Richard Rao
@richardrao
Principal consultant leading end-to-end service delivery, service desk operations, and access management.
ZimbabweWhat I'm looking for
I’ve spent my career at Genpact, where I’ve led end-to-end service delivery with client relations, service-level review and management, and process improvements using AI and automation. I’ve coordinated security fulfilment services across internal delivery teams and built reporting that tracked service delivery progress transparently.
In earlier roles, I ran major incident bridge calls, transitioned the Major Incident Management team offshore, and drove debriefs so remediation stuck. I also supported VIP escalation processes, reduced escalations through proactive ticket reviews, and worked L1 support for 24/7 helpdesk networking and VPN/access issues.
Experience
Work history, roles, and key accomplishments
Served as Principal Consultant at Genpact.
End to end service delivery, Client relations, Service Level review and management, delivering process improvements using AI and Automation
Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
Led the execution of Security fulfilment services by coordinating across internal delivery teams to ensure seamless service operations.
Managing sev
Served as Assistant Manager at Genpact.
Transitioned the Major Incident Management team offshore.
Lead major incident bridge calls, driving teams to deliver resolution on time, engaging required stake holders and providing updates to higher leadership, Driving debrief calls after resolution to ensure future remediation is in place.
Managed the highest number of Major incidents within the team on a yearly basis, executed maximum changes
Provided Escalation desk support for VIP users,
Proactively review ageing tickets and escalate to group owner for immediate investigation/resolution.
Identify, manage and record escalation trends.
Report these escalation trends on weekly governance with support groups to reduce escalations.
Proactive review of ageing tickets project helped reduce monthly escalated tickets by 16% every quarter.
Provided Technical support for a 24/7 L1 helpdesk,
Identifying customer issues and diagnosing the root of the problem.
Providing technical troubleshooting and guidance to customer issues related to Networking, VPN, access related issues.
Total Case management was able to reduce and triage misrouted tickets to various support teams.
Formulated a Cheat sheet to help triage tickets accurately which r
Education
Degrees, certifications, and relevant coursework
CMR College of Engineering & Technology
Computational Science
2010 - 2014
CMR College of Engineering & Technology
Bachelor of Technology, Computational Science
2010 - 2014
Pursued a degree in Computational Science from CMR College of Engineering & Technology from 2010 to 2014.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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