Madhuri Mohite

ITIL-certified IT Operations and Service Management leader with 15+ years of international experience, including four years leading North American IT operations in Canada. Managed a distributed team of 30+ professionals supporting 1,100+ employees across 34+ locations. Expertise in ServiceNow governance, ITIL processes, major incident management, outsourced service delivery, vendor management, infrastructure operations, and service transformation.

Recognized for improving service reliability, operational efficiency, governance, and customer experience while partnering with executives and cross-functional technology teams.

IT Support Manager - IT Operations at Metrie Canada Ltd. (2022-07 – 2026-05)

Directed enterprise IT operations and service delivery for 1,100+ employees across 34+ North American locations, leading a distributed L1-L3 organization and strategic support partners.

• Led and coached a distributed team of 30+ L1-L3 IT professionals across Canada and the United States, establishing clear ownership, escalation, and service-performance expectations.
• Governed Incident, Problem, Change, Service Request, Knowledge, and Major Incident Management using ITIL practices and ServiceNow workflows.
• Oversaw enterprise Service Desk delivery across internal teams and outsourced partners, strengthening service consistency, accountability, and SLA performance.
• Served as Major Incident Manager for business-critical events, directing technical recovery, executive communications, stakeholder updates, and post-incident Root Cause Analysis.
• Owned strategic vendor relationships, contract negotiations, procurement, renewals, and budget oversight; consolidated vendors and optimized commercial arrangements to reduce operating costs.
• Directed CMDB governance, IT asset lifecycle management, audits, and compliance activities across a complex multi-site environment.
• Built executive dashboards and operational reporting for SLA performance, incident trends, service health, and continual improvement priorities.
• Cherwell-to-ServiceNow transformation: led requirements analysis, ITSM process alignment, Knowledge Management, SLA definition, service catalogue finalization, and organizational change activities while governing vendor-led deployment.
• Workflow and service improvement: redesigned ServiceNow workflows and escalation paths to improve incident response, resolution efficiency, onboarding/offboarding, and customer experience.
• Legacy data automation: coordinated automation for handling legacy email-based service data, improving control, traceability, and operational efficiency.
• Enterprise transitions: delivered technology changes supporting acquisitions, branch openings, organizational restructuring, and telephony deployments with no major business disruption.

Technical Lead - IT Operations / IT Service Management at Cognizant (2012-12 – 2016-11)

Provided enterprise IT Operations leadership supporting global banking and utilities clients through onsite/offshore delivery models.

• Led global Major Incident Management across complex enterprise environments, coordinating infrastructure and application teams through restoration and recovery.
• Managed stakeholder communications throughout the incident lifecycle and facilitated Root Cause Analysis and preventive improvement actions.
• Led the onsite transition of Incident and Problem Management services between global delivery providers, coordinating knowledge transfer, governance, service continuity, and stakeholder readiness.
• Supported Change Management, release readiness, production deployments, operational governance, KPI monitoring, and SLA performance.
• Standardized ITSM processes to strengthen service stability and reduce recurring production issues.

System Analyst - CRM Support (L1/L2 SME) at Atos

Technical Associate - Operations Support at Tech Mahindra

Founder & Website Administrator at MaddyThinks.ca (2019 – 2022)

Built and administered a WordPress platform, managing hosting, DNS, SSL, security, backups, analytics, performance, and SEO; published 30+ optimized articles.

Bachelor of Engineering in Computer Engineering – MIT Aurangabad