SriValliKrishna Veeravelli

Product & Platform Ownership (Azure Quota Experience) Cross-Functional Execution Operational Excellence & Automation People Leadership

• Owned the end-to-end Azure quota management experience, acting as the primary accountability point across front-end ops, engineering, billing, networking, and scale teams.
• Prioritized quota issues & enhancements using product metrics including recurrence frequency, breach patterns, and customer escalations.
• Drove feature discussions and backlog readiness by translating operational pain points into actionable product requirements.
• Partnered with global teams across India, US, and EMEA to ensure roadmap alignment and release preparedness.
• Represented enterprise customer challenges during Azure governance forums and platform review calls.
• Enabled consistent quota decision-making across 500+ HC by defining standardized workflows and knowledge assets.
• Reduced recurring quota incidents by ~25–30% through RCA-driven prioritization and proactive detection.
• Improved SLA adherence by redesigning intake workflows and escalation frameworks.
• Identified automation opportunities, enabling rule-based approvals and reducing manual workload in high-volume quota scenarios.
• Enhanced internal documentation, onboarding guides, and quota dashboards — reducing engineer ramp-up time.
• Participated in hiring drives, interviews, new-hire training, and performance appraisals as part of org-level responsibilities.
• Mentored L1–L2 engineers, improving capability maturity and readiness for Azure workloads.
• Led team huddles, performance connects, and knowledge-sharing sessions.

• Owned Major Incident, Problem, and Change Management for large-scale enterprise customers.
• Managed 1400+ Knowledge Base articles, ensuring lifecycle accuracy and consistency.
• Conducted monthly Quality Audits on 80+ cases per associate.
• Directed shift operations, escalations, new-hire transitions, and triage activities.

• Delivered SLA-bound L1/L2 technical support with strong CSAT performance.
• Managed real-time floor operations including AUX monitoring, AHT reporting, and CSAT dashboards.
• Trained and mentored new associates.

• Handled 70+ concurrent chat users with high-quality support.
• Created promotional content improving engagement and revenue.
• Conducted process improvement presentations and training sessions.