Chakravarthy Alamuri
Hyderabad
Summary
Results-driven Senior Support & Delivery Manager with 19 years of experience in software testing and enterprise BI platforms. Managed Tier 1–3 support and incident governance, achieving 99.5% SLA compliance and high customer satisfaction. Expertise in Oracle, SAP, and JD Edwards BI ecosystems, with a focus on customer retention during transitions and stakeholder engagement. Skilled in building teams and optimizing service delivery to align with business objectives.
Overview
19
19
years of professional experience
Work History
Support Manager
InsightSoftware
11.2020 - 11.2025
- Built and led a 20+ member international support organization, reducing escalations to Engineering by 35% through skill development and structured triage.
- Directed global support operations for 7 enterprise BI and ERP product families, managing 400+ monthly incidents across Tier 1–3, enhancing service delivery and customer satisfaction.
- Owned end-to-end incident, problem, and escalation management for ERP-integrated BI solutions supporting Oracle EBS, SAP, OBIEE, OAC, Tableau, Power BI, SAP BO, and Cognos.
- Achieved 99.5% SLA compliance and sustained 9.5+ CSAT via disciplined incident governance and proactive customer communication.
- Led customer retention initiatives during legacy-to-SaaS migrations, achieving 45% retention by guiding customers through BI platform transitions and adoption.
- Implemented Salesforce-based ITIL workflows, improving visibility and accelerating resolution timelines by reducing manual effort.
- Partnered with Engineering and Product teams to influence roadmaps using recurring ERP and BI incident trends.
- Delivered MBRs, QBRs, and EBRs to enterprise and Fortune 500 customers, translating operational metrics into strategic insights.
Software Test Senior Project Lead
Magnitude Software
05.2016 - 11.2020
- Led cross-functional QA and delivery teams (15–25 members) supporting enterprise BI products integrated with Oracle, SAP, and cloud-based ERP systems.
- Owned high-severity customer escalations, coordinated root-cause analysis and fixes across Support, Engineering, and Product teams to resolve critical issues.
- Facilitated On-Premise to Cloud BI migrations (OBIEE → Oracle Cloud Analytics), minimizing customer disruption during transitions.
- Stabilized legacy platforms and enabled smooth BI and ERP transitions, contributing to customer retention efforts.
Software Test Project Lead
Magnitude Software
03.2013 - 04.2016
- Led release planning, estimation, and risk management for multiple concurrent product releases, ensuring timely delivery and quality assurance.
- Owned end-to-end testing delivery for BI products integrated with Oracle EBS, SAP, and JD Edwards.
- Ensured BI reporting accuracy aligned with ERP business processes through rigorous data validation.
- Acted as escalation bridge between Support and Engineering, validating and resolving customer-reported ERP and BI issues to enhance user satisfaction.
Software Test Lead
Noetix Corporation
07.2010 - 03.2013
- Led QA strategy and execution for BI products, enhancing quality of Oracle ERP–based analytics.
- Managed and mentored QA teams, resulting in improved defect quality and minimized production leakage.
- Validated customer-reported issues and coordinated fixes with Development and Product teams to ensure timely resolutions.
Software Test Engineer II
Noetix Corporation
12.2006 - 06.2010
- Validated ERP-driven reports through SQL-based backend checks, ensuring data accuracy in Oracle databases.
- Executed manual and functional testing for BI solutions, enhancing integration with Oracle E-Business Suite.
- Established foundation in STLC, defect lifecycle management, and customer-impact analysis to support quality assurance.
Education
Master of Computer Applications -
Osmania University
Bachelor of Science - Computer Science
Andhra University
Skills
- Support & Delivery Management
- Incident Management
- Escalation Management
- Problem Management
- ERP Platforms
- BI Platforms
- SLA Governance
- CSAT Governance
- KPI Governance
- Customer Retention
- SaaS Transition Support
- Executive Stakeholder Management
- People Leadership
- Workforce Planning
- Release Governance
- Change Governance
- Incident Governance
- Root Cause Analysis
- Continuous Service Improvement
Positioning Statement
Driving high-performance support operations, ERP-integrated BI delivery, and customer retention through disciplined execution, strong leadership, and deep domain expertise.
Personal Information
Title: Support & Delivery Manager | Enterprise BI & ERP Platforms
Education Certifications
- Master of Computer Applications (MCA), Osmania University
- Bachelor of Science (Computer Science), Andhra University
- Certified Scrum Master (CSM)
- ITIL v4
- Microsoft Certified Professional
- OBIEE 10g/11g – Rittman Mead Consulting
- PMP, In Progress
Technology Platforms
AWS, OBIEE (10g–12c), Oracle Cloud Analytics (OAC), Tableau, Power BI, QlikView, SAP Business Objects, IBM Cognos, Oracle E-Business Suite (EBS), SAP ECC/S4, Oracle (11g–19c), Microsoft SQL Server, Salesforce Service Cloud, ITIL Processes (Incident, Problem, Change), Agile
Timeline
Support Manager
InsightSoftware
11.2020 - 11.2025
Software Test Senior Project Lead
Magnitude Software
05.2016 - 11.2020
Software Test Project Lead
Magnitude Software
03.2013 - 04.2016
Software Test Lead
Noetix Corporation
07.2010 - 03.2013
Software Test Engineer II
Noetix Corporation
12.2006 - 06.2010
Master of Computer Applications -
Osmania University
Bachelor of Science - Computer Science
Andhra University