Professional Summary
ITSM Lead with 9 years of experience designing, implementing and optimizing IT Service Management
practices. Proven track record managing IT service delivery, incident resolution, change management
and continuous improvement. Leads cross-functional teams toward operational excellence and business
alignment, with strong analytical skills and a deep understanding of ITIL best practices.
Areas of Expertise
- Incident Analysis
- Change Management
- Problem Management
- Escalation Procedures
- SLA Compliance
- Post-Incident Review
- Incident Trend Analysis
- Proactive Monitoring
- Continuous Improvement
- Documentation & Reporting
- On-call Support
- Team Collaboration
- ITIL V4
- ServiceNow
- JIRA
- PagerDuty
- Slack
- User Support
Work Experience
Team Lead – Incident Manager · Persistent Systems (Intuit), Toronto
May 2024 – Present
- Lead a team of professional and technical staff: hiring, performance standards, training and evaluation.
- Oversee the ITSM function, ensuring prompt resolution of user incidents and service requests.
- Serve as escalation point for complex and major incidents, resolving within agreed SLAs.
- Communicate incident information to stakeholders and executives, translating technical details into clear terms.
- Define, establish and monitor service levels and SLAs.
- Produce scorecards, status reports, risk and issue logs, and management reports.
- Write post-incident summaries and capture resolution steps in playbook format.
Senior Consultant – ITSM · CGI Inc
Sep 2020 – May 2024
- Primary contact for customer escalations and service assurance issues.
- Owned the Change Management process, assessing risk and coordinating implementations to minimize disruption.
- Led Problem Management initiatives to find root causes of recurring incidents and implement preventive measures.
- Facilitated Post-Incident Review sessions and prepared post-mortem reports.
- Reported incident trends and support team performance to senior management with actionable recommendations.
- Used Excel data analysis to support decisions on project scope, schedule and cost.
Infra Specialist – Incident Management · Cognizant Technology Solutions
May 2020 – Aug 2021
- Provided customized solutions to software questions, maintaining high service excellence.
- Monitored application performance and applied preemptive fixes.
- Handled routine maintenance proactively to protect system integrity.
- Partnered with development teams on solutions and advice.
Software Engineer – Application Support · Infosys
May 2017 – May 2020
- Worked with business partners on product strategy and roadmap.
- Maintained backlog prioritization for efficient execution and resource allocation.
- Ensured solution construction and configuration aligned with business objectives.
- Championed solution and service design aligned with organizational and industry standards.
Senior System Engineer · Cognizant Technology Solutions
May 2014 – Dec 2016
- Led major incidents to resolution within planned SLAs.
- Identified and eliminated problematic trends, improving operational efficiency.
- Coordinated with internal teams, partners and suppliers during incident resolution.
- Recommended changes that improved operational monitoring coverage and efficiency.
- Drove process improvements toward a more agile incident management framework.
Certifications
- AWS Certified Cloud Practitioner
- Certified Scrum Master
- ITIL V4 Foundation
Education
Ontario College Certificate, Project Management
Conestoga College
Aug 2022
Bachelor of Engineering, Electronics and Communication
Saveetha Institute of Medical and Technical Science
May 2013