Prathiksha Shetty

DevOps Engineer

Bengaluru, Karnataka, India7 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven expertise in leading operational initiatives.
Strong record of optimizing support delivery.
Committed to fostering a culture of excellence.

Stackforce AI infers this person is a Cloud Computing and Technical Support expert in the SaaS industry.

Contact

prathiks@akamai.com LinkedIn

Skills

Core Skills

Cloud ComputingLeadershipService DeliveryCloud StorageNetworkingTechnical Support

Other Skills

AccountabilityBusiness EnglishCloud SecurityCommunicationCustomer SatisfactionDomain Name System (DNS)Hypertext Transfer Protocol Secure (HTTPS)JSONJiraLive StreamingManagementMicrosoft PowerPointOSI ModelOperational ExcellencePrivate Clouds

About

Strategic and results-driven Senior Lead in Cloud computing support team with a strong record of building and managing high-impact support teams. Proven expertise in leading operational initiatives, optimizing support delivery, and driving cross-functional collaboration to resolve complex technical issues and elevate the customer experience. Committed to fostering a culture of excellence, accountability, and continuous improvement, while aligning support operations with broader business objectives to drive growth and customer retention.

Experience

7 yrs 9 mos

Total Experience

3 yrs 10 mos

Average Tenure

6 yrs 10 mos

Current Experience

Akamai technologies

4 roles

Senior Cloud Support Engineer Lead

Promoted

Mar 2025 – Present · 1 yr 2 mos

Cloud Computing

Cloud Support Engineer II

Apr 2023 – Mar 2025 · 1 yr 11 mos

LeadershipAccountabilityService DeliveryPublic SpeakingCommunicationBusiness English+5

Cloud Support Engineer

Promoted

Jul 2021 – Apr 2023 · 1 yr 9 mos

Lead the mission-critical, technical service for Akamai customers, ensuring top-tier support and problem resolution. Work with cutting-edge technologies for Media /Web delivery products, demonstrating comprehensive knowledge of product architectures. Analyze existing technical issues within Akamai's Distributed Networks and proactively propose solutions to prevent recurring problems. Take ownership of problem resolution, collaborating effectively with internal teams to ensure swift and effective resolutions.

Cloud StorageSalesforce LightningJiraWeb ServicesLive StreamingOSI Model+3

Associate Cloud Support Engineer

Jul 2019 – Jul 2021 · 2 yrs

Dxc technology

Technical Representative

Jul 2018 – Jun 2019 · 11 mos

Diagnosed and resolved technical issues for AT&T users, taking full ownership of cases to ensure swift service restoration and keeping users informed with timely updates. Managed the escalation process for incidents with a commitment to meeting Service Level Agreements, addressing urgent issues promptly. As a backup Subject-Matter Expert (SME) for AT&T, provided expert guidance to the support desk.
Consistently recognized for achieving top Customer Satisfaction (CSAT) scores, reflecting my dedication to excellent customer service.

CommunicationCustomer SatisfactionTechnical Support