Jan 2025 – Present · 1 yr 2 mos

• Lead tech for Customer Experience (CX) and Consumer Products, managing two engineering pods handling over 1M daily API requests across distributed systems.
• Drove roadmap execution and quarterly OKRs for Ticket Master and Servicing platforms; collaborated with PMs to translate business goals into technical deliverables.
• Facilitated cross-pod alignment and delivery by managing dependencies and sprint execution across functions (product, design, QA).
• Designed distributed microservices architecture for support, feedback, and post-purchase journeys, achieving 99.5% uptime and high availability.
• Implemented architectural design reviews and RFC processes, raising engineering quality and promoting cross-team reusability.
• Built AI-driven call intelligence workflows (OpenAI, Wav2Vec 2.0, HuggingFace) to enable real-time transcriptions and summaries for support agents.
• Automated internal operations with n8n workflows and LLM-powered task flows, increasing resolution speed and reducing manual effort.
• Optimized AWS infrastructure for cost and SLO adherence using Prometheus, Grafana, and Sentry; improved observability and service health.

Jan 2024 – Feb 2025 · 1 yr 1 mo

• Replaced Salesforce with a custom-built in-house ticketing system (Ticket Master), reducing resolution time by 40% and saving ₹82L annually.
• Migrated over 500K tickets with zero downtime and 100% data integrity.
• Designed and implemented a car servicing module integrated with refurbishment and consumer platforms, cutting turnaround time by 25%.
• Scaled microservices for 2M+ monthly interactions; refactored APIs to reduce latency by 30% and improve response times under load.

Jan 2020 – Dec 2023 · 3 yrs 11 mos

• Led productization of car refurbishment and spare parts logistics, reducing turnaround time from 27 to under 9 days for 7000+ cars/month.
• Engineered Aqua, a concurrency-safe reservation engine for spare parts, integrated with vendor systems and inventory flows.
• Built real-time communication systems using Firebase; developed technician and advisor mobile apps using React Native and a unified backend.
• Optimized PostgreSQL and MongoDB performance; implemented CI/CD pipelines with Jenkins for rapid, stable releases.