Jan 2024 – Present · 2 yrs 2 mos

• Spearheading the development of post-sales systems for buses, cabs, and rail services, focusing on delivering a seamless customer experience through automation and process optimisation.
• Driving operational efficiency by reducing manual interventions and implementing scalable, automated solutions.
• Overseeing architecture design, ensuring robust, high-performance systems aligned with business goals.
• Leading a cross-functional team, managing end-to-end release deliveries, and mentoring team members to foster professional growth.
• Collaborating with stakeholders to define strategic goals and ensure timely, high-quality delivery of solutions.

Jan 2022 – Jan 2024 · 2 yrs

• As a Senior Engineering Manager, I led the end-to-end migration of MakeMyTrip’s tech stack from an on-premise data center to AWS, ensuring zero downtime and a seamless transition. This involved meticulous planning, phased execution, and real-time monitoring to prevent disruptions to critical business operations. Alongside cloud migration, I implemented cost optimization strategies, reducing infrastructure expenses while maintaining performance.
• Additionally, I was responsible for enhancing customer experience platforms for Holidays, MyBiz, and post-sales workflows, driving automation, scalability, and engineering excellence across these domains.
• Key Initiatives & Achievements:
• Zero Downtime Cloud Migration – Successfully migrated the entire tech stack from a data center to AWS with zero business impact, ensuring high availability and reliability through progressive rollout strategies, blue-green deployments, and real-time traffic switching.
• Cloud Cost Optimization – Reduced infrastructure costs by implementing autoscaling, reserved instances, and serverless solutions, optimizing resource allocation without compromising performance
• Customer Experience Enhancements – Led the development of automated post-sales workflows for Holidays & MyBiz, eliminating manual interventions, improving turnaround time, and enhancing customer satisfaction.

Oct 2020 – Jan 2022 · 1 yr 3 mos

• Architected and enhanced customer experience platforms for Holidays and Visa funnels, ensuring seamless post-sales journeys across web and mobile.
• Designed and led the development of scalable post-sales systems for Holidays and Visa lines of business (LOB), focusing on automation, efficiency, and reliability.
• Automated and optimized assist platforms for Holidays, reducing manual interventions through intelligent workflows and self-service capabilities.
• Defined and implemented scalable, API-driven solutions for Holidays post-sales and Visa verticals, ensuring modular and reusable components.
• Key Tech Initiatives & Achievements:
• Developed a microservices-based self-service platform for Booking Details, Cancellations, and Refund Tracking, eliminating agent dependency and enhancing API performance.
• Designed and implemented a white-labeled funnel and post-booking system to expand MakeMyTrip Holidays onto Indigo 6E and GoIbibo platforms, ensuring multi-tenancy and reusability.
• Built automated workflows to expedite cancellations for exception-based bookings, integrating rule engines to optimize processing time and improve operational efficiency.
• Optimized CRM operations with an AI-driven rule engine, dynamically allocating customer support tickets to different CRM queues based on travel windows, improving response time.
• Automated post-sales amendment operations for Holidays bookings by leveraging event-driven architecture, reducing manual intervention and increasing processing speed.

Oct 2019 – Oct 2020 · 1 yr

• Led the consolidation of MakeMyTrip & Goibibo post-sales operations, ensuring a unified and efficient customer experience after booking while accommodating platform-specific differences.
• Standardized business logic for post-booking processes, addressing variations in loyalty programs, information display on MyTrips, and customer interactions.
• Optimized workflows to enhance scalability, consistency, and customer satisfaction across both platforms.

Aug 2016 – Sep 2019 · 3 yrs 1 mo

• Spearheaded the revamp of MakeMyTrip's Contact Center Application Suite, including IVR and CRM, enhancing customer experience and operational efficiency.
• Worked closely with cross-functional teams to design and implement innovative self-service solutions, reducing dependency on manual support.
• Drove a significant boost in customer satisfaction and efficiency by integrating cutting-edge technologies into customer support workflows.
• Developed the next-generation Conversations Platform for MakeMyTrip, featuring Myra (Chatbot), Human Chat, deployed across Android, iOS, PWA, and Desktop.
• Enabled automation at scale, with Myra handling 70% of customer queries while maintaining CSAT levels on par with human agents.
• Enhanced customer support efficiency by integrating AI-driven conversational flows and seamless omnichannel experiences.

Apr 2014 – Aug 2016 · 2 yrs 4 mos

• Integrated post-sales call center workflows and automation use cases into Oracle BPM at MakeMyTrip.com.
• Optimized business process automation to streamline customer service operations and reduce response times.
• Collaborated with operations and support teams to automate key manual processes, improving efficiency.
• Integrated backend services and APIs to enhance workflow automation and reporting.

Jun 2012 – Mar 2014 · 1 yr 9 mos

• As a core team member at MakeMyTrip, I played a key role in migrating business logic from ERP to .NET services. I focused on understanding and translating business use cases into scalable .NET services, while also managing BAU tasks to ensure smooth day-to-day operations. Additionally, I collaborated with cross-functional teams to minimize service disruptions and maintain platform stability.

Jan 2012 – Jun 2012 · 5 mos