Gursimran Kaur
@gursimrankaur
IT Service Management leader specializing in Incident, Problem, and Change Management with continuous-improvement focus.
CanadaWhat I'm looking for
I am a process-driven IT Service Management professional with 10 years' experience leading Incident, Major Incident, Problem and Change Management across financial and healthcare environments. I deliver 24x7 critical-incident response, drive ITSM process optimization and implement automation and knowledge-management solutions that measurably improve service delivery.
My achievements include leading AI-driven incident trend automation, implementing a Confluence knowledge system that cut redundant inquiries by ~24-26%, and designing ServiceNow incident quality audits and operational Kanban boards that increased productivity. I mentor teams, present service excellence reporting to senior leaders, and champion continuous improvement through data-driven recommendations.
Experience
Work history, roles, and key accomplishments
MIProcess Manager - Incident
Mackenzie Investments
Aug 2022 - Present (3 years 1 month)
Led 24/7 Incident, Major Incident and Problem Management, implemented AI-driven incident trend automation and a Confluence knowledge system, reducing redundant inquiries by ~24–26% and improving team productivity up to 40% in 2024.
UNFacilitated major incident bridges and after-hours response, led post-incident reviews and RCA, and developed dashboards and reports to improve incident and problem management across the network.
Incident Process Team Lead
CompuCom Canada
Mar 2018 - May 2019 (1 year 2 months)
Served as 24x7 incident commander and communications lead for a provincial contact centre modernization client, redesigned problem and change processes to improve service delivery and managed CAB/TCAB activities.
HTSenior Analyst - Incident
HCL Technologies
Aug 2014 - Dec 2016 (2 years 4 months)
Managed critical .NET application incident and change activities for a banking client, facilitated major incident calls, conducted impact/risk analyses and maintained runbooks and known error documentation.
Education
Degrees, certifications, and relevant coursework
LCLawrence Kinlin School of Business, Fanshawe College
Postgraduate Diploma, Operations Management
2017 - 2017
Postgraduate Diploma in Operations Management completed at the Lawrence Kinlin School of Business to develop operational and management competencies.
CUChitkara University
Bachelor of Engineering, Electronics and Communication
2010 - 2014
Bachelor of Engineering in Electronics and Communication covering electronic systems, communication theory, and engineering fundamentals.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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