Tetyana Markovska
Plano
Summary
Results-oriented IT professional with over 10 years in IT Operations and project management. Expertise in identifying root causes, streamlining processes, and implementing technology solutions to improve system efficiency. Specializes in leveraging data insights for decision-making and prioritizing user experience enhancements. Experienced in Agile methodologies and stakeholder collaboration to optimize service transitions and ITSM workflows.
Overview
12
12
years of professional experience
Work History
Vice President – Solutions Delivery Lead
Bank of America
Plano
12.2025 - Current
- Coordinated delivery and dependencies across multiple teams to ensure alignment and timely execution
- Manage coordination of delivery and dependencies across multiple teams
- Facilitated communication and collaboration across organizations, enhancing deliverable completion and adherence to timelines
- Provided status updates to stakeholders and leadership on deliverables, highlighting risks, issues, and schedule adherence
- Work with sponsors and stakeholders to ensure that execution is aligned with deliverable requirements
- Ensure adherence with Enterprise Change Management standards
- Support resource planning for delivery and execution
Vice President – Problem & Risk Management in Network Operations
Bank of America
Plano
02.2022 - 12.2025
- Led Problem Management functions across network operations, overseeing major network-related problem records.
- Driven internal initiatives to optimize problem management processes, improving service quality and reducing incident frequency.
- Developed monthly thematic analysis reports to identify recurring trends and recommend targeted improvement actions that enhanced problem management.
- Promoted data-driven decision-making by leveraging analytics to inform strategic improvements, aligning operational goals with data insights.
- Managed and evaluated emerging risk portfolios through structured risk assessments, ensuring proactive identification and mitigation of potential risks.
- Supported evolution of Risk Management portfolio capabilities through process streamlining and practical framework enhancements.
- Acted as liaison between technical and business teams, ensuring alignment between business objectives and technology solutions.
Problem Management Senior Analyst
Experian
Allen
07.2015 - 02.2022
- Conducted root cause analysis and coordinated incident reviews, improving response times and issue resolution rates.
- Managed enterprise-wide problem investigations, reducing incident recurrence by 15%.
- Document and maintain process frameworks, workflows and directives, that define how Incident and Problem Management operate within Experian.
- Identified and executed process automation opportunities, reducing manual intervention and enhancing operational efficiency.
- Facilitated daily Agile stand-up meetings to oversee and prioritize the problem ticket backlog.
- Developed and implemented reporting structures using ServiceNow and Power BI, improving transparency and accountability.
- Participated in large-scale ServiceNow transformation projects, helping define workflows, requirements, and successful platform deployment.
- Partnered with engineering and product teams to enhance system stability and customer experience.
- Supported product rollout and user adoption activities through documentation, testing validation, and production deployment oversight.
Senior Service Delivery Analyst
IT Convergence
Irving
03.2014 - 07.2015
- Managed delivery operations for 13 client accounts, generating $7M in revenue while ensuring SLA compliance.
- Analyzed incident trends to inform resolution strategies and improve operational efficiency.
- Prepared risk and impact reports for executive leadership, highlighting operational vulnerabilities and potential mitigation strategies.
Education
MBA - Computer Information Systems
West Texas A&M
Canyon, TX05.2025
Bachelor of Commerce - Risk Management
University of Calgary
Calgary, AB, Canada12.2013
Skills
- Robotic Process Automation
- Project management
- Agile methodologies
- Change management
- Risk assessment
- Problem management
- Service Now
- Jira
- Splunk
- Tableau
- Power BI
- Visio
- Microsoft Office (PPT, Word, Excel)
- Confluence
Membership Affiliations
- Women in Technology & Operations Network (WIT&O) in Bank of America
- Parents and Caregivers Network in Bank of America
- Asian Leadership Network (ALN) in Bank of America
- Risk Management associate
Projects
- Took active role in ServiceNow transformation project for Incident and Problem management in Experian, ensuring a successful and timely launch.
- Automated key problem management activities using Robotic Process Automation, resulting in a 25% reduction in manual work.
- Integrated Chronic problem management processes across all Network Domain, resulting in 20% reduction in incidents.
Rewards And Activities
- Received silver award for designing KPI metrics in Tableau for Problem Management.
- Leading Lunch and Learn session for North Texas Women in Technology.
- Actively serving as a Plano Ambassador at Bank of America's Plano office, organizing and supporting various volunteer events.
Timeline
Vice President – Solutions Delivery Lead
Bank of America
12.2025 - Current
Vice President – Problem & Risk Management in Network Operations
Bank of America
02.2022 - 12.2025
Problem Management Senior Analyst
Experian
07.2015 - 02.2022
Senior Service Delivery Analyst
IT Convergence
03.2014 - 07.2015
MBA - Computer Information Systems
West Texas A&M
Bachelor of Commerce - Risk Management
University of Calgary