Raagha Vignesh

Lead Major Incident Manager @Persistent Systems

Toronto, ON, CA

Successfully assembled and developed a new Incident Management team for Fintech products, implementing and monitoring multiple KPIs within active ITSM processes to assess team performance and customer satisfaction.• Overseeing daily projects and operational tasks for global-facing applications used by customers and internal teams.• Coordinating team members across various time zones, establishing standard operating procedures, and meeting stakeholder requirements to ensure strict SLA compliance and exceptional customer service.• Creating and deploying ITSM processes in a large-scale environment, focusing on Incident Management, Problem Management, and Continual Service Improvement.• Handling incoming Incident requests, prioritizing workload and ticket queues to ensure prompt, courteous, and effective issue resolution while utilizing ITIL practices to optimize resources and processes, continuously seeking automation to improve efficiency and reduce manual efforts.• Engaging in Post Incident Review and Problem Management meetings with key stakeholders to analyze events and identify opportunities for ongoing improvements.• Crafting and updating knowledge base articles and onboarding documentation to aid in resolving processes and issues.• Conducting one-on-one sessions with team members to strengthen relationships, discuss their progress and areas for improvement, and address any issues they may be facing.

Conestoga College

Graduate Diploma

Saveetha School of Engineering

Bachelor of Engineering - BE