Rakesh Raja Bhimuni

Escalation Specialist @Amazon

Bengaluru, IN

Part of the newly established Critical Incident Operations (CIOPS) team under Amazon Global Security Operations (GSO) aimed at mitigating critical incidents related to the Amazon products.• Support Amazon Worldwide Operations by providing 24/7 services including incident response, incident triage and crisis management.• Being point of contact for the ES on the shift for clarification of queries and managing their work.• Manage day-to-day floor operations, create daily and weekly metric reports, and share them with stakeholders• Ensure the effective and consistent use of risk management tools and policies, which includes analyzing pain points, observing trends, and timely escalating issues.• Conducted cross-functional process-related training sessions whenever the team required it• Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.Achievements:• Streamlined team workload quantification by developing an internal tool for data capture post- escalation, enabling precise metric analysis and external stakeholder reporting.• Enhanced customer satisfaction by initiating quality metrics within the pilot team, leading to meet targets and streamlined performance evaluation.

Charles Sturt University

Master's degree, Computer networking

Avanthi Institute of Engineering & Technology, Tamaram Village, Makavarapalem mandal, Narsipatnam , Pin-531113. (CC-81)

Bachelor's Degree, Computer Science