Ravi Chandrachoodan
Toronto,Canada
Summary
Experienced IT Service Management professional with over 9 years in the field, including 3 years as an IT Service Manager. Skilled in leading incident management, change management, and minimizing service disruptions in a 24/7 production environment. Utilizes expertise in ITIL processes, Root Cause Analysis, and trend analysis to proactively prevent recurring issues. Demonstrates ability to effectively manage high-pressure situations, lead cross-functional teams, and communicate with senior executives. Proficient in utilizing ITSM tools and cloud technologies such as Google Cloud and AWS to optimize service delivery and ensure operational readiness.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
IT Service Manager
Equifax
- Current
- Manage customer-impacting incidents, ensuring the swift resolution of incidents in a 24/7 production environment for a large IT services company, minimizing impact to internal and external customers
- Lead and oversee major incidents, ensuring timely communications and adherence to strict SLA guidelines
- Communicate frequently with senior-level executives and provide clear, non-technical updates during major incidents to keep stakeholders informed
- Lead a team of technicians to efficiently resolve issues, ensuring rapid identification of correlating incidents to prevent larger events
- Conduct Incident Trend and Analysis to proactively identify vulnerabilities and improve incident response processes
- Provide oversight for operational readiness procedures, ensuring that IT services are prepared to handle critical incidents effectively
- Review changes and assist in decision-making to minimize customer impact and improve service continuity
- Work closely with the Problem Management team to document preventive measures and ensure issues do not recur
- Foster cross-functional collaboration to ensure new applications and services comply with Technology Operations Center standards before deployment
- Regularly perform Root Cause Analysis (RCA) for major incidents, providing actionable insights for continuous improvement
- Use ITSM tools (e.g., ServiceNow, App Dynamics, Slack) to manage incidents and enhance the efficiency of the Incident Management process
Support Team Lead
Infosys Limited
11.2017 - Current
- Lead support teams and provide application support for North American Investment Bank's internal banking applications across diverse technologies, ensuring continuous business operations
- Act as subject matter expert (SME) and escalation contact for 2 support teams spanning 14 high-complexity applications, liaising with global stakeholders for issue resolution
- Manage ITSM functions such as incident management, problem management, change verification, service requests, and operational support
- Deliver ad-hoc reports and data visualizations (Tableau, Equipos Coric) per client requirements
- Collaborate with infrastructure, application, and technology teams for smooth deployments, critical incident resolutions, and disaster recovery coordination
- Perform root cause analysis for complex issues through code and data analysis, documenting resolution procedures for future reference
- Manage application health monitoring, batch monitoring, and SLA adherence for critical data streams
Educator
Infosys Global Education Center
08.2015 - 10.2017
- Delivered technical corporate training to thousands of IT professionals, covering topics such as Database Administration, Python, RDBMS, PL/SQL, Data Structures & Algorithms, and SAP BASIS
- Designed and implemented practice-oriented projects and courses for employee development, improving technical and professional competency across the organization
- Led the creation of the 'Flight Simulator Course,' providing real-time environment setups to help trainees experience real-life support scenarios
- Fostered talent management and career development for trainees, driving high performance and long-term success
Education
Bachelor of Technology - Information Technology
Mahatma Gandhi University
Skills
- ITIL Framework
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Java
- Python
- Database Management
- Tableau
- Automation
- Business Stakeholder Management
- Team Leadership
- Business Communication
- Training and Development
- IT service management
Certificationstraining
- Google Cloud Digital Leader Certification
- OOPS, Data Structures, Python, RDBMS, JS, Unix, Oracle DB Administration | Infosys
- Essentials of Cloud Computing | Infosys
- Python A-Z for Data Science | Udemy
- MongoDB Essentials | Udemy
Hobbies and Interests
- Reading
- Traveling
- Music
- Chess
Attributes
- Strong communication and interpersonal skills; able to effectively interact with diverse teams and stakeholders.
- Proactive and detail-oriented problem solver, with a deep focus on customer satisfaction.
- Skilled in driving change management and automation initiatives to improve business operations and service delivery.
- Passionate about continuous learning, people development, and applying new technologies to solve complex business challenges.
Languages
English
Full Professional
Certification
- Cloud Digital Leader Certification | Google
- OOPS, Data Structures, Python, RDBMS, JS, Unix, Oracle DB Administration | Infosys
- Essentials of Cloud Computing | Infosys
- Python A-Z for Data Science | Udemy
- MongoDB Essentials | Udemy
Timeline
Support Team Lead
Infosys Limited
11.2017 - Current
Educator
Infosys Global Education Center
08.2015 - 10.2017
IT Service Manager
Equifax
- Current
Bachelor of Technology - Information Technology
Mahatma Gandhi University