Naga Narendra Reddy

• Monitor multiple JD Sports e-commerce applications (40 web applications) to ensure 24/7 uptime.
• Lead a team of 20 technical analysts, ensuring that all issues are resolved within the SLA.
• Experienced in providing support for SASS, PAAS platforms.
• Oversee complete product launches, including Product Management (PIM-PLU/SKU), Order Management (PLP/PDP), and Fulfillment Management.
• Manage incident, service request, and problem management processes, and drive major incidents.
• Mitigate bot traffic using various techniques on CloudFront technologies.
• Identify service gaps, and collaborate with key stakeholders and suppliers to address them.
• Produce daily, weekly, and monthly status reports for senior business members, including directors.
• Manage customer escalations and expectations, ensuring timely, high-quality resolutions, focused on root cause analysis and prevention.
• Appropriately escalate tickets to relevant teams for quick resolution.
• Collaborate on technical issues with resources from internal teams (e.g., PIM Team, Platform (AWS) Team, Warehouse, Fulfillment Team, QA), and multiple third-party suppliers to resolve customer issues.
• Coordinating internal and external releases across the platform.

• Monitor multiple JD Sports e-commerce applications (40 web applications) to ensure 24/7 uptime.
• Lead a team of 20 technical analysts, ensuring that all issues are resolved within the SLA.
• Experienced in providing support for SASS, PAAS platforms.
• Oversee complete product launches, including Product Management (PIM-PLU/SKU), Order Management (PLP/PDP), and Fulfillment Management.
• Manage incident, service request, and problem management processes, and drive major incidents.
• Mitigate bot traffic using various techniques on CloudFront technologies.
• Identify service gaps, and collaborate with key stakeholders and suppliers to address them.
• Produce daily, weekly, and monthly status reports for senior business members, including directors.
• Manage customer escalations and expectations, ensuring timely, high-quality resolutions focused on root cause analysis and prevention.
• Appropriately escalate tickets to relevant teams for quick resolution.
• Collaborate on technical issues with resources from internal teams (e.g., PIM Team, Platform (AWS) Team, Warehouse, Fulfillment Team, QA), and multiple third-party suppliers to resolve customer issues.
• Coordinating internal and external releases across the platform.

• Handling a team of 10 members and running all the workflows with targeted SLAs.
• Production system health and alert monitoring, with correlation in mind, to figure out any progressive or sudden discrepancies.
• Garner the product knowledge, production data center understanding, and application level dependency with infra/networking. Apply this to correlation monitoring to derive prudent impact analysis.
• Perform first-line resolution as applicable for SOC, including system log gathering, system restarts, configuration updating, etc.
• Manage stakeholders' interaction as per the SOC team process/procedure.
• Mitigate incidents as part of first-line support, adhering to the agreed approach and SOPs.
• To manage all the end-to-end services of the platform, such as login, promotion, wallet, KYC, registration, cashier, platform gateway, etc.
• Ensure details of every incident are discussed and shared within the team, including knowledge transfer and the creation and maintenance of documentation.

• The Technical Support Analyst is an exciting role, reporting to the Service Operations Manager, and will be responsible for supporting operational activities delivered through multichannel.
• As an Analyst, you are responsible for directing, supporting, and managing the Service Operations Analysts in the team, and ensuring they are delivering their specific tasks as per the agreed SLAs.
• To work on the various tasks allocated by the lead, and ensure that all tasks are covered within SLA, and be responsible for documenting any concerns promptly, and taking them forward with management.
• To follow all reasonable management instructions, promote a high quality of service, and work in partnership with colleagues' approach.
• During the shift, the lead actively engages with and follows individual support plans, making changes, and updating as needed. Should take responsibility for the tasks and be available for on-call support whenever needed or required.
• Must adhere to Service Level Agreements in terms of Business and Process. Should be self-sufficient in ITIL, and need to train team members to reduce knowledge gaps.
• Should coordinate with the Lead and the up-line Manager, and make sure things are up and running.
• Ability to deep dive and develop innovative ideas for process challenges.

Project1:

• Work assignments to the agents, and ensuring staff are adequately trained.
• Building and maintaining detailed team procedures, upgrading old processes with improvements.
• Monitoring workflow and aged items, and taking actions per agreed SLAs.
• Maintaining relationships with the client's primary contact and internal project management teams.
• Conducting quality assurance audits for work delivered by the team.
• Continuous improvement efforts and knowledge upgrades through product and functionality demos.
• Single point of contact from client vendors and service providers for running product integrations smoothly.
• Collaboration with all teams, as needed, to solve complex problems.

Project2:

• To support premium ATS (2xB) clients via phone and email.
• To support client HR processes, acting as a gatekeeper, and ensuring that policies are adhered to. Running cleanup and maintenance activities per schedules suggested in a timely fashion.
• Housekeeping inboxes and tracking contacts made on a daily basis for effective reporting.
• Elevating issues with the product to engineering, and updating the user with the latest progress made, and following up until resolution.
• Prepare and send the weekly status report to leadership for review.
• Providing data support to potential 2XB clients, to support end to end testing