Karnati Ravi

Results-driven IT Operations and Incident Management professional with 14+ years of experience supporting enterprise infrastructure, production systems, and global operations environments. Proven expertise in Major Incident Management, SLA governance, stakeholder communication, root cause analysis, and ITIL-based service delivery. Experienced in leading cross-functional teams, coordinating high-impact incident resolution, driving operational excellence, and improving service reliability across Oracle, Microsoft Exchange, and Windows enterprise platforms.

Strong background in change management, production support, escalation handling, and customer-focused operations leadership.

IT Operations & Incident Manager - Oracle India Private Limited - Hyderabad

(2015-06)

• Lead Major Incident Management activities for critical enterprise applications including Oracle Email (Beehive), ODI, and EDQ platforms supporting global customers.
• Coordinate cross-functional technical teams during high-impact production incidents to ensure timely resolution within SLA commitments.
• Act as Duty Manager and primary escalation point for critical service outages and enterprise support operations.
• Communicate incident status, business impact, recovery progress, and resolution updates to stakeholders and leadership teams.
• Drive Problem Management activities including Root Cause Analysis (RCA), trend analysis, and preventive action planning to reduce repeat incidents.
• Participate in change planning, emergency change implementations, release coordination, and production transition activities.
• Maintain incident chronology, operational documentation, and knowledge management records for audit and service improvement purposes.
• Mentor support engineers and improve operational efficiency through process optimization and escalation governance.
• Collaborate with engineering, infrastructure, and application teams during migrations, go-live activities, and production deployments.
• Monitor operational KPIs, service metrics, and incident trends to improve system stability and customer experience.

Lead Administrator - Wipro Technologies - Hyderabad

(2014-12 - 2015-06)

• Supported enterprise Microsoft Exchange environment with 100,000+ mailboxes in a 24x7 production support model.
• Managed incident escalations, outage coordination, and operational troubleshooting for critical messaging services.
• Performed performance monitoring, system health checks, and proactive issue resolution to improve service uptime.
• Supported change management activities, patching schedules, and production implementation tasks.
• Developed automation scripts to streamline monitoring activities and reduce manual operational effort.

Senior Associate, Technical Support - AT&T Global India Private limited - Hyderabad

(2011-10 - 2014-11)

• Managed Microsoft Exchange infrastructure, Active Directory, DNS, and enterprise messaging services in large-scale environments.
• Supported Incident, Problem, and Change Management processes aligned with ITIL standards.
• Coordinated disaster recovery and high availability operations using CA WANsync solutions.
• Maintained enterprise archiving and Blackberry infrastructure ensuring operational continuity and compliance.
• Participated in production support, outage resolution, and system maintenance activities.

Diploma - State Board of Technical Education and Training (SBTET)