TOYIN GARUBA
ITSM Specialist
Calgary,AB
Summary
ITSM Specialist with over 7 years of experience leading service management maturity initiatives across IT operations, telecom environments, and enterprise support functions. Strong background in implementing and governing ITIL processes including Incident, Change, Request, Problem, and Knowledge Management. ServiceNow CSA certified, with hands-on experience designing workflows, dashboards, service catalogs, and automation. Adept at driving SLA compliance, leading major incidents, chairing CAB, and coordinating with cross-functional teams. Proven leadership in aligning NOC operations with service excellence through ITIL best practices and stakeholder-focused delivery..
Overview
11
11
years of professional experience
9
9
Certifications
1
1
Language
Work History
ITSM Specialist
Alberta Energy Regulator
10.2024 - Current
- Lead ITSM maturity initiatives across the organization, supporting the adoption and optimization of Incident, Change, Request, Knowledge, and Problem Management processes.
- Responsible for developing and maintaining ITSM governance frameworks, including process SOPs and policies.
- Serve as a key member of the Change Advisory Board (CAB), chairing meetings and assessing change risk and impact.
- Oversaw the deployment of ServiceNow Automation Engine to streamline onboarding workflows, catalog fulfillment, and request handling.
- Designed and rolled out real-time dashboards (ITSM Dashboard) to support process performance reporting for service owners.
- Currently managing foundational CMDB development guided by CSDM principles, with the goal of enabling service-based reporting and CI relationship mapping.
- Leading development of enterprise Service Catalog and Business Catalog; introduced structured Service Design Package (SDP) models across IT.
- Supporting the transition-to-support (T2S) strategy by initiating project visibility conversations and collaborating on future-state process development.
Network Operation Support
Valo Networks
05.2024 - 10.2024
- Supported fiber network operations by streamlining provisioning and service assurance tasks.
- Used centralized monitoring tools to prevent service disruption and optimize end-to-end ticket handling.
- Participated in automating business process flows, helping reduce provisioning delays and repeat incidents.
Technical Support Specialist
Shaw Communications
07.2023 - 05.2024
- Delivered customer-facing technical support for internet and digital TV services.
- Hands-on use of ServiceNow CSM for ticketing, case management, and knowledge use
- Contributed to customer experience optimization by reporting product usage insights and pain points to the operations team.
IT Service Manager /NOC Lead Operator
IHS Towers (Multi-country Operation)
Abuja
09.2019 - 04.2023
- Dual role leading NOC operations and ITSM process implementation across 11 countries in Africa.
- Implemented core ITIL processes (Incident, Change, Problem) to standardize service handling, improve resolution times, and enhance audit compliance.
- Led ServiceNow implementation, replacing Affectli, including process redesign, user story creation, and workflow optimization.
- Managed major incidents and escalation bridges; drove post-incident reviews and RCAs for service-impacting issues.
- Led the successful implementation of the ServiceNow application to replace Affectli, optimizing IT Service Management processes for IHS NOC across its operations in 11 countries, enhancing service efficiency and operational alignment.
- Worked with network tools including Ericsson OSS RC, DWDM monitoring systems, and vendor-specific alarm managers.
- Maintained ITSM process documentation and business continuity plans to support operational resilience.
- Partnered with DevOps to streamline escalations and reduce mean-time-to-resolution.
Service Delivery Manager
HUAWEI Technologies (Managed Services MTN)
06.2014 - 08.2019
- Managed end-to-end service assurance in RAN, Transmission, NSS, and Datacenter domains across Sierra Leone and Guinea.
- Automated alarm-to-ticket logging using Huawei ICTOM-OWS integrated with iManager for proactive incident handling.
- Oversaw CAB planning and execution, ensuring change communication and service impact mitigation.
- Produced weekly and monthly assurance reports including incident trends, root causes, and compliance gaps.
- Implemented quality metrics for Fault, Problem, and Change workflows, enabling better SLA accountability.
Education
Bachelor of Engineering - Electrical Engineering
University of Ilorin
Skills
IT Service Management (ITSM)
Incident Management
Major Incident Management
Bridge Call Leadership
Problem Management
Change Management
Crossfunctional Process Support
ServiceNow
Core Modules
Workflow Automation
Reporting
Root Cause Analysis
Impact Analysis
Post-Incident Reviews
Performance Metrics
undefinedCertification
ITIL 4 Specialist (CDS) - Managing Professional Track
Timeline
ITSM Specialist
Alberta Energy Regulator
10.2024 - Current
Network Operation Support
Valo Networks
05.2024 - 10.2024
Technical Support Specialist
Shaw Communications
07.2023 - 05.2024
IT Service Manager /NOC Lead Operator
IHS Towers (Multi-country Operation)
09.2019 - 04.2023
Service Delivery Manager
HUAWEI Technologies (Managed Services MTN)
06.2014 - 08.2019
Bachelor of Engineering - Electrical Engineering
University of Ilorin
Similar Profiles
Aman AhlawatAman Ahlawat
Applications Coordinator and Mining Engineer at Alberta Energy Regulator, AERApplications Coordinator and Mining Engineer at Alberta Energy Regulator, AER
YURI KIMYURI KIM
Administrative Coordinator at Alberta Energy RegulatorAdministrative Coordinator at Alberta Energy Regulator
Eldhose YoyakkiEldhose Yoyakki
Sr. Manager Cloud Design & Operations at Alberta Energy Regulator (AER)Sr. Manager Cloud Design & Operations at Alberta Energy Regulator (AER)
Charles LetourneauCharles Letourneau
Dishwasher at PadmanadiDishwasher at Padmanadi
Michael OBrienMichael OBrien
Business Development Specialist /Senior Wealth Advisor at OP Elite Wealth (Raymond James Ltd)Business Development Specialist /Senior Wealth Advisor at OP Elite Wealth (Raymond James Ltd)