Anissetti Abbhinav

• This project primarily focuses on optimizing support for Microsoft internal customers by efficiently addressing their needs, resolving issues within SLA guidelines, and managing various tasks. It includes investigating issues in Walmart and BlackBox synthetics, addressing Stack Overflow questions, solving EAP machine issues through XTS platform investigations, and more.

Responsibilities:

• Involved in Incident Management System (End to End).
• Acted as Point of contact for preparing postmortems or PIRs (Post-Incident Reviews) for high-priority incidents and presenting them in weekly or monthly customer calls.
• Acted as Point of contact for preparing and delivering monthly reports for Walmart and Blackbox customers.
• As per Microsoft internal customer requests, Performing Packet captures, storage account recoveries.
• Involved in and handled internal and external audits for project.
• Introduced few automations through Kusto queries in process which helped reduce manual efforts in team.
• Handling high priority bridge calls, Sev1,2,3,4 incidents and help in mitigating issue within SLA reported by Microsoft internal customers.
• Managing and maintaining reports of incidents raised by associates on weekly and monthly basis.
• Monitoring and following up with respective teams for latest updates on the issues and guiding with resolutions without any escalations
• Performing first level investigation and triaging through Tsgs and help in resolving the issue.
• Resolving Basic Network issues which are reported by Microsoft internal customers
• Guiding team members for better resolution of incidents.
• Creating Virtual machines, storage accounts in Azure portal as per the internal team requests.
• Analyzing and presenting SLA report to higher level management.
• Performing Quality check in team and make sure all the aspects are taken care within process.
• Provided 1st and 2nd level technical support and troubleshooting to internal clients.
• Maintained good rapport with in the team and with the product group teams while resolving the incidents.
• Understood client needs and objectives by conducting proactive customer and data analysis.
• Mentored newly recruited engineers by training them on processes and guiding them into production.
• Identified, analyzed and resolved infrastructure vulnerabilities and process related issues.
• Provided technical support to internal stakeholders, diagnosing and resolving complex issues related to the organization''s cloud environment.
• Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.