Service Delivery Manager / Incident and Problem - Bank of Montreal - Toronto, ON
(2022-04)
Leading and coordinating resolution of Severity 1 & 2 major incidents impacting BMO's Canadian Digital crown jewel applications and infrastructure services.
- Provide critical leadership in the remediation of Major incidents affecting the Canadian Digital Banking space.
- Point of Contact responsibility for over 180 critical banking applications within the Canadian Digital portfolio.
- Service Delivery Manager for ATM Channels, Home Finance, Call Centre Technology, Canadian Digital Banking and Branch Operations.
- Overseeing the emergency change control process for incident-driven fixes, acting as gatekeeper for production-level approvals. Balanced urgency with stability and audit-readiness.
- Ensured SLA compliance and reputational protection of BMO service offerings during critical outages.
- Provide timely and insightful communication updates to a large business and technical audience.
- Manage assigned incidents and problems using ServiceNow and following ITIL and advanced DevOps principles.
- Assess historical major incident data to identify recurring gaps, systemic vulnerabilities and performance trends. Collaborated with other Problem Management teams to drive long-term fixes.
- Lead periodic problem review sessions and incident post-mortems.
- Drive improvements to organizational resiliency using data analytics to identify incident trends and themes.
- Prepare and enhance availability and stability metrics reporting and dashboarding using ServiceNow and PowerBI.
- Participate in weekly CAB's to challenge upcoming changes and ensure awareness of potential issues/outages.
- Leveraging industry expertise and data-based insights to improve the whole lifecycle of services from inception and design through to deployment, operation, and refinement.
Major Incident Manager - Royal Bank of Canada - Toronto, ON
(2019-09 - 2022-03)
Managing the restoration of compromised IT systems through real-time command and control. In addition, responsible for monitoring and supporting RBC's global networks, distributed systems, and host operations in a 24/7/365 environment.
- Using the ITIL framework to manage the lifecycle for all major incidents and post incident investigations.
- Driving major incidents to resolution through support engagements, collaboration via Cisco Webex, Slack, and utilizing Pager Duty for escalation callouts.
- Directing subject matter experts (SME), technical teams, and business leaders in triage and collaboration, thereby returning IT systems to a functional state.
- Validating the criticality and scope of outages for all Priority 1 and Priority 2 major incidents as it applies to RBC's defined enterprise priority matrix. This includes assessing the customer, regulatory, financial, reputational, and operational business impacts for RBC service offerings.
- Proactively monitoring RBC infrastructure services and high availability applications using Dynatrace, Moogsoft, Grafana, Catchpoint, IIPM, myOps, and a multitude of in-house dashboards to respond to system events
- Responsible for documenting the accurate timeline of all actions in Service Now along with performing quality control on resolved incidents, ensuring accurate re-assignment of incidents to corresponding outage owners and lead problem investigators.
Team Lead (Contract) – Technical Service Desk - Toronto Dominion Bank - Toronto, ON
(2018-07 - 2019-09)
Led a team of 10-12 Desktop / Migration analysts across 3 geographical locations, providing direct leadership, and accountability of daily operations and project deliverables.
- Utilized ITIL knowledge and experience to ensure proper incident and problem management processes.
- Office 365 Admin roles included O365 Licensing, Active Directory.
- Collaborated and engaged directly with clients committing and ensuring stringent SLAs and OLAs.
- Provided oversight of a migration project of over 45,000 laptops/desktops from Windows 7 to Windows 10 including RICOH network printer upgrades, Office 365 rollout, assisting in application testing and validation
- FPOC (First Point of Contact) for all Escalations on technical and non-technical issues about project operations.
- Conduct weekly and monthly training sessions to train users on new software tools and policies.
- Actively participated in and assigned technicians to provide White Glove IT service for upper echelon management team members in ensuring seamless setup and gold star technical support.
- Ensured the completion of network and desktop moves, asset refresh, installation, and re-imaging of workstations.
- Ensuring accurate weekly management of assets at the depots and working with the deployment leads and project team to ensure a two-week seed of inventory on hand to mitigate equipment shortages.
- Maintained team schedules ensuring adequate staffing across geographical locations.
- At times traveled across provinces to oversee project mandate and ensure new staff are properly trained.
Service Desk Lead - Loblaw Corporation - Toronto, ON
(2017-12 - 2018-06)
Managed a team of 3 Technical Support Analysts ensuring day-to-day Operations and Technical Support
- Provided L2 Desktop and Desktop and Network Support for over 1400 retail stores across Canada.
- Advanced Support for end users on Windows XP, Windows 7, Windows 10, and Linux SUSE operating systems.
- Assisted in a wide rollout project migrating over 2200 PCs from Windows 7 to Windows 10.
- Migrated users from Outlook to web-based Office 365. Assisted with One Drive and data migration.
- Managed Linux user administration, permission management, and network troubleshooting.
- Performed Remote Printer Configuration and Network printer support – Lexmark/Ricoh.
- Configured Checkpoint VPN and Cisco Anywhere for remote users.
- Took ownership for all assigned Incident and Service Requests and ensured completion with follow ups.
- Responsible for user administration on Active Directory, and Group Policy management.
Network Operations Analyst - Index Exchange - Toronto, ON
(2017-02 - 2017-08)
Primary Point of Contact for the monitoring of network faults of critical systems using a variety of dashboards.
- Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.
- Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.
- Timely Escalation of high and medium severity issues and ensuring follow-up of incidents and updates till resolution.
- Initiating, updating, tracking, and closing trouble tickets using ServiceDesk / Remedy.
- Timely follow-up of open, unresolved, pending issues with clients and end users.
- Pinpointing vulnerabilities in the network based on various thresholds and benchmarks indicators.
- Supported IT infrastructure personnel through high-severity, mission-critical outages.
- Communicated escalation/resolution across service lines and IT leadership teams.
- Actively participate as a stakeholder in Major enterprise incidents.
- Defining and documenting Network Operations standards and Procedures based on ITIL best practices.
Technical Team Lead / Network Operations - NASDAQ - Toronto, ON
(2015-03 - 2017-08)
Primary Point of Contact for the monitoring of network faults of critical systems via dashboards and data points.
- Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.
- Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.
- Timely Escalation of high and medium severity issues and ensuring follow-up of incidents and updates till resolution.
- Initiating, updating, tracking, and closing trouble tickets using ServiceDesk / Remedy.
- Pinpointing vulnerabilities in the network based on various thresholds and benchmarks indicators.
- Directed IT infrastructure personnel through high-severity, mission-critical outages.
- Deployed new VM guest and configured basic OS (Windows 7/8, Windows Server 2008/2012).
- Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.
Network Support Analyst II (NOC) - Telus Communications - Toronto, ON
(2004-04 - 2015-01)
