
Incident/Change/Associate Infrastructure Engineer as an SME Open reach LOB
British Telecom
07.2015 - 12.2018
Data Specialist
Prato Technologies LTD
03.2015 - 07.2015
Master of Technology - VLSI & Embedded Systems
Jawaharlal Nehru Technological University
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University