Radhika Karthigayan
Stayner,ON
Summary
Dynamic IT professional with over three years of expertise in major incident management, ensuring seamless resolution of high-priority incidents. Proven track record of maintaining exceptional standards in incident response and documentation, complemented by proficiency in delivering timely executive communications across the enterprise. Strong focus on team collaboration and achieving results while remaining adaptable to evolving needs. Recognized for reliability and a swift capacity to learn and apply new skills, committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Analyst Technology Incident Management
CIBC - Canadian Imperial Bank of Commerce
11.2021 - Current
- Managed major incidents within the Technology / Enterprise Incident Management Team, ensuring timely resolution and minimal disruption.
- Provided timely updates to stakeholders on incident progress, maintaining transparency and managing expectations throughout the resolution process.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Coordinated with teams across the enterprise to resolve incidents involving third-party systems, ensuring minimal impact on business operations
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
- Ensured compliance with industry regulations and company policies during all stages of the incident management process.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Implemented an effective escalation process, ensuring prompt attention from senior leadership when required for high-priority incidents.
- Facilitated smooth hand-offs between shifts by thoroughly documenting incident status updates and ensuring clear communication among team members.
- Coordinated training sessions for team members on incident management best practices, strengthening overall team performance.
- Improved the efficiency of incident management processes by regularly reviewing and updating standard operating procedures.
- Maintained accurate records of incidents, ensuring comprehensive documentation for future reference and analysis
IT Co-Ordinator
Bharath University
01.2012 - 01.2013
- Developed and delivered curriculum on an ongoing basis; identifying potential issues with data providing feedback and solutions to remediate issues.
- Attended professional meetings, wrote reports, and maintained records.
- Managed data by creating spreadsheets that maintained accurate and reliable enrollment, schedule, and faculty information for a variety of programs.
- Communicated the course options and availability including their career prospects through in-person, email & phone enquiries.
- Coached students on IT subjects like Software Testing and Quality Assurance, Database, Web Technology, Networks & Communications by coordinating all semester preparation, implementation, and follow-up activities.
- Assisted students & faculties with more difficult technical issues requiring a greater level of personalized care and in greater length.
IT Instructor
Anna University
01.2011 - 01.2012
- Served as an Instructor for IT subjects such as Software Testing & QA, Database Management, Networks & Communication, Management concepts.
- Created engaging curriculum and lesson plans resulting in a 96% student pass rate.
- Contributed to the education of the students by sharing current scenarios of their market field, allowing them to have a real perspective of the labor needs.
- Monitored and reported the academic progress of over 100 students.
- Organized, conducted & evaluated theory and laboratory examinations and recorded student's grades every semester.
- Collected feedback from students, faculties, and other staffs to determine individual competencies, identified skill gaps for around 5-6 departments and developed individual training plans.
Jr. Software Engineer – Production Application Support
Sopra Steria (Formerly known as Steria India Ltd.)
01.2009 - 01.2010
- Investigated, tracked, logged, and responded to 25-30 support tickets daily through Incident Management tool by achieving monthly incident resolution SLA levels increased 10%
- Performed comprehensive Root Cause Analysis to identify underlying problems and proper permanent solutions thereby saving 75% downtime of business operation.
- Scheduled and monitored 10-20 batch jobs (Mainframe – JCL) on a daily/weekly/monthly basis by analyzing, resolving, or escalating file transfer issues that impair business function.
- Managed database servers production/testing environment for any user access, issues and resolved them.
- Maintained the service level agreement to the best and even achieved 100% SLA few times.
- Reduced application incidents by 70% through implementation of problem fixes, system updates, architecture enhancements, load rebalancing and improved monitoring.
- Analyzed and mapped business data for complex ETL batch applications.
- Performed daily backups and recovery procedures.
- Completed 90% of support requests daily by accurately logging, screening, and scheduling requests.
- Developed ITSM processes, tools, and documentation to reduce escalation turnaround time of 3-5 days to less than 1 day.
- Worked closely with development team to resolve over 85% of code related issues by performing initial analysis.
- Utilized incident monitoring and metrics tools to manage teamwork efforts, maintain service level agreements and identify process improvements.
- Project – AXA-Life Insurance-UK
Education
Certificate of Achievement - IT Infrastructure
Humber College
08.2021
Master of Technology - Information Technology
Bharath University
05.2011
Bachelor of Technology - Information Technology
Bharath University
India05.2009
Skills
- Proficient in Microsoft Office 365 and collaboration tools
- ITSM Tools - ServiceNow
- Leadership / Stakeholder communication
- Incident reporting
- Verbal and written communication
- Information gathering
- Documentation and reporting
- Decision-making
- Risk analysis
- Emergency Change Approvals
- Process improvements
- Performance monitoring tools - Dynatrace, Splunk
- Cloud Technology
- Database: RDBMS Enterprise: Oracle 9i, Oracle Hyperion Essbase
- Languages: SQL, HTML, XML
- OS: Windows (All versions up to 11), Linux (RedHat 8)
Certification
- Site Reliability Engineering (Foundation) – In progress
- ITIL 4: High Velocity IT – In progress
- Technical Support Fundamentals - February 2021 – Google & Coursera
- Software Testing and Quality Assurance - June 2019 - Skills for Change - Toronto.
Timeline
Sr. Analyst Technology Incident Management
CIBC - Canadian Imperial Bank of Commerce
11.2021 - Current
IT Co-Ordinator
Bharath University
01.2012 - 01.2013
IT Instructor
Anna University
01.2011 - 01.2012
Jr. Software Engineer – Production Application Support
Sopra Steria (Formerly known as Steria India Ltd.)
01.2009 - 01.2010
Master of Technology - Information Technology
Bharath University
Certificate of Achievement - IT Infrastructure
Humber College
Bachelor of Technology - Information Technology
Bharath University