Nayana Hegde

As a team lead at Akamai's Cloud Support Team, my responsibilities included being a technical consultant for our customers and their accounts team delivering value with every engagement, improving processes, optimizing operations, people management aspects, driving projects independently and reflect an industry-leading support experience

Operations including:

• Supporting various Akamai products and troubleshooting customer issues at HTTP/HTTPs layer along with understanding of TCP/IP, UDP, DNS
• Web delivery and optimization , Media Streaming, CDN technologies, web technologies such as HTML,CSS, SQL and Javascript experience with Linux and relevant troubleshooting tools. Skilled with Salesforce CRM, Jira and Confluence
• Boosted customer satisfaction by delivering prompt technical support and resolving complex issues. Escalation management , Meeting Support KPIs, SLAs, and achieving high customer satisfaction scores.
• Drive improvement of both internal and external documentation using best practices of Knowledge Centered Service (KCS) mindset

People management aspects including:

• Enhanced system performance by optimizing cloud infrastructure and implementing scalable solutions.
• Lead a team of 12 engineers in resolving complex cloud-related issues, ensuring timely and effective resolution
• Developed team through hiring, training, coaching and mentoring activities
• Collaborate with cross-functional teams to ensure seamless customer support and satisfaction

Project management aspects :

Some of the projects that I have driven in the last one year are :

• Skill Matrix : Helped improve skill level within the team and ensured quicker learning for juniors , thereby reducing additional time and cost in setting up separate training
• Escalation Management : Streamlined approach to handling escalations , tracking action items, relevant owners for each action and delivering observations to leadership team to improve customer experience
• Setting up new team within Global Akamai Cloud Support organization in Bangalore, India and in Cambridge, Massachusetts : Played a pivotal role in setting up day-to-day operations for team, hiring, training and mentoring to manage high revenue customers in US region
• Revamped training Program within Global Services and Support Organization : Helped improve onboarding process efficiency and cut down time to production for newer folks.