Karthik Krishnamurthy Practoor
Technical Lead Specialist - Information Technology
- Role
- Service Manager at IDP Education Ltd
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Karthik Krishnamurthy Practoor
Bringing over 18 years of progressive expertise in IT Support and Service Management, overseeing Global IT Support Desk operations at IDP Education India Services, leading 25+ professionals. Drove IT transformation initiatives enhancing efficiency and scalability. Achieved 90%+ SLA adherence and managed 2500+ endpoints during COVID-19. Managed endpoints with 98% compliance in vulnerability scans. Led a global technical team of 55+ engineers, ensuring consistent service delivery and operational excellence.
Experience
Service Manager
Sep 2022 — Present · Chennai, IN
Global IT Support Operations – Managing a centralized support team of 25+ members and providing governance for global users across multiple regions.• End-to-End User Support – Providing global internal support for all IDP staff, including Microsoft 365, Azure, SAP, and business-critical internal applications.•Service Excellence – Managing daily ticket flow through ServiceNow, ensuring SLA adherence, CSAT improvement, DSAT reduction, and consistent service delivery.•Incident & Escalation Management – Taking accountability for Level 0, Level 1, and Level 2 support, while managing Sev1 & Sev2 incidents end-to-end with effective communication and closure.•Stakeholder Engagement – Conducting monthly global technical connects with resolver teams and business stakeholders to align on operations, escalations, and service improvement. •Business Continuity – Managing remote support operations globally, coordinating with external vendors, and mitigating risks through proactive technical and operational controls.•Technical Leadership – Offering guidance and mentoring to the team in handling complex technical issues, while driving quarterly goal achievements and fostering continuous improvement.Corporate Business Product Line SME – Acting as the single point of ownership for all technical aspects across various global locations, providing real-time support, resolving complex queries, and ensuring seamless technology operations for the business line.
Education
University of Madras
Bachelor of Science (BSc), Clinical Psychology
University of Madras
BSC Psychology, Psychology
2013 — 2016
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