Ravi Verma

About Ravi Verma

I still remember hanging around in college computer\'s lab testing my code and forgetting the time and reaching home late, which motivated my parents to get me a Celeron assembled desktop that I cared for and cherished for many years, however what strikes is when I used to write programs and compile them, I would be super focused & even if I got tired and slept, I would get up in middle of the night to fix the code and would not rest until I executed successfully. The rush of energy that I used to have when I was fixing bugs, has remained and I wonder that’s the reason why I have spent a decade solving customer problems. Over the years I have helped customers & partners for enterprises like, Wipro, HP invent, Ca Technologies, Arcserve & Druva. I have about 20 years of experience in helping and supporting worldwide customers at scale and leading global support functions. As Technical support leader I had the pleasure to - Build Technical support teams of 40+ support staff - Budgetary planning and driving efficiencies to contain COGS - Lead CRM transitions like Zendesk and Salesforce - Defining support models for customers & partners - Developing KCS model for self service - Driving product adoptions & customer retention - Improving support efficiency in collaboration with product management and engineering teams - Enabling sales team by providing top notch supportHence I am confident that I can align, lead and grow world class technical support teams - I love to win, but helping the team win gives me greater joy - I speak tech and exec - I tell great stories that motivate - I bring structure in chaos - Accountability comes naturally and hence the buck always stops with me. I have a growth mindset and hence - I keep up-skilling - I keep calm in adverse situations - My focus is always on high quality decision yielding long terms solutions. My professional skills are - Excellence in People Management & Operation skills - Customer Advocacy and Escalation Management - Maximize Employee Engagement - Program Management - Coaching & Capability development - Team Management & development

Experience

1. Senior Director Global Customer Support

   Druva

   Dec 2025 — Present · Raleigh, NC, US

Education

• Manipal Academy of Higher Education

  Master of Science (MSc), Computer Science

  2011 — 2013

• Denobili School C.M.R.I.

  ISc

  1998 — 2000

• Manipal Academy of Higher Education

  B.I.T, Information Technology

  2001 — 2003

Skills

• Virtualization
• Zendesk
• Team Leadership
• Servers
• Itil
• Service Delivery
• Technical Support
• Team Motivation
• Business Analysis
• Windows Server
• Problem Solving
• Service Desk
• Team Management
• Troubleshooting
• Distributed Team Management
• Training Delivery
• Customer Escalation Management
• Customer Relations
• Vmware
• Customer Relationship Management (Crm)
• Cloud Computing
• Operating Systems
• IT Service Management
• Disaster Recovery
• Sharepoint
• Virtual Teams
• Networking