Putta Nageswara Rao Kota
Manager
Bangalore,Karnataka
Summary
- A dynamic professional with nearly 15+ years of experience in operations, process, customer relationship and application management.
- Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Achieve professional expertise & personal growth along with the growth of the organization
Overview
6
6
years of post-secondary education
16
16
years of professional experience
Work History
Lead Application in DevOps
Schneider Electric Pvt Ltd
Bangalore, Karnataka
10.2019 - Current
- Provide tools and services to help product management and project teams manage and deploy releases into production.
- Plan and prepare Release Calendar with distinctive phases for SIT, UAT, NRT, Production Go-Live followed by HyperCare and Hotfixes with centralizing view of all aspects of Release lifecycle.
- Responsible for setting up a release choreography and branching strategy that is sufficiently simple and robust to handle frequent releases and provided a foundation for releases to run every two weeks.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Assisting in managing projects and interdependencies to ensure milestone adherence and integrity of each release are measured.
- Own the Release Management lifecycle which includes scheduling, coordinating and management of releases across the enterprise for multiple applications across various.
- Led projects and analyzed data to identify opportunities for improvement.
- Responsible for handling escalations and follow up issues about the tools and process.
- Tools usages: AutoRabit, BitBucket,GitHub, Jira (for ticketing and Hotfixes)
Business Application Analyst (SalesForce)
Schneider Electric Pvt Ltd
Bangalore, Karnataka
02.2014 - 09.2019
- Responsible for handling Web2Case and Live chat channel (Omni Channel) for US region
- Responsible for handling all Web2Case and Live gent console related issue for US region.
- Responsible for managing digital experience in different platforms website and mobile app.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Meeting with Customer care leaders to identify an opportunity to enhance support functionality for customers.
- Identifying a need of opportunity in platforms and enable web2case or Chat configuration for customers.
- Making sure that customers are using existing support doc (FAQ, support links, Youtube link and social media etc..) and analyze on customer feedback to enhance the tool experience.
- Responsible for monitoring and prepare a report on customer voice about their experience with digital tools and prepare an actions items to improve or enhance the process.
- Onboarded new hires on Sales Force Web2Case and Chat tool and functionality.
Team Lead
Schneider Electric Pvt Ltd
Bangalore, Karnataka
10.2005 - 02.2014
- Directed and supervised team of 13 engaged in L2 support (Email and Chats).
- Responsible for people management & performance management.
- Responsible for Team SLA deliverables and TAT monitoring
- Responsible for training new staff and ensuring completion of new projects.
- Process transition, mapping, internal control adherence and process documentation ownership.
- Leading, Training & Monitoring the performance of the team members to ensure efficiency.
- Reporting and publishing Monthly SLA and Team dashboard.
- Monthly & Quarterly Objective and achievement presentations to management.
- Responsible for major customer escalations.
Education
High School Diploma -
NTTF
Tumkur 05.2002 - 09.2004
BCA -
Viswabharathi University
06.2007 - 08.2010
Skills
Team leadership and coaching
Timeline
Lead Application in DevOps
Schneider Electric Pvt Ltd
10.2019 - Current
Business Application Analyst (SalesForce)
Schneider Electric Pvt Ltd
02.2014 - 09.2019
BCA -
Viswabharathi University
06.2007 - 08.2010
Team Lead
Schneider Electric Pvt Ltd
10.2005 - 02.2014
High School Diploma -
NTTF
05.2002 - 09.2004
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