Swetha Anantha Swamy Rao
Leader Support Engineering and System Development- Amazon Payments @Amazon
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WORK HISTORY
Leader Support Engineering and System Development- Amazon Payments @Amazon
Bengaluru, IN
Leadership & Strategy • Build, lead, and mentor multiple DevOps engineering teams (40+ engineers)• Develop and execute comprehensive 3–5-year DevOps strategic roadmap aligned with business goals and growth objectives. • Achieved 50% reduction in critical issues and 35% improvement in resolution time • Drive 99.99% Availability (SLO), resiliency and reliability (SLI) goals for critical services.• Lead digital transformation initiatives and modernization of legacy infrastructure (Graviton, JDK-21)• Drive adoption of cloud-native technologies and practices across the organization• Present technical strategy and progress to executive leadership and board members Team Leadership & Development• Close collaboration with Product, Development team to listen to Voice-Of-Customers.• Delivering paper-cut features drive Customer Satisfaction. Technical Innovation• Implemented AI solutions (Amazon Q and GenAI) for support operations • Reduced ticket volume by 35% through chatbot and self-service initiatives • Created comprehensive knowledge management system, cutting resolution time by 25% • Established AI-powered incident management systemTeam Development • Built and mentored team of 4 managers and 40 engineers across global locations • Reduced attrition by 35% through career development initiatives• Increased internal promotions by 40% year-over-year• Successfully developed 4 ICs into management roles• Improved team diversity and inclusion metrics through targeted DEI programs
EDUCATION
BMS College For Women
BSC, Physics, Maths, Computer Science
Karnataka State Open University
Master's degree, Computer/Information Technology Administration and Management
ABOUT SWETHA ANANTHA SWAMY RAO
Transformational leader with over 22 years of experience in DevOps, SRE, technical support engineering, Application and Systems Engineering, currently heading Amazon Pay’s 40-member global support engineering organization. Focused on creating data-driven strategies, the team has achieved a 50% reduction in critical issues and a 35% improvement in resolution time while enhancing operational efficiency by 20%. Pioneering AI-driven solutions, including Amazon Q and GenAI, to modernize support operations, with initiatives reducing ticket volumes by 35% and strengthening customer satisfaction. Dedicated to fostering collaboration with product and development teams and delivering impactful features that address customer needs.
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