sravya chowdary

I am a Technical Support Manager with 10+ years of experience in SaaS/CPaaS platforms, focused on reducing escalations and improving operational efficiency. I progressed from individual contributor to leading and mentoring 18+ engineers across specialized sub-teams.

I solve complex API, SIP/VoIP, and microservices issues and lead incident management, RCA, and SLA/CSAT governance. My work introduced proactive monitoring using Grafana, Kibana and OpenSearch, which reduced recurring issues and prevented outages.

I boosted L2 support efficiency through workflow automation and process optimization, maintained >95% SLA compliance, and consistently high CSAT across enterprise clients. I have supported enterprise onboarding and escalations for major customers, ensuring smooth integrations and reliable service delivery.

I collaborate closely with Product, Engineering, NOC and SRE teams to close product gaps, enhance platform reliability, and deliver customer-facing RCAs with detailed technical insights. I am recognized for building scalable, reliable solutions and driving customer success.