Madan Karri
@madankarri
I lead global IT service desks, improving SLAs, resolution times, and self-service.
IndiaWhat I'm looking for
At IntouchCX, I lead 24x7 global service desk operations across APAC, NORAM, LATAM, and MEA. I manage a 60+ person team and align enterprise support delivery with global IT and business objectives.
I've improved first-call resolution by 45%, reduced MTTR by 40% through an OTRS-to-Jira migration and Slack automation, and lowered ticket volume by 20% with knowledge bases and chatbots. My work spans ITIL process ownership, incident, problem and change management, vendor management, capacity planning, and customer experience improvements.
Experience
Work history, roles, and key accomplishments
Sr. Service Desk Manager - Global Operations
IntouchCX
Jun 2024 - Present (2 years 3 months)
Scaled 24x7 service desk operations across APAC, NORAM, LATAM, and MEA, achieving 90% SLA compliance and improving first call resolution by 45%. Led a complex ticketing system migration from OTRS to Jira, reducing MTTR by 40%.
Education
Degrees, certifications, and relevant coursework
Bachelor of Science (Computers)
Bachelor of Science, Computers
Completed a Bachelor of Science in Computers in 2011.
Diploma in Hardware and Networking
Diploma, Hardware and Networking
Completed a diploma in hardware and networking.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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