Toyin Garuba

Accomplished IT Service Manager with 9 years of leadership experience in successfully delivering service level agreements (SLAs) and optimizing ITOM/ITSM processes.

Strong IT project management skills with a proven track record in supporting service transitions,

operations, and continuous improvement initiatives.

Expertise in Incident, Problem, Change, and Customer relationship management with focus on delivering service Value.

PMP and ITIL V4 Foundation certified, dedicated to driving process improvements and achieving strategic business objectives.

Senior NOC Manager (09/2019 - 04/2023)

• Led and managed 24/7 NOC team of 208 engineers overseeing Fault Management, Problem Management, Help Desk, and Fiber/Rural Telephony teams at IHS Towers.
• Coordinated ServiceNow implementation across 11 countries' NOC operations, optimizing workflows and enhancing service management.
• Developed comprehensive vendor management framework, conducting weekly meetings for high-service uptime.
• Streamlined service desk site approval through automation, reducing approval time by 60%.
• Integrated 3rd Party OWS ticket with Affectli, enhancing MTTR by 14%.
• Led ITSM projects, automated incident escalation, and managed technical bridges for swift resolutions.
• Implemented Business Continuity Process, achieving 0.05% network availability improvement during Covid lockdown.
• Supervised NOC engineers, facilitated issue resolution, and handled network crises escalation.

Service Delivery Manager (06/2014 - 08/2019)

• Elevated operational service levels within MS teams, introduced OWS-based processes.
• Managed customer relationships and enhanced reporting systems at HUAWEI Technologies.

NOC Engineer (08/2009 - 06/2014)

• Specialized in network surveillance, troubleshooting, fault, and problem management at ERICSSON.

Bachelor of Engineering: Electrical Engineering

University of Ilorin