Mamillapalli Karthikeya

Expertise in managing incidents from low to high severity, including critical incident management, ensuring end-to-end resolution.
Effective collaboration with vendors to resolve outages swiftly, minimizing downtime.

Skilled in communicating clearly with executives, management, non-technical users, technical experts, and vendors. Provides timely business notifications to clients and management.

Prioritizes incidents based on urgency, business impact, and requirements. Serves as an escalation point for clients, managers, and resolving groups.

Leads bridge calls for major incidents, coordinating with offshore and onsite resolver groups to restore services promptly.

Manages the lifecycle of all incidents, ensuring closure within Service Level Agreements (SLAs) and following up on incidents that do not meet quality standards.

Conducts root cause analysis (RCA) to assess business impact, identify areas for improvement, and prevent recurrence. Uses metrics and analysis to report incident patterns and communicate executive summaries to upper management.

Ensures timely response to major and critical incidents, driving swift resolutions to minimize business impact. Provides daily reporting and notifications to top-level management.

• Addressed outages and critical issues, facilitating bridge calls and coordinating with support provider groups.
• Generated change orders and problem tickets, actively participating in change management process.
• Updated knowledge base for continual improvement.

Project 1: - Global Data Center Operations

Project 2: Power BI gateway Live site and support

• Served as primary contact for Microsoft's data center operations transition project, focusing on Incident Management.
• Managed bridge calls for service or customer-impacting incidents, improving initial communication times.
• Supported team development through training sessions and reporting efforts.
• Conducted manual testing for new features in Power BI Gateway builds.
• Ensured team adherence to SLAs and maintained high-quality standards.

• Managed incident tracking from opening to closure and coordinated multi-vendor engagement.
• Produced proactive reports and conducted trend analysis for process improvement.
• Documented major incidents and created problem tickets for resolution.

• Handled outages and high severity issues, diagnosing and coordinating resolutions.
• Conducted training sessions for new team members.
• Monitored alarms and followed up on incidents until resolution.

• Provided desktop support and troubleshooting for applications.
• Managed VPN connectivity issues and BMC Remedy documentation.
• Supported new joiners and contributed to process improvements.

• Coordinated with sales teams and managed work site installations.
• Created marketing strategies and attended industry seminars and exhibitions.