Maruthi Gundepudi

Role Description : Established and headed an Incident and Escalation TAM (Technical Account Management) pooling team within the Enterprise Support organization, aligning the team with leadership's vision. This involved developing robust escalation and incident management processes, implementing essential tools and workflows for daily operations, creating key performance indicators (KPIs) and service level agreement (SLA) metrics, and overseeing training and development initiatives.Additionally, successfully facilitated the quarterly onboarding of new TAM verticals from strategic industries

Job Responsibilities:

• Successfully executed projects of regional and global scale, showcasing the capability to expand initiatives beyond initial boundaries
• Collaborated with the Senior Leadership team to formulate metrics for team headcount, resource utilization, project outcomes, and program success
• Utilized data-driven insights to drive continuous improvement efforts and optimize operational efficiency
• Developed team metrics and utilization dashboards for the Leadership team
• Delivered clear and timely communication on emerging issues to Senior Leadership
• Monitored and managed communications during high-impact incidents across relevant channels
• Engaged closely with TAMs to address Incidents and escalations, ensuring progress towards resolution
• Worked alongside cross-functional teams, encompassing both technical and non-technical personnel, to troubleshoot and mitigate complex issues
• Additionally, responsible for incident reviews to prevent recurrences
• Demonstrated the ability to maintain composure in dynamic and high-pressure situations.

Drive Operational Excellence within the Escalation & Incident Management team to enhance the overall customer experience during large scale events and critical incidents in addition to the day-to-day Escalation Engineer activities.

Key Deliverables:

• Provide support for critical incident /Large Scale events for AWS customers and Service Teams
• Ability to maintain composure in dynamic and high-pressure situations
• Provide crisp and timely communication on developing issues to Senior Leadership
• Monitor and manage communications during high impact incidents via relevant channels
• Facilitate Root Cause Analysis after each Incident to mitigate problem recurrence
• Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
• Correction of error (COE) BAR Raiser: As part of COE Bar raiser team, my job is to provide unbiased feedback to Ops Managers to ensure that the quality of a COE is up to AWS standards, Main focus is by helping COE authors make their COEs actionable and applicable across sites and ensure that we are protecting customer trust and preventing confidential information from leaking in a COE
• Incident/Escalation Support Ops: Part of an internal team that identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes

• Responsible for quickly resolving major incidents that impact Akamai customers, platform, and products by leading a cross-functional team of technical and non-technical people to troubleshoot and mitigate complex issues
• Also responsible for the review of incidents to prevent recurrences
• Key Deliverables:
• Act as central point of contact for all critical and priority 1 and 2 incidents raised within the Akamai technologies environment
• Ensure agreed action-plans are documented and followed through with any required changes clearly communicated to all parties
• Initiate, drive and document technical and management conference calls if/when required for incident resolution
• Ensure all steps and progress of all critical incidents are clearly documented within relevant case logging tools and that timestamps are 100% accurate.

• The position represents the Global Technical Services team as a subject matter expert, for major cross-functional projects affecting TS business; to identify process / procedure challenges
• Key Deliverables:
• Serve as the single point of escalation for customers in the management and resolution of Service Requests (SRs) that require immediate intervention due to the breakdown of normal process and/or unique situations
• Help turn around the customers sentiment during such issues that are causing, or may cause, customer dissatisfaction within Technical Services specifically and Cisco
• Assist manage such situations and approve additional resources, if necessary, to get such problems resolved
• Lead/Drive cross-functional teams to satisfy escalations.

• The key focus is on product enhancement by reporting defects and to address enhancement channelization and feature integration in different release
• Worked directly with Cisco (European and Emerging Market's) Partners and Customers which includes AT&T, British Telecom, Verizon, Telindus, Telstra, etc.

• Assisting customers and troubleshooting Akamai CDN products.

• Technical support for Sonicwall Security products such as Firewalls, IPS,VPN and UTM firewalls.

• Assisting customers in troubleshooting and configuring, laptops which includes troubleshooting Windows operating systems.