Venkata Maddali

• Collaborating with local and global stakeholders to supervise and support Microsoft Cloud data centre facilities.
• Serving as key Incident Manager in Global Datacentre Incident Management team.
• Ensuring prompt and effective communication with stakeholders.
• Collaborating with stakeholders to identify root causes and detect process gaps.
• Established process improvements in daily operations which reduced time to classify incident severity.
• Supervising vendor tasks in accordance with Statement of Work (SOW).
• Drove vehicles to determine problems and test repairs.

Service Delivery Management / Technical Support

• Establishing escalation, response, and resolution timelines for reported issues based on their criticality and resolving support/operational issues.
• Tracking all project phases, reporting progress to client, and meeting deadlines without compromising quality standards.
• Taking end-to-end ownership of three different Projects with overall yearly business of USD 9 million.
• Collaborating with Microsoft Account Managers during project inception to understand delivery requirements.

Process Management

• Delivering services based on Service Level Agreements (SLAs) for operations management and ensuring compliance with policies and processes related to transition, implementation, and operation of outsourcing services.
• Mapping business requirements and coordinating development and implementation of processes in accordance with pre-set guidelines.
• Applying Project Management techniques to streamline requirements and prepare multiple solution approaches.
• Leading processes to minimize, reduce, and eliminate service interruptions significantly to lessen their impact on business operations

Incident Management and Tracking

• Managing and tracking incidents, including regular follow-ups with teams to reduce Time to Resolution (TTR).
• Identifying and correlating platform bugs, and reporting them to respective component team to enhance Windows Azure Cloud platform.

Quality Assurance and Documentation

• Maintaining work quality by capturing investigation details and documenting new components, activities, and process improvements.
• Creating knowledge base content, troubleshooting guides, and customer self-service guides for problem resolution.

Team Collaboration

• Engaging in team interactions to discuss process improvements and gap fillings with Support Leads.
• Collaborating closely with Microsoft Full-Time Employees (FTEs) to build Production clusters.

Configuration and Validation

• Validating initial configuration of Top Of Rack switches, Cluster spines, Core routers, Load balancers, Power stripes, Nucleon controllers, PDUs, Out Of Band management switches, blade checks, Disk checks.
• Preparing configurations using specification answer files and Deployment Dashboards to perform different types of component deployments (install/upgrade).

Windows Azure Components and Subscriptions

• Configuring Windows Azure components like Fabric, SLB, Brooklyn, Storage, XStore, runners, iDNS, XLocation, ARPA, Gomez, DDOS, etc.
• Creating subscriptions at Datacentre level and attaching them to Offer types to route customer traffic to appropriate designated region load balancers.

• Resolving Azure customers on issues towards core platform.
• Helping customers to setup cloud environment.
• Identify, correlate platform bugs and report to respective component team to build better platform to Windows Azure Cloud customers.
• Maintain quality of work by capturing investigation details. Documentation of new components, activities and process improvements.
• Create knowledge base content, troubleshooting guides and customer self-service guides for problem resolution.

Server Monitoring and Management

• Monitoring Unix/Windows/Database servers using Netcool console.
• Rebooting and restarting servers and applications as per checklist, and scheduling reboots for virtual machines.
• Performing FLPD using Putty tool and UNIX commands.

Troubleshooting and Incident Management

• Performing standard systems and website troubleshooting to diagnose and quickly resolve issues detected by monitor systems.
• Resolving and escalating incidents based on priority, generating tickets based on internal requests and alerts, and following up on escalated problems.
• Working on incidents raised by service desk and operations while maintaining SLA.

Project and Process Management

• Participating in Transition team (KT) and Disaster Recovery (DR) activities.
• Ensuring standards and Service Level Agreements (SLAs) are met, including response time, follow-up, ticket updates, and resolution.
• Ensuring smooth shift hand-offs and documenting standard operating procedures.
• Ensuring customer satisfaction and successful project delivery.

Tools and Hardware Management

• Using Remedy 7.1 ticketing tool from BMC Software for creating, updating, and closing incidents, tasks, and change requests.
• Identifying hardware errors through IBM Director and engaging vendors to replace faulty hardware by raising shopping cards if not under warranty.

Collaboration and Health Checks

• Collaborating with Major Incident Management and coordinating with multiple resolver groups to resolve priority issues during production hours.
• Performing daily health checks for servers on HIT list / Top talking servers.