Anusha Rallabandi
Incident Support Engineer
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About
Personable and technically adept support technician with over 1.6 years of experience resolving diverse hardware and software related issues, consistently delivering high-quality customer service. Recognised for strong problem-solving skills and promoted to Quality Analyst, where over for a year now, I have excelled in monitoring process compliance, leading calibration sessions, and driving continuous improvement initiatives. Proven ability to collaborate effectively with cross-functional teams to ensure alignment on quality standards and deliver actionable insights that enhance operational performance.
Experience
Customer Support Executive - Q conneqt private limited solutions Ltd.
(2021-09 - 2022-10)
- Used tools to Monitor Queue and assigned tickets to available engineer.
- To Ensure that Service level Agreement SLA is not breached by implementing a combination of proactive monitoring, automation and escalation procedures.
- Set up alerts for thresholds nearing SLA limits.
- Implementing a ticketing system with priority levels.
- Ensure timely escalation of issues based on SLA terms.
- Ensure adequate staffing and infrastructure to meet SLA demands and adjust resources.
- Investigate SLA breaches to prevent reoccurrence
- Document and update processes accordingly.
- Onboarded and trained all incoming junior customer support specialists.
Duty Manager - Primus Global private limited solutions Ltd.
(2023-02 - 2024-10)
Quality Analyst - Primus Global private limited solutions Ltd.
(2024-10 - 2025-08)
- Ensured that all processes met defined quality standards before deliverables reached the customer.
- Shared detailed feedback with Engineers to provide improvements and reduce errors.
- Actively participated in regular calibration calls with the operations team to align on evaluation criteria and quality benchmarks.
- Facilitated alignment between the QA and operations teams to maintain consistence in quality assesments.
- Documented and distributed Minutes of Meeting (MOM) post calibration calls, outlining key discussion points and new action plans.
- Proposed and implemented strategies to improve overall quality performance and customer satisfaction.
Duty Manager - Primus Global private limited solutions Ltd.
(2025-08 - 2026-02)
Education
MSC - Computer Science - Priyanka PG College
BSC - MScs - Sindhu Degree College
Intermediate - Sindhu Degree College
SSC - GHS. Kulsumpura
