Raja Vedhagiri

Leading EUCS operations and M&A India Support. Managing transition processes for onboarding new business. Spearheaded a team of 120 members including SMEs and Shift Leads. Led ISO 27001:2013 to 2022 transition and ISO 22301 Re-Certification Audit 2024 with zero observations. Responsible for end-to-end management of End User Computing including service delivery, transformation, people practices, customer satisfaction, SLA/KPI adherence, and business growth.

Managed end-to-end End User Computing including service delivery processes, transformation, people practices, customer satisfaction, and contractual deliverables. Ensured SLA and KPI compliance. Participated in CIMA and CRITSIT Bridge calls. Implemented DE & CII framework. Managed team learning plan compliance.

Responsible for incident/service request management and technology/operations performance. Acted as Incident Manager, Service Request Manager, and Critical Situation Manager. Ensured delivery against SLA/KPI. Managed knowledge article creation and proactive problem management. Coordinated with shift leads and L2/L1 analysts for smooth delivery.

Administered floor and shift to achieve service levels. Supervised KEDB consumption and contribution. Developed and maintained business relationships. Monitored volume patterns, hold times, ASA, and AUX usage. Drove left shift initiatives with Service Excellence Team. Conducted refresher trainings and evaluated analyst performance.

Assisted end users through calls, tickets, and emails with first level resolutions. Created, categorized, prioritized, and escalated tickets. Handled end user queries for critical applications. Collaborated with L2/Business Team on clarifications.

Delivered first-tier support for NetGear SOHO products via phone, web tickets, and email. Created, categorized, prioritized, and escalated tickets to respective support groups.