Chandana Raju
Chikkaballapur
Summary
Results-driven Escalation Manager with expertise in root cause analysis and incident response, renowned for strong analytical abilities and effective communication. Collaboration with cross-functional teams to enhance process efficiencies. Demonstrated success in coaching and mentoring while establishing policies that significantly enhanced escalation management outcomes. Aiming to leverage these skills to drive continuous improvement initiatives in a dynamic organization.
Overview
6
6
years of professional experience
Work History
Escalation Manager
Amazon Web Services(AWS)
Bangalore
02.2023 - 10.2024
- Core responsibilities include critical thinking, performing root cause analysis, summarizing the incident, drafting reports, identifying trends, and deriving lessons learned and actionable insights for the enhancement of the process.
- Experience working with cross-functional teams, including Product/Engineering teams, AWS Service teams, Customer Support, Account Managers, Data Scientists, Business Analysts, Intel Engineers, and the Legal Team, to address the incident action plan.
- Managed executive, legal, and enterprise customer escalations.
- Handled confidential information relating to customer accounts while adhering strictly to company security protocols.
- Established policies and procedures related to escalation management, along with senior leadership, to streamline internal processes.
- Developed prioritization frameworks ensuring efficient management of critical issues.
Support Engineer II
Amazon Web Services(AWS)
Bangalore
09.2021 - 02.2023
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
- Identified operational inefficiencies and automated recurring tasks to increase productivity and streamline workflows.
- Drafted thorough support procedures and documentation for customer-facing blurbs and incidents.
- Coordinated with teams for effective execution of escalation-derived action items.
Investigation Specialist
Amazon Business
Bangalore
10.2018 - 08.2021
- Design, develop, and maintain various technical projects with Payment Risk Operations.
- Contributed to hiring, performed evaluations, and provided the handover to upper management.
- Trained new hires by designing a well-structured training schedule on various projects, reporting, documentation, case studies, and real-time RCA with examples.
- Identified knowledge gaps through drafting process adherence reports, and provided training across diverse scenarios.
Education
Bachelor of Engineering - Computer Science
Brindavan College of Engineering
Bangalore01-2017
Skills
- Analytical skills
- Problem-solving
- Root Cause Analysis
- Incident response
- Summary writing
- Tool Development
- Team Incubation
- Effective communication
- Risk assessment
- Data analysis
- Coaching and mentoring
Technical :
- HTML/CSS
- Javascript
- SQL
- MS Office tools
Timeline
Escalation Manager
Amazon Web Services(AWS)
02.2023 - 10.2024
Support Engineer II
Amazon Web Services(AWS)
09.2021 - 02.2023
Investigation Specialist
Amazon Business
10.2018 - 08.2021
Bachelor of Engineering - Computer Science
Brindavan College of Engineering
Similar Profiles
Francisco Javier Chavero, Jr.Francisco Javier Chavero, Jr.
Environmental Program Manager (EPM) at Amazon Web Services (AWS), Amazon Data Services, Inc.Environmental Program Manager (EPM) at Amazon Web Services (AWS), Amazon Data Services, Inc.
Prudhvi YalamanchiliPrudhvi Yalamanchili
Software Development Engineer at Amazon Web Services (AWS)Software Development Engineer at Amazon Web Services (AWS)
Duong NguyenDuong Nguyen
Principal Engineer at Amazon Web Services (AWS)Principal Engineer at Amazon Web Services (AWS)