Yudhistra Verma
@yudhistraverma
I’m an ITIL 4–certified ITSM and Service Delivery professional improving SLA governance, incident management, and ServiceNow performance.
IndiaWhat I'm looking for
I’m an ITIL 4–certified IT Service Management professional with 7+ years driving service delivery, SLA governance, and incident/problem/change management in enterprise telecom environments. In my current British Telecom role, I deliver end-to-end ITSM support with a focus on customer satisfaction, executive-ready service reporting, and high-availability outcomes.
I bring hands-on ServiceNow experience and a proven track record of improving service performance—including reducing repeat incidents by 95%. I run executive-level monthly service reviews (MSRs) using operational data from dashboards, coordinate across network/operations/engineering for major incidents, and use incident trend analysis to drive continual service improvement through ITIL 4 governance.
Experience
Work history, roles, and key accomplishments
Delivered end-to-end ITSM support for enterprise telecom services, ensuring SLA compliance and high customer satisfaction. Owned service performance reports and dashboards for monthly service reviews (MSRs), coordinated major-incident resolution, and supported ITIL 4-aligned change management (reduced repeat incidents by 95%).
Managed customer service requests, incidents, and complaints while meeting SLA targets and operational KPIs. Handled multi-channel customer interactions, escalated complex issues through defined incident management processes, and supported service-management process improvements.
Provided technical support to global advertisers on Meta (Facebook/Instagram) platforms by troubleshooting complex platform issues. Investigated platform-related incidents and ensured compliance with security and data-integrity standards.
Managed escalated cases involving sensitive customer and operational data under strict security and confidentiality protocols. Logged, monitored, and escalated security-sensitive incidents using defined escalation matrices to ensure timely resolution and risk mitigation.
Business Owner
Master Packaging
Jun 2013 - Aug 2020 (7 years 2 months)
Ran end-to-end operations including client management, vendor coordination, billing, and technology adoption.
Education
Degrees, certifications, and relevant coursework
Bharati Vidyapeeth University College of Engineering, Pune
Bachelor of Technology
Completed a Bachelor of Technology at Bharati Vidyapeeth University College of Engineering in Pune (2013).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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