Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic
KARTHIKESWARA RAJU

KARTHIKESWARA RAJU

Bangalore

Summary

Experienced IT Operations Manager with 11 years of proven success in leading IT Service Desk teams. Currently managing the IT Service Desk at Danske Bank, leveraging ITIL4 certification to streamline processes and deliver top-tier user support. Results-oriented and skilled in driving excellence

Overview

12
12
years of professional experience
1
1
Certification

Work History

Manager- IT Operations

Infosys limited
Bangalore
09.2023 - Current
  • Leading and mentoring a team of 40 engineers, including team leads and subject matter experts (SMEs), fostering a collaborative and high-performance culture
  • Manage daily IT operations, ensuring timely and effective resolution of incidents and service requests.
  • Monitor and analyze ServiceDesk volumes, identifying trends and implementing strategies to optimize performance.
  • Drive the team to focus on quality, ensuring adherence to SLAs and delivering exceptional end user service.
  • Collaborate with the IBM team to initiate Danske Bank's AI journey, integrating AI solutions into IT operations.
  • Successfully handle and execute multiple projects, ensuring on-time delivery and minimal disruption to operations.
  • Implement process improvements and best practices to enhance the efficiency and effectiveness of the IT ServiceDesk.
  • Regularly review and update operational procedures to ensure compliance with industry standards and regulatory requirements.
  • Mentor interns and provide dedicated support to team members, facilitating their professional growth and skill development.
  • Manage relationships with stakeholders, ensuring their requirements and expectations are met.
  • Oversee vendor management, negotiating contracts and ensuring service levels are maintained.
  • Demonstrate a strong work ethic, going above and beyond to deliver exceptional results.
  • Exhibit strong problem-solving skills and a proactive approach to addressing challenges.
  • Maintain excellent communication and interpersonal skills, enabling effective collaboration with stakeholders at all levels.

Leader of Team

Danske IT, Support Services
Bangalore
04.2021 - 08.2023
  • Proficient in managing IT Service Desk operations, including incident resolution and service request fulfillment.
  • Skilled in following ITIL best practices for efficient service delivery.
  • Review and classify incident tickets raised with the Service Desk team
  • Remediate recurring issues and ensure ticket quality.
  • Create self-help SOP documents and educate engineers based on observations
  • Provide insights on top trending issues, process changes, and upcoming technology projects.
  • Educate Service Desk engineers on relevant topics.
  • Lead projects from pilot phase to deployment, coordinating with cross-functional teams.
  • Prepare overall project reports for management.
  • Collaborate with cross-functional teams and vendors to achieve IT objectives.
  • Implement process improvements to enhance

Senior technical support consultant

Telligent support LLP
Bangalore
09.2019 - 04.2021
  • Proficient in handling escalated calls and providing level-1 & L-2 Technical Support to end-users
  • Escalate issues, outages, and needs to appropriate team in a timely fashion
  • Manage Requester queries sent across via email, and call within the SLA at 100% accuracy! Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and call backs in a timely manner, in accordance with current procedures
  • Send out summary reports daily performance data to management and clients
  • Taking over Team Leader responsibilities in absence of TL

Product Specialist

Starmark software private limited
Bangalore
06.2018 - 05.2019
  • Providing support to end users on a variety of issues
  • Technical support covering the installation, configuration, and administration for the various communicating status to business, tracking resolution process, and following up with clients upon resolution
  • Keeping effected business partners informed about the progress
  • Trouble shooting of the computer remotely by LogMeIn Rescue tool.

Associate

Altisource Business solutions private limited
Bangalore
04.2015 - 06.2018
  • Being available to make phone calls to 'Mortgage companies and insurance agencies
  • Making sure insured properties are protected by the insurance companies
  • Assure all potential risks and mitigates have been identified through appropriate oversight of team findings
  • Process the cheque and overnight payments
  • Reinstate the policies which were cancelled or terminated.

Practitioner

IBM Daksh
Bangalore
09.2012 - 09.2014
  • Being available to take customers phone calls or answer email
  • We meet the Customers' needs and go beyond call on duty to resolve the problems in time
  • To render resolution on call, forward the pending cases and update the customers
  • I used to handle Escalations and help new joiners regarding Process and product.

Education

10Th / SSC -

Sri Vidyanikethan High School

Intermediate / PUC -

Board of Secondary School Education - AP

Bachelor of Science -

ISBM University

Skills

  • Prompt Engineering
  • Strategic Planning
  • IT operations Management
  • Vendor Management
  • Project Management
  • Performance Management
  • Business Planning
  • Team Leadership
  • Quality Improvement
  • Team Supervision
  • Work Planning
  • Coaching and Mentoring
  • People Management
  • Project Planning
  • Experience in leadership
  • Problem-solving abilities

Certification

  • ITIL V4
  • Prompt Engineering
  • AWS Certified Advanced Networking
  • AI Tools- Ms office

Accomplishments

  • Insta Award from Infosys 2024
  • Tech Team Excellence from Danske IT 2023
  • Star Award from Danske IT 2022

Languages

English: First Language

Timeline

Manager- IT Operations

Infosys limited
09.2023 - Current

Leader of Team

Danske IT, Support Services
04.2021 - 08.2023

Senior technical support consultant

Telligent support LLP
09.2019 - 04.2021

Product Specialist

Starmark software private limited
06.2018 - 05.2019

Associate

Altisource Business solutions private limited
04.2015 - 06.2018

Practitioner

IBM Daksh
09.2012 - 09.2014

10Th / SSC -

Sri Vidyanikethan High School

Intermediate / PUC -

Board of Secondary School Education - AP

Bachelor of Science -

ISBM University

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KARTHIKESWARA RAJU