Ravi Gundepudi

• Created and implemented customer support strategy, achieving a 30% reduction in response times.
• Led the creation of an expansive knowledge management system, decreasing support ticket volume by 20%, and enhancing first-contact resolution rates.
• Defined KPIs and metrics to gauge customer support operations success.
• Supervised escalations and high-priority incidents, ensuring quick resolution of complex technical problems.
• Developed and sustained strong relationships with high-profile clients

March 2022 – Nov 2023: Escalation Team Lead, AWS (Strategic Accounts), India.

• Led the establishment of a dedicated Incident and Escalation ManagementTeam in India for AWS's top 1% Strategic Accounts, to manage critical customer escalations.
• Recruited, trained, and built a high-performing team of 10 professionals to support Strategic TAMs with complex escalations, incidents, and customer issues.
• Designed and implemented training materials, SOPs, workflows, KPIs, and processes to maximize team effectiveness, and service delivery.
• Collaborated regularly with senior leadership across strategic industries to align team objectives with the organizational vision and address key customer pain points.
• Established feedback loops with TAMs and Principal TAMs to identify emerging customer needs, refine escalation strategies, and drive team improvements.
• Looking at the potential of the team, I delivered a narrative to make the team a global organization, and it was then approved by the leadership. Now, the team is called Global TAM Shared Services and is spread across multiple regions.

Jan 2020 – Mar 2023: Escalation, Incident, and Event Management Specialist, AWS - Ireland.

• Led efforts to restore service in a timely manner for critical business functions, application, and infrastructure services as part of a 15-member remote team comprised of professionals from several different countries and time zones.
• Implemented and executed major incident management processes, including invocation, ownership, escalation, communication, and restoration of service.
• Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams, which include application, infrastructure, and business units.
• Established standards and procedures that maximized operational responses to encountered incidents and minimized service availability interruptions; contributed to a cross-functional team to ensure procedure manuals and incident playbooks were current and correct.
• Prepared documentation and reporting for the executive team on a weekly, monthly, and quarterly basis.
• Prepared post-incident review documents and attended problem management review meetings to ensure the determination of the root cause; prepared accurate, appropriate, and timely communication to internal and external stakeholders.
• Provided timely feedback to senior management regarding issues affecting the quality of service to clients; facilitated bridge meetings and weekly team meetings, coordinating with all time zones to ensure timely communication.

• 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.
• 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.

• Understanding customer needs and creating a configuration on the Akamai CDN platform.
• Troubleshooting performance issues, such as response time, cache optimization, and HTTP caching.

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