Vignesh Kumar Peter Raj

Astute Manager having over 17 years of experience in Operations Management and Customer Service Management with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

ITSM Lead at Cognizant Technology Solutions (2022-02 – Present)

• Implement and execute major incident management processes including invocation, ownership, escalation, communication and restoration of service.
• Focus on reducing duration of impact on customer networks and delivering quality solutions within specified Service Level Agreement (SLA).
• Chair the Major Incident Management Bridge Calls during outages, send out periodical communications and ensure restoration of service.
• Standardized ITSM process documentation, resulting in enhanced visibility for 100+ team members and a significant decrease in average resolution time, achieving a 25% faster response rate to service requests.
• Implemented robust Problem Management procedures, leading to a reduction in recurring incidents and improved system stability.
• Create Knowledge articles and maintain comprehensive records of identified problems, root causes, and solutions.
• Prepare and discuss the outcomes of the Post Incident Review Calls, also ensure the action items are captured in JIRA.
• Optimized Change Management processes, minimizing business disruptions during system upgrades or modifications.
• Carry out ticket audits and provide feedbacks to all the supporting team.
• Manage all aspects of event lifecycle are captured in ServiceNow Platform.
• Trained and mentored junior team members to strengthen their understanding of ITSM principles and enhance overall team performance.
• Provide periodical reports for handling Service Review Calls.
• Awarded twice with Performance Certificate for overall contribution

Manager – Service Delivery at Standard Chartered GBS Pvt Ltd (2014-09 – 2022-01)

• Proactively interacted with employees of SCB and assist them with on boarding and relieving formalities through voice and non-voice support.
• Coordinate, deliver, prioritize and manage escalation of all activities executed by the Location HR and People Advisor teams.
• Resolved issues that required senior level intervention and ensure appropriate communication channels are followed.
• Supported functional testing and deployment activities during process migrations into ServiceNow Platform.
• Identified automation/process improvement opportunities.
• Took personal accountability for resolving HR queries.
• Advised and guided managers on HR policies, products and processes.
• Ensured defined SLAs are met with quality.
• Provided periodical reports for international stakeholders and executive management.
• Handled service review calls.
• Managed successful migration of the Leaving Helpdesk Process for Africa and India.
• Been part of the HR Transition Team for successful migration of HR Service Platform from PeopleSoft to ServiceNow.
• Analysed the risk factors and prepared the necessary SOPs and POIs for the process migration by involving other internal teams.
• Promoted as Manager.

Senior Manager - Operations at DataPrompt International (2012-05 – 2013-09)

• Managed Computer Assisted Telephonic Interviewing (CATI) team of 30 resources, handling telephonic surveys in English speaking geographies.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Identified areas for cross-sell/up-sell and ensured deliveries meet client expectations on cost, quality and timelines.
• Took independent responsibility for managing client relationship for globally distributed market research and enterprise clients so as to achieve targeted retention and growth revenues.
• Performed key account management as a process to ensure smooth transition from client acquisition to client development.
• Optimized delivery for a key Australian Telecom client, led to savings of 20% on the budget.
• Successfully migrated a survey process from Hong Kong based client to DataPrompt International Chennai delivery center. This achieved recurring revenue of $25,000 per month for the company.
• Built alliances for multi-lingual projects across South East Asia, enabling the company to expand its delivery operations in these countries, thereby increasing revenue by 20%.
• Successfully completed 3 Global Projects through Vendor Management which ensured continual business relationship with clients.

Operations Manager at Themesoftinc Ltd (2011-02 – 2012-05)

• Hired a team of service desk technicians, providing guidance, support, and mentoring to ensure efficient operation and excellent customer service.
• Managed the day-to-day operations of the service desk, including ticketing systems, call queues, and service level agreements (SLAs).
• Ensured the tickets were assigned, prioritized, and resolved within agreed-upon timeframes.
• Ensured the tickets are properly documented to the agreed audit parameters according to the established procedures and best practices.
• Provided training and support to incident management team members.
• Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
• Track key performance indicators (KPIs) such as ticket resolution times, first contact resolution rates, and customer satisfaction scores. Generate reports (data) to identify trends and areas of process improvements.
• Find temporary and permanent fixes for known errors.
• Meet with potential clients for technological feasibility.
• Reported to the CEO on a day-to-day basis.
• Setup the office and team from ground-up and make them operational.
• SPOC for Chennai operations.

Team Manager – Customer Service at CSS Corp Ltd (2006-05 – 2011-01)

• Led a team of 70 Techs and 4 Team Leaders.
• Provide training and development opportunities for service desk staff to enhance their technical skills, customer service abilities, and knowledge of IT systems and procedures.
• Managed the day-to-day operations of the service desk, including ticketing systems, call queues, and service level agreements (SLAs).
• Ensured the tickets were assigned, prioritized, and resolved within agreed-upon timeframes.
• Track key performance indicators (KPIs) such as ticket resolution times, first contact resolution rates, and customer satisfaction scores.
• Generate reports (data) to identify trends and areas of process improvements.
• Manage the lifecycle of a problem ticket.
• Identify the causes of the incident and prepare RCA.
• Constantly interacted with clients to get the necessary metrics achieved and adhere to all process and product related updates.
• Analysed the CSAT report, Top Call Drivers on a daily basis to identify the pain areas and improve the scores.
• Correlate various metrics and findings to provide better performance.
• Interact with the senior management and with clients to adhere to all the SLA's required for the project with high quality service.
• Awarded with Performance Certificate for overall contribution in Rhapsody.
• Promoted as Team Manager.

Customer Support Manager at SGS Technologie Pvt Ltd (2005-08 – 2006-04)

• Led 3 teams comprising Customer Support, Networking and Marketing.
• Constantly interacted with clients to get customer feedback and communicated the customer responses to the team to maintain high quality service.
• Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
• Reported directly to CEO on a day-to-day basis.
• Promoted as Customer Support Manager.

Team Lead at Integrated Customer Contact Solution (ICCS) (2003-02 – 2005-04)

• Led a team of 15 members on a day-to-day basis and reported directly to CEO.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Motivated the team through rewards and recognitions.
• Ensured consistent high-quality service was provided to customers.
• Marketed the product to potential customers.
• Achieved an annual sales target of AUS $1.5 M.
• Achieved Best Salesperson Awards.
• Promoted as Team Leader.

Outbound Tele sales Consultant at AC & T (2002-09 – 2003-01)

• Worked as a team member and reported to the team leader.
• Used consultative sales techniques to understand customer needs and recommend solutions.

Certified Scrum Master – Agile in Agile – Scrum Alliance (2016 – 2018)

ITIL V3 Foundation Certified in IT Service Management – EXIN (2011 – 2011)

Master of Science in Information Systems – La Trobe university (2002 – 2005)

Bachelor of engineering in Engineering – University of Madras (1997 – 2001)