Priya Vutukuri

Customer Support Executive with 2.5+ years of experience in Service Desk and Incident Management, supporting large-scale cloud-based SaaS data centre operations for 1000+ enterprise clients globally. Experienced in handling high-volume customer queries via phone and email, incident triage, SLA monitoring, escalation management, and cross-functional coordination. Known for strong verbal and written communication skills in English, empathetic client handling, and delivering timely resolutions in fast-paced support environments.

Comfortable working in rotational shifts including night and early morning shifts to support international clients.

Associate Engineer – Client Support & Operations at Cloud4C Services Pvt. Ltd.

Managed incident and service request tickets on a cloud-based SaaS data centre platform, supporting 1000+ enterprise customers across global markets with primary focus on customer support and operations management.

• Managed 50–80 incident and service request tickets daily on a cloud-based SaaS data centre platform, supporting 1000+ enterprise customers across global markets.
• Served as the primary point of contact for customer queries and technical issues, providing real-time support via phone, email, and live chat while ensuring timely resolution and high customer satisfaction.
• Performed incident triage and priority classification (P1/P2/P3) based on business impact and urgency, routing incidents to appropriate technical teams and monitoring progress to ensure SLA compliance.
• Coordinated P1 critical incident bridge calls with technical teams, stakeholders, and project managers during server outages, managing multiple client communications simultaneously under high-pressure scenarios.
• Collaborated with QA and Engineering teams to investigate, escalate, and track bugs and unresolved technical issues, keeping customers informed of progress until full resolution was achieved.
• Created and maintained detailed knowledge base articles, shift handover reports, and incident tracking documentation to support team efficiency and ensure seamless transitions between support teams.
• Actively tracked and acted upon customer feedback, identifying recurring issues and sharing product improvement insights with internal teams to enhance the overall customer experience.
• Resolved ticket ownership conflicts between teams by coordinating investigations and escalating issues to senior teams, ensuring accountability and timely closure of all open incidents.
• Monitored open incidents and critical P1 tickets during rotational shifts — including night shifts — prioritising resolution and ensuring proper follow-up until closure for international clients.
• Identified opportunities for process improvement and contributed suggestions to the product team to drive better user experiences and reduce recurring support issues.

Bachelor of Computer Science in Computer Science – Nalanda Degree College (2019 – 2022)

Intermediate in MPC – Sri Chaitanya Junior College (2017 – 2019)

SSC in General – KC High School (2016 – 2017)