Raghava Ramesh Manda

About Raghava Ramesh Manda

20+ years of experience in CRM, Service Delivery, Production Support, Operations, Client Services, Workflow, Portfolio and Project Management. • Very rich experience to implement Incident Management, Problem Management, Change Management, Service Desk Management and all other ITIL processes from the scratch to improve the quality of IT Service Delivery. • Worked as Tactical Response Manager at Verizon Data Services India Limited and now leading the IT Global Crisis Management Desk. • Impressive track record in managing incidents, problems and changes for mission critical services by exhibiting leadership, ownership and close liaison • Extensive stakeholder and client management experience delivered through all roles, pre-dominantly around projects and process improvements • Exhibit strong project management skills with expertise in translating business processes and end-user requirements into functional system requirements that improves productivity & reduces operating costs • Excellent Track Record to run the crisis bridge to resolve all crisis events. • Good exposure in Risk Management to evaluate the IT Infrastructure changes and giving recommendations. • Skilled in designing and providing cutting edge technology solutions aligned with the business requirements within a short turnaround of time • Proficient with ITIL processes and practices, ensuring minimal adverse impact to business services coupled with proven capability in achieving lower MTTR and FTR. • Unique blend of Managerial, Technical, Functional and Qualitative skills with keen understanding of Helpdesk Service Management • Capable of developing Technical Support objectives/ goals to support the organizational vision while managing & directing different teams

Experience

1. Senior Manager - End User Support

   Verizon

   Dec 2023 — Present · Hyderabad, IN

Education

• Alagappa University

  Master of Business Administration (M.B.A.)

• Berhampur University

  Master of Computer Applications (M.C.A.)

• Andhra University

  Bachelor of Business Administration (B.B.A.)