Jira
Raj Bhartiya
Technical Operations Manager
Bengaluru,KA
Work Preference
Summary
Technical Operations Manager with 8+ years of experience in Service Delivery Management, IT Service Management (ITSM), Service Desk Operations, Incident Management, Stakeholder Management, ServiceNow, Automation, and GenAI-led transformation. Proven ability to lead large global teams, manage service governance, drive SLA/KPI achievement, execute shift-left strategies, and deliver continuous service improvements. Adept at optimizing operational performance, enhancing customer satisfaction, and supporting business growth through technology-enabled service excellence.
Leadership Snapshot
- 8+ Years of IT Operations Leadership
- Global Team Management (183+ Professionals)
- Service Delivery & ITIL Governance
- ServiceNow & GenAI Transformation
- SLA, KPI & CSAT Excellence
- Automation, Shift-Left Strategy & Continuous improvement
Overview
2
2
Certifications
8
8
years of professional experience
Work History
Technical Operations Manager
Infosys
03.2026 - Current
- Lead global Service Desk operations with over 183 professionals across multiple geographies, delivering SLA, KPI, and customer experience targets.
- Oversee service governance, performance management, and executive stakeholder engagement for enterprise clients.
- Drive GenAI and automation initiatives, reducing MTTR by 55%, and improving service efficiency and self-service adoption.
- Lead continuous improvement, cost optimization, and workforce development programs to enhance operational performance.
- Drive service transformation and client retention through value-driven delivery and operational excellence.
Assistant Manager
Infosys
08.2024 - 02.2026
- Managed end-to-end Service Desk operations for enterprise clients, consistently achieving SLA, XLA, and KPI commitments.
- Drove automation and AI-enabled self-service initiatives, improving FCR by 24%, and reducing manual effort.
- Executed shift-left transformation programs through knowledge management and self-service adoption, reducing L2 dependency.
- Utilized service analytics and stakeholder collaboration to drive continuous improvement, service quality, and customer satisfaction.
Incident Manager/App/Cloud Tech Senior Analyst
Accenture
03.2018 - 07.2024
- I earned three promotions over six years at Accenture, progressing from Support Associate to Incident Manager.
- Led a team of 35 technicians supporting mission-critical applications and cloud services, consistently meeting SLA, and operational performance targets.
- Managed major incidents and acted as the primary liaison between stakeholders and cross-functional teams to ensure timely service restoration.
- Reduced MTTR by 80% (from 110 to 22 hours) through process optimization, technical modernization, knowledge management, and team development initiatives.
Education
Bachelor of Engineering - Computer Science
Dayananda Sagar Academy of Technology And Management (VTU)
Bengaluru, India08.2017
Skills
Scale (183 people)
Leadership experience
Service delivery expertise
GenAI Transformation experience
Service Now
Jira
Certifications
Tools & Platforms
- ServiceNow
- GenAI Platforms
- Jira
- Microsoft Power BI
- Reporting & Dashboarding Tools
Certification
Six Sigma Green Belt Certified
Timeline
Technical Operations Manager
Infosys
03.2026 - Current
Assistant Manager
Infosys
08.2024 - 02.2026
Incident Manager/App/Cloud Tech Senior Analyst
Accenture
03.2018 - 07.2024
Bachelor of Engineering - Computer Science
Dayananda Sagar Academy of Technology And Management (VTU)
Quote
Opportunities Don't happen.You create them.
Chris Grosser
Accomplishments
Improved MTTR by 55% through GenAI-enabled service transformation initiatives.
Increased First Contact Resolution (FCR) by 24% through automation and AI-driven self-service initiatives.
Achieved an 80% reduction in MTTR, improving resolution times from 110 hours to 22 hours.
Earned three promotions in six years, demonstrating sustained performance and leadership growth.
Software
Service Now
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Interests
Cricket
Snooker