Ravi Shrivastava
Irving
Summary
Senior Production Support Engineer with 18+ years of experience supporting enterprise‑scale banking and telecom systems, including onsite leadership experience in USA (client AT&T/CITI) and daily collaboration with US onsite teams. Expert in incident management, CI/CD, Autosys, SQL, Kubernetes, and Linux troubleshooting. Proven ability to lead teams of up to 10 engineers, reduce incident resolution time by 25%, automate manual tasks, saving 100+ hours annually, and prevent $50K+ in revenue loss through proactive monitoring and RCA.
Overview
20
20
years of professional experience
Work History
System Management Specialist
LTI
Irving
01.2025 - 12.2025
- Collaborated daily with onsite/offshore teams in Irving/India, facilitating seamless handovers and real-time incident updates.
- Engaged in onsite-offshore bridge calls for P1 incidents, enhancing communication flow and decreasing MTTR by 35%
- Facilitated mission-critical banking applications, managing over 20 P1/P2 incidents monthly within strict SLAs.
- Developed proactive monitoring dashboards in Dynatrace, decreasing unplanned outages by 30%.
- Optimized Oracle SQL queries, enhancing transaction response time by 20–25%
- Streamlined deployment validation processes, conserving approximately 150 hours annually while decreasing post-deployment defects by 18%.
- Collaborated with global teams and customers (US, UK, APAC, EMEA) to ensure seamless 24×7 support coverage.
Sr. Technology Specialist
Tech Mahindra
Missouri City
01.2017 - 01.2025
- Troubleshot complex technical issues and provided timely resolutions for clients.
- Acted as onsite Production Support Lead, serving as primary escalation point for P1/P2 incidents and collaborating directly with US Product Owners, Architects, and Business teams.
- Managed 10-member global L2 support team across US, India, and Europe, guaranteeing uninterrupted 24×7 operations and flawless handovers.
- Minimized P1/P2 incident resolution time by 40% through enhanced triage, automation, and RCA-driven solutions.
- Streamlined log analysis, job restarts, and health checks utilizing Shell/Python, conserving approximately 220 hours annually in manual effort.
- Enhanced batch job performance by 35% through SQL tuning and index optimization, decreasing nightly processing by 2 hours.
- Eliminated $50K+ annual revenue loss by diagnosing and resolving recurring billing job failure.
- Oversaw 100+ Autosys jobs, addressing failures, dependency challenges, and SLA violations without business impact.
- Elevated deployment success rate from 85% to 98% through optimization of CI/CD pipelines (Jenkins + Git + Maven)
- Facilitated onsite RCA workshops alongside Dev, QA, and Infra teams, achieving 20% reduction in repeat incidents.
- Facilitated production releases onsite during US business hours, guaranteeing zero-downtime deployments.
Operational Team Lead
IBM
Noida, India
02.2016 - 01.2017
- Coordinated cross-functional collaboration to enhance project efficiency.
- Directed operational leadership for business-critical telecom platforms supporting nationwide operations processing millions of daily transactions.
- Managed end-to-end service delivery, guaranteeing strict adherence to SLA/OLA across multiple high-availability systems.
- Directed incident, problem, change, and release management in accordance with ITIL standards.
- Served as primary escalation point for major production incidents, orchestrating cross-vendor teams and minimizing resolution delays.
- Orchestrated production releases, patches, and DR drills, guaranteeing zero-impact deployments.
- Presented weekly and monthly service performance and incident reports to IBM and Airtel leadership.
- Guided L2/L3 engineers, enhancing operational discipline, documentation quality, and knowledge transfer.
- Facilitated collaboration among multiple vendors, OEMs, and internal IBM teams to accelerate incident resolution.
- Reviewed and approved change requests, ensuring minimal service disruption.
- Improved operational KPIs by introducing structured incident reviews and preventive action tracking.
Team Lead
Tech Mahindra
Noida, India
03.2006 - 02.2016
- Collaborated with offshore and onsite leads for Autosys batch cycle monitoring, dependency resolutions, and release management.
- Addressed 95% of Linux server issues (CPU, memory, disk, network) without escalation.
- Enhanced application uptime to 99.95% through implementation of proactive health checks and log monitoring.
- Minimized manual ticket workload by 20% through Shell script automation.
- Facilitated team meetings to address project progress and resolve issues.
- Mentored junior staff, enhancing their technical skills and professional development.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Education
Master of Science -
Makhanlal Chaturvedi Rashtriya Patrakarita Vishwav
Indialantic, FL06-2001
Bachelor of Science - Computer Application
MCRPV
India07-1999
Skills
- Root Cause Analysis (RCA) & permanent fix implementation
- Deployment strategies
Zero-downtime releases
Rollback procedures - Continuous integration and delivery
Source code management (Git)
Automated builds (Maven)
Dependency management (Nexus)
Static code analysis (SonarQube) - Job scheduling with Autosys
JIL creation and management
Job monitoring and reporting
Dependency handling and resolution - SQL & PL/SQL Troubleshooting (query optimization, deadlock analysis)
- Unix and Linux proficiency
Log analysis techniques
Scripting with shell
Performance optimization - MTTR, MTBF, MTTD Optimization
- Service reliability and capacity management
- Monitoring applications and infrastructure
Nagios and Dynatrace tools
Splunk and Sitescope platforms
AIOps technology - API troubleshooting and diagnostics
Latency analysis
Error handling (5xx)
Downstream failure resolution - Batch processing and file transfer operations
Autosys and SFTP
Control-M (optional) - Trend Analysis & Proactive Monitoring
- Clear communication during high‑pressure incidents
- Decisive problem-solving
- Customer‑centric mindset with focus on stability and uptime
Languages
English
Professional
Hindi
Professional
Accomplishments
Received the “PAT on the Back” award for outstanding production support performance, rapid incident resolution, and consistent delivery of high‑quality service.
Timeline
System Management Specialist
LTI
01.2025 - 12.2025
Sr. Technology Specialist
Tech Mahindra
01.2017 - 01.2025
Operational Team Lead
IBM
02.2016 - 01.2017
Team Lead
Tech Mahindra
03.2006 - 02.2016
Master of Science -
Makhanlal Chaturvedi Rashtriya Patrakarita Vishwav
Bachelor of Science - Computer Application
MCRPV