Satish Kumar Gaddamidi
Hyderabad
Summary
Dynamic IT leader with over 14 years of experience in cloud engineering, technical support, training, and team leadership. Proven ability to streamline operations, mentor teams, and deliver exceptional customer service while fostering a collaborative work environment. Recognized for strong technical expertise, innovative problem-solving skills, and a proactive approach to implementing effective IT solutions. Ready to contribute to a fast-paced organization that values innovation, efficiency, and team success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Successor Manager & Cloud Engineer
Keyloop
Hyderabad
08.2022 - Current
- Successfully led a team of 14 engineers, driving excellence in cloud engineering, business intelligence, and technical support.
- Fostered a high-performance culture, implementing structured coaching, mentorship programs, and leadership development.
- Provided continuous performance management and feedback, ensuring career growth and skill enhancement.
- Delivered world-class customer support, consistently achieving high client satisfaction ratings.
- Partnered with business stakeholders, product owners, and clients to resolve high-priority issues effectively.
- Championed process optimizations, enhancing operational efficiency and customer experience.
- Spearheaded major incident management, ensuring rapid service restoration to minimize downtime.
- Established a self-learning culture, building technical competencies and fostering professional development.
- Developed training programs, mentoring senior members for leadership progression.
- Served as a Learning & Development partner, identifying and facilitating training needs for the support team.
- Proactive idea contribution to improve customer experience, operational excellence or ad hoc operational issues.
- Ensuring that products introduced to support are ready for general release and knowledge is transferred
- As a Cloud engineer, I am responsible for providing operational support to the Keyloop Platform and ensuring that necessary tools, software and processes are put in place to allow the system to scale as operational loads increase.
- I am part of the technical escalation team, responsible for “last line of defense” technical and support issues, which have been escalated by Support Teams globally. I am highly analytical and an excellent problem solver with the ability to uncover not only the problem but also the root cause.
- I have technical skills and an outstanding communicator, working not only as a team at times on issues but also coaching others throughout the company.
- Perform initial troubleshooting for all the cloud services - including necessary roll back and restore to maintain the high platform availability
- Good architectural understanding of deployed services to provide early feedback to the engineering team (via Production Readiness checklist).
- Create, maintain, and enhance monitoring, alerting and debugging capabilities
- Collaborate with Engineering and Technical Escalation team colleagues to implement performance improvements identified through tracking service latency figures, CPU utilization figures, etc.
- Collaborate with Engineering team on measuring SLIs and SLOs
- Provide necessary operational support to multiple platforms (both on-prem and on AWS). Participate in periodic 24x7 on-call duties
- Responsible for availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of their service
Business Intelligence
Keyloop pvt ltd
Hyderabad
10.2021 - 07.2022
- Developed and implemented data collection and processing procedures to ensure accuracy and efficiency in storage and analysis.
- Optimized data analysis methodologies, continuously monitoring collection processes to enhance insights and reporting.
- Collaborated with management and stakeholders to define business goals, aligning data-driven strategies with organizational objectives.
- Researched, developed, and applied innovative data-gathering techniques to improve decision-making and operational efficiency.
- Analyzed and synthesized data, delivering actionable reports and recommending solutions to enhance business intelligence.
- Executed DMS Delta load based on consultant and customer requests, ensuring seamless data integration and system updates.
- Installed and configured Manserv (OEM – BMW) products, applying Delta load for effective system performance.
- Provided critical support on weekends and late-night manual data extractions to maintain service continuity.
- Ensured timely execution of ETL processes, guaranteeing data availability for clients through visualizer tools.
- Handled massive quantities of business intelligence data, personally managing as much as 20-30 terabytes.
Team Lead / SME / Product Support Engineer
CDK global pvt ltd
Hyderabad
07.2016 - 09.2021
- Lead 12 members of Sales / CRM module.
- Quality Audit Owner for support team - Handles the quality audit process, ensuring that all the cases and Jiras are handled as per the S&P guidelines.
- Introduced and tracked KPIs with continuous improvement plans by coaching and feedback.
- Developed and implemented training initiatives for new recruits.
- Documentation management, assisting the product, marketing and support team with preparing documents and videos for demos, coaching and learning.
- Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
- Accurately resolve support issues using analytical, technical and programming skills through to root cause and fix
- Proactively monitor services and respond to issues raised by customers and monitoring systems, ensuring the availability and performance of the various Dealer Management System (DMS) and their users
- Ensure issues are accurately investigated and both the cause and the symptoms of problems are resolved while taking into account customers’ business and operational practices
- Manage, priorities, escalate and progress calls under own initiative ensuring that critical issues get appropriate attention
- Pro-actively acquire knowledge of the project and associated toolsets, sharing that knowledge across other teams (Development, Testing and Patching teams)
- Collate sufficient information to allow for regional specific data to be generated and maintained
- Providing Support on Weekends and attending weekly calls/meetings
- Identifying the knowledge gaps of Team members and providing training and mentoring them regularly
- Monitoring the ticketing tool (Salesforces), make sure the productivity is distributed and end of the day with minimal backlogs from the Team
- Regularly update the performance of Vehicles Module team to Report manager
- Part of Quality Assurance team and review the closed cases to give better quality
- Implemented process improvements, resulting in streamlined workflows and reduced turnaround times.
- Mentored junior staff, fostering skill development and promoting team collaboration.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Digital Marketing Analyst
Accenture
Hyderabad
05.2015 - 06.2016
- Troubleshooting and resolving complex DoubleClick for Publishers (DFP) issues directly for our highest revenue-generating publishers
- Also debugging on HTML, Java script and CSS queries
- Provide guidance and consultative technical expertise to clients
- Provide two-way communication and collaboration on monthly product release cycles and customer-centric product development
- Provide in-depth support for creative management tools, troubleshooting 3rd party reporting discrepancies, and mobile ad serving creative’s
- Communicate via emails to clients once the issue is fixed from root cause.
- Proactively monitor ad serving on the client web pages
- Managed Google AdWords campaigns, improving overall click-through rate and cost per acquisition.
- Analyzed digital marketing data to inform campaign strategies and optimize performance.
Process Associate
ADP pvt ltd
Hyderabad
02.2011 - 04.2015
- Working with DMS servers and will be moving PICK data from one server to another.
- Migration of huge Databases with Zero downtime of server for Client.
- Checking the connectivity between two migration servers well in advance and performing some preparatory work.
- Ordering of patches and software releases on Source server and Destination server.
- Taking care of certain files backup.
- Responsible for transferring client requested logons to Destination server over the Telnet without any data loss and restore them successfully.
- Performing some standard checks on DMS server (Destination server).
- Verifying and running some TCL commands and communicating respectfully with support team and resolving the DMS issues before Destination server handed over to the client.
- On and average, work on two migrations per day.
- Finally testing it perfectly whether the data transfer from source to destination was perfect or not.
- Provided Support on Weekends and attending weekly calls/meetings
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Education
Masters - Information Technology
Sikkim Manipal
Hyderabad03.2013
Bachelors of Degree -
Affiliated Osmania University
Hyderabad04.2010
Skills
- Experience in SQL Server Management Studio and ETL tool (Visualizers support)
- Experience in Digital Marketing as a Campaign manager and Ad-Trafficker
- Expert in DFP platform (Double Click for Publisher) for DART and GPT tags, Mobile add-on for DFP
- Good knowledge on AWS Cloud and DevOps tools, CI/CD experience in Jenkins
- Experience on AWS (Lambda, SQS, SNS, DynamoDB, S3, ECR, EC2)
- Experience in Grafana, Kibana, Newrelic, API testing POSTMAN tools
- Knowledge of microservice implementation technologies (both serverless and containers)
- Strong communication and collaboration skills
- Vast experience in directly working with onshore clients from various countries and providing system and client support
- Experience in working in an Agile Team and member of Agile CoP
- Skilled in troubleshooting and problem resolution
- Technologies known: Cloud Computing, KCML, C, Core Java, Data Warehousing, TCL language, HTML5, JavaScript, GPT tags, Digital marketing (Ad-Trafficker and Campaign manager) and Testing Tools (Manual and Automation)
- Databases: SQL, PLSQL, KDB, Oracle and PICK Data Base
- Operating Systems: Windows Servers, Unix / Linux servers, Windows
- Tools: Ticketing Tool (Sales force, Nelson), Terminal Server, ETL Tool (Data migration), DevOps tool – Grafana, Kibana, API testing – Postman, Newrelic tool and SharePoint, Jira, Kanban, Github, Swagger API
Certification
- Received IBM certificate a passing grade in Docker, Container & Kubernetes
- Volunteer certifications for CSR programs
- Certified lean Six Sigma Green Belt from Academy Amsterdam
- Completion certificate from Intellipaat AWS and DevOps
- Newrelic university Observability Practitioner and Foundations Badges
Timeline
Successor Manager & Cloud Engineer
Keyloop
08.2022 - Current
Business Intelligence
Keyloop pvt ltd
10.2021 - 07.2022
Team Lead / SME / Product Support Engineer
CDK global pvt ltd
07.2016 - 09.2021
Digital Marketing Analyst
Accenture
05.2015 - 06.2016
Process Associate
ADP pvt ltd
02.2011 - 04.2015
Masters - Information Technology
Sikkim Manipal
Bachelors of Degree -
Affiliated Osmania University
Awards and Recognition
Awarded Titan of the month, Star of the Month for many times from the time of inception for the good productivity and the Quality in the team.
Awarded with the couple Associate of the Quarter, Awarded Shining star, Game Changes multiple times for completing the Boot camp within a week,
I was part of an innovation team which will post and implement Innovative Ideas to increase the process of productivity and quality.
Ideated and built an AIML based case recommender tool which suggests Analyst based on past assignment and resolution KPIs.
Improved productivity of the support team by 12% by reducing the time-to-resolution for frequently recurring case types.