Summary
Overview
Work History
Education
Skills
Certificationsandachievements
Timeline
Generic

Arpitha Gupta Puligilla

Hyderabad

Summary

Results-driven professional with over 5+ years of experience in incident management, quality analysis, and global communications. Proven track record in high-pressure environments, delivering timely incident resolutions and driving continuous service improvements. Strong management skills in leading cross-functional teams and implementing process enhancements. Adept at developing communication strategies that boost stakeholder engagement and operational excellence, committed to fostering innovation and elevating customer satisfaction.

Overview

6
6
years of professional experience

Work History

Subject Matter Expert and Quality Analyst

Microsoft Azure (Wipro Technologies)
Hyderabad
11.2021 - Current
  • Spearheaded communication strategies during critical incidents for Microsoft Azure services, ensuring stakeholders are informed and aligned during high-priority events
  • Played a key role in mitigating the Microsoft Crowdstrike issue by coordinating across multiple teams and ensuring prompt communication flow between engineers and external partners
  • Developed best practices for live-site incident communications, ensuring transparency and clarity in all communications directed towards clients and internal teams.
  • Acted as a primary contact for major incidents, leading communication efforts to resolve issues in real-time while ensuring minimal business disruption.
  • Trained and mentored new hires on handling incident communications, fostering a culture of proactivity and accountability within the team.
  • Improved customer satisfaction (CSAT) by 20% within the first six months by implementing a more structured and responsive communication model.
  • Awarded Winner Circle Points for exceptional performance in communication management and improving service delivery during major incidents.

Incident Manager

Wipro Technologies
Hyderabad
11.2021 - Current
  • Led incident resolution efforts for critical issues affecting global customers, working across teams to ensure prompt recovery of services and minimal impact on business operations.
  • Implemented continuous improvement processes for incident management protocols, significantly reducing resolution times.
  • Conducted regular audits of incident management processes, identifying areas for improvement.
  • Managed incident response operations, coordinating with IT teams to minimize service disruption.
  • Provided expert advice to senior management on incident impact and recovery strategies, aiding informed decision-making.
  • Developed and enforced comprehensive incident management procedures that resulted in reduced Mean Time to Resolution (MTTR) and improved incident handling efficiency.
  • Collaborated closely with development and engineering teams to resolve live-site incidents, identify root causes, and implement preventive measures.
  • Contributed significantly to the Microsoft Crowdstrike issue resolution, ensuring effective coordination and timely updates across all impacted teams.

Process Developer

GENPACT INDIA PVT. LTD
Hyderabad
07.2018 - 11.2021
  • Delivered expert technical support to users of Google devices across the APAC and EMEA regions, ensuring a seamless customer experience by providing timely and accurate assistance tailored to diverse customer needs and preferences.
  • Created process documentation, including flowcharts, SOPs, job aids, and work instructions.
  • Single-handedly managed the onboarding and training process for new hires during the absence of trainers, developing comprehensive training materials and mentoring sessions that equipped new team members with the skills and knowledge needed to excel in their roles.
  • Fostered a collaborative environment by sharing best practices and facilitating knowledge transfer among team members, contributing to an overall enhancement of team performance and customer service quality.
  • Conducted in-depth root cause analysis on dissatisfied customer cases (DSAT), identifying key trends and implementing targeted solutions that resulted in a remarkable 15% increase in Net Satisfaction (NSAT) scores.
  • Actively participated in cross-functional teams to develop and refine support processes, driving initiatives that improved efficiency and reduced resolution times for customer inquiries.

Education

Bachelor of Technology in Computer Science and Engineering -

Jawaharlal Nehru Technological University, Kukatpally
01.2018

Skills

  • Incident Management
  • Quality Analysis
  • Global Communications
  • Leadership & Mentoring
  • Process Development
  • Technical Support & Subject Matter Expertise
  • Strategic planning
  • Crisis management
  • Customer relationship building
  • Performance monitoring
  • Documentation and Reporting
  • Microsoft Office Suites
  • NSAT analysis
  • Mentoring

Certificationsandachievements

  • Wipro - Designit, Winner Circle Points: Awarded for significant contributions to improving CSAT metrics and handling critical communications during live-site incidents.
  • Genpact - Google, Bronze Award: Awarded three times for exemplary performance in customer service and technical support., Silver Award: Recognized for consistent excellence in quality analysis and service improvement.

Timeline

Subject Matter Expert and Quality Analyst

Microsoft Azure (Wipro Technologies)
11.2021 - Current

Incident Manager

Wipro Technologies
11.2021 - Current

Process Developer

GENPACT INDIA PVT. LTD
07.2018 - 11.2021

Bachelor of Technology in Computer Science and Engineering -

Jawaharlal Nehru Technological University, Kukatpally

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Arpitha Gupta Puligilla