Vinay Chandra Hattikudru

With over 21 years of experience in IT, including 8 years leading Production Support and Technical Operations at Herbalife, I have built and managed high-performing support teams responsible for ensuring the availability, stability, and continuous improvement of mission-critical business applications supporting users across 26 countries. In my most recent role as Production & Technical Support Manager, I led a team of engineers responsible for supporting a portfolio of business-critical applications with an average volume of more than 1,100 support tickets every month while consistently achieving 98% SLA compliance. I served as the primary escalation point for P1 and P2 incidents, coordinated major incident bridges, collaborated closely with Engineering, Development, QA, Infrastructure, and Business stakeholders, and drove issues to closure while minimizing business impact. One aspect of this role that particularly interests me is the opportunity to act as the bridge between Engineering and Operations. Throughout my career, I have partnered with development teams to investigate production defects, prioritize fixes based on business impact, validate releases, perform root cause analysis, and ensure recurring issues were permanently resolved. I believe that technical support is not only about resolving incidents quickly but also about identifying systemic improvements that prevent future occurrences. Process optimization has always been one of my strengths. At Herbalife, I designed and implemented automation solutions using Power Automate, Power BI, and SharePoint, eliminating repetitive manual tasks and saving more than 100 operational hours. I also developed operational dashboards that provided real-time visibility into ticket trends, SLA adherence, incident aging, and team performance, enabling leadership to make informed decisions based on actionable data.