Apr 2023 – Sep 2025 · 2 yrs 5 mos · Remote

• Leading order experience through ownership of the order tracking system, AI-driven customer support, and issue resolution across Swiggy's business verticals: Food, Instamart, Dineout, Genie, and Snacc.
• Contributing to key business metrics like seamless order completion, proactive issue resolution, customer satisfaction (CSAT), and reduced cancellation counts through engineering products.
• Envisioned the future for Chat and Order Tracking, evolving the systems to handle 20K concurrent chats, 5 million MAU on chat platform and 100K tracking requests per minute.
• Accelerated project timelines by up to 50%, reduced infrastructure costs by 30%, and cut Google Maps costs by $120K/year, all while managing 2x scale.
• Built and mentored my team, guiding developers to advance to higher roles, including SDE3s to Engineering Managers.
• Collaborated directly with product, business teams, and CXOs, driving data-driven decisions to scope and prioritize with a Swiggy-first mindset, resulting in faster GTM (Go-To-Market).
• Ideated, influenced, and delivered DevEx tools and product features such as a GPT-based code reviewer, Agent load balancer, Unified customer tracking experience, and End Chat capability.
• Spearheaded stability readiness for peak traffic events, ensuring zero downtime across mission-critical customer communication systems.

Oct 2021 – Mar 2023 · 1 yr 5 mos · Remote

• Owned end-to-end delivery across customer support tech, including automation, chat systems, ticketing, and backend services—driving impact across CX, efficiency, and cost.
• Delivered 31% EC2 and 60% DDB monthly savings through proactive infrastructure audits and deprecation of legacy services.
• Led and scaled a 19-member engineering team, developed future leaders, and implemented internal mobility plans to boost engagement and retention.
• Instituted robust deployment and incident processes, reducing critical issue resolution time to SLA targets.
• Cut recurring production alerts by over 70%, freeing engineering bandwidth and enhancing system reliability through proactive operational improvements.
• Orchestrated delivery across 20+ cross-functional teams, ensuring seamless execution of high-impact initiatives with strong stakeholder alignment.

Jul 2019 – Oct 2021 · 2 yrs 3 mos · Mumbai Area, India

• Responsible for the entire SleepyCat architecture, ranging from web services, order processing system, in-house analytics, review system and sleep-tech products innovation.
• Have played a strategic role in the 200% revenue growth of the company from FY19 to FY21
• Been a part of the core team throughout 5 times growth in the size of the company
• Have handled setting up multiple domains, like operations, customer success, marketing, during the scaling stage.

Jun 2018 – Jul 2019 · 1 yr 1 mo

• Worked on Adobe’s Content Platform, scaling analytics for 8B+ daily events using Hadoop/Spark, built an iOS logging framework, and developed GDPR automation.

Feb 2016 – Jun 2018 · 2 yrs 4 mos

• Backend developer at Adobe Sign, delivering product features, modernizing APIs from SOAP to REST, and building OAuth2-enabled microservices for unified user identity.

Jun 2015 – Feb 2016 · 8 mos · Mumbai

May 2014 – Aug 2014 · 3 mos · Google Summer of Code