Sandeep Manoj Burri

About Sandeep Manoj Burri

I have over 15 years of diverse experience across operations, technical support, and manpower management, primarily within the IT and ITES sectors. Throughout my career, I’ve built a strong reputation for establishing and scaling support teams, implementing strategic cost-saving initiatives, and driving operational excellence. Currently, I am working as a Senior Manager at Teradata India, where I oversee the support operations across the APAC region. My responsibilities include managing multiple teams, ensuring the delivery of high-quality 24/7 support services across various platforms like cloud, on-premises, and hybrid environments.My key strengths lie in process optimization, team leadership, and fostering a culture of continuous improvement. For instance, I successfully reduced operational costs by 40%, introduced new support lines within tight deadlines, and enhanced service levels to uptime through dashboard and process improvements. I have also been actively involved in strategic initiatives such as diversity and inclusion, employee retention, and mentoring future leaders.Academically, I hold a Master’s degree in Data Science along with an MBA, which have helped me develop a holistic understanding of technical and business aspects. Additionally, I have certifications in support center leadership, process excellence, and ITIL framework, which further strengthen my expertise.I am passionate about applying my technical skills, leadership qualities, and strategic thinking to contribute to organizational growth. I believe in continuous learning, building strong teams, and delivering exceptional value to clients and stakeholders alike. My goal is to leverage these strengths to make a meaningful impact in a dynamic, growth-oriented teams.

Experience

1. Senior Manager - Hybrid Support & Customer Support

   Teradata

   Nov 2020 — Present · Hyderabad, IN

   Senior Manager, Customer Support Operations | Teradata India | Nov 2020 – PresentLeading Global support operations for Teradata\'s cloud and on-premises customer base Strategic Leadership & P&L Management• Oversee $0.75 M annual operational budget for Analysts spread across India, Korea and Tokyo centers, delivering 16x7x365 support for Teradata\'s complete cloud and on-premises portfolio• Manage 40+ technical professionals including 3 people managers, 2 senior ICs, and rotating intern program• Established offshore support capabilities for Japanese and Mandarin-speaking markets, reducing operational costs by over 40%Operational Excellence & Automation• Leading ServiceNow workspace configuration project to streamline case routing and improve technician productivity • Partnering with Aschendo on case automation pilot program to reduce manual Level 1 interventions • Transformed the struggling support team from 4% handle rate to 55% handle rate with 67% resolution rate within 18 months • Collaborated with Engineering teams to reduce false alerts by one-third, allowing team to focus on genuine customer issuesTechnology Infrastructure & Innovation• Launched IBM Dispatch support line in 3-week sprint, managing resource allocation and training while maintaining existing service levels• Built Level 1 Cloud Support team from 6 to 35 members, establishing scalable processes and knowledge management systems• Elevated service availability from 99.9% to for tier-1 customers through proactive monitoring and rapid response protocols called Swarm• Implemented comprehensive disaster recovery and business continuity plans for critical cloud infrastructureTeam Development & Culture• Maintain 95%+ employee retention rate through structured career development and performance coaching• Active member of Teradata Ethics Advocates and BLEND (diversity & inclusion initiative), representing company at industry conferences

Education

• St Anthonys Grammar School

  SSC

  1991 — 2001

• YPR Collage of Engineering and Technology

  Bachelor of Technology (BTech), EEE

  2003 — 2007

• Narayana Junior Collage

  Inter, MPC

  2001 — 2003

• Princeton PG College of Management

  Master of Business Administration (M.B.A.), Marketing & HR

  2011 — 2013

• Birla Institute of Technology and Science, Pilani

  Master of Technology - MTech, Data Science & Engineering

Skills

• Management
• Incident Management
• Service Delivery
• Technical Support
• Business Analysis
• Vendor Management
• Business Process Improvement
• Requirements Analysis
• Itil
• Troubleshooting
• IT Service Management
• Customer Satisfaction
• Training
• Sharepoint
• Testing
• IT Strategy
• Security
• Team Management