Aug 2021 – Apr 2023 · 1 yr 8 mos · Bengaluru, Karnataka, India · On-site

• Role Overview: Led technology transformation initiatives for Flipkart's warehouse outbound systems (including grocery and hyperlocal wh), driving operational scalability, team productivity, and infrastructure modernization across key supply chain operations.
• Key Challenges Tackled and Achievements:
• High Attrition and Low Productivity: Designed and implemented a clear Technology Roadmap and OKRs, aligning teams to strategic objectives and fostering ownership through a microservices-first culture. Restructured team organization to build motivation and future-readiness, improving productivity
• and retention.
• Monolithic stack Limiting Agility: Led the shift from a monolithic stack to a microservices architecture, introducing capacity planning, defined infrastructure ownership boundaries, and an agile delivery model. Resulted in faster releases, clearer team accountability, and improved scalability.
• Knowledge Silos and Unreliable Delivery Commitments: Institutionalized knowledge distribution processes through OE (Operational Excellence) reviews, design reviews, support process audits, and root cause analysis (RCA) practices. Implemented structured capacity planning and program reviews, leading to more predictable delivery and cross-team collaboration.
• High KTLO (Keep The Lights On) and L1 Support Load: Collaborated across teams, identified and prioritized core operational issues proactively. Reduced KTLO effort and improved system reliability without overburdening engineering teams.

Mar 2019 – Aug 2021 · 2 yrs 5 mos · Gurgaon, Haryana, India · On-site

• Role Overview: Led the procurement technology, chatbots, invoice solution engineering, Expense solution, variable incentive and disbursement platforms within the Global Business Services (GBS) domain at American Express, driving innovation, operational excellence, and customer-centric automation.
• Key Responsibilities & Achievements:
• Team Scaling & Organizational Leadership: Scaled technology teams from 3 FTE and 30 vendors to 20 FTE and 45 vendors, building a high-performing hybrid team model across engineering and delivery.
• Strategic Project Delivery in a Matrix Organization: Partnered with VPs and architects to define and execute major Source-to-Pay initiatives, including the successful launch of EarlyPay, Amex's supplier lending application (earlypay.americanexpress.com), and its experimental predecessor platform Stream for internal hypothesis testing.
• Incentive Engine Innovation: Led the design and deployment of a complex Incentive Engine system, managing diverse, high-volume data metrics to create actionable performance insights for customer service and sales teams, and providing compensation forecasting tools for leadership.
• Secure Disbursement Platform Modernization: Managed and enhanced payment disbursement platforms (wire transfers, cheque issuance)ensuring high security, auditability, and operational efficiency.
• AI/Chatbot Development and Automation: Delivered AskGSM, a secure, compliant chatbot enabling self- service access to data, FAQs, and policy information across Oracle, SAP Ariba, Concur, and Stream systems, significantly reducing helpdesk ticket volume.
• Rapidly conceptualized, built, and launched a Trainer Chatbot within 90 days during 2020 to support customer care professionals remotely, ensuring robust feedback loops and continuous improvement.

Jun 2017 – Mar 2019 · 1 yr 9 mos · Gurgaon, Haryana, India · On-site

• Role Overview: Led engineering teams to build and scale Amazon Relay’s (middle-mile transportation systems), focusing on carrier onboarding, scheduling optimization, and trip management initiatives for global markets (US, EU, and India) with a full-stack design built natively on AWS
• Key Responsibilities & Achievements:
• Scheduling Optimization: Led the enhancement of truck scheduling, leveraging multi-dimensional forecasting (order volume, labor, weather, historical trends) to minimize cancellations and reduce fault-driven costs.
• Financial Automation – Contracting and Costing: Launched the Contracting and Costing feature within Relay, reducing the payment cycle to 2–3 days post-trip completion, with integrated robust audit and conflict management workflows.

Sep 2012 – Jun 2017 · 4 yrs 9 mos · Gurgaon, India · On-site

• Role Overview: Led the engineering, architecture, and modernization of Expedia’s lodging and package booking services, a $9 billion+ revenue pipeline, ensuring platform scalability, reliability, and customer experience excellence.
• Key Responsibilities & Achievements:
• Team Growth and Leadership: Scaled the engineering team, building a robust delivery organization aligned to business-critical systems.
• Platform Modernization and Cloud Migration: Spearheaded the rebuild of the legacy C++ booking platform, leading the migration to AWS cloud infrastructure with zero downtime. Achieved a 1% reduction in booking errors, enhanced platform reliability, accelerated release cycles from quarterly to bi-weekly, and significantly improved monitoring and observability.
• Package Shopping Optimization: Designed and introduced an intermediary service to manage dynamic price fluctuations in package deals, absorbing minor price changes within configured margins. This innovation boosted package conversion rates and improved customer satisfaction on high-value, flight-inclusive packages.
• Customer Service Modernization: Build the case management for Voyager (call center application), reducing average call handling time by 10 seconds and improving support efficiency.

Jan 2007 – Sep 2012 · 5 yrs 8 mos · Hyderabad, Telangana, India · On-site

• Role Overview: Led the design, development, and delivery of enterprise software platforms supporting Microsoft’s global Account Discovery, Pre-Sales, Sales Planning, and Quotation processes — core systems empowering revenue generation and field sales success.
• Key Responsibilities & Achievements:
• Enterprise Platform Design and Development: Architected and built critical solutions enabling account discovery, sales planning, and quote generation processes across Microsoft’s global sales operations.
• Customer-Centric Sales Tools: Developed platforms that supported thousands of pre-sales and field sales representatives, improving deal velocity and customer engagement workflows.
• End-to-End Ownership: Managed full-stack development, from back-end data services to intuitive front-end experiences, ensuring low-latency performance and scalable system design using object-oriented principles.
• Cross-Functional Collaboration: Collaborated closely with Product Managers, Technical Architects, and Sales Operations to ensure that technology solutions were aligned with field needs, regulatory compliance, and business growth targets.

Mar 2006 – Jan 2007 · 10 mos · Noida, Uttar Pradesh, India · On-site

• Role Overview: Developed an innovative IRC-based Instant Messaging platform, empowering users to connect with friends across Yahoo, MSN, and AOL from a single interface. This platform bridged communication gaps, enhancing user experience and supporting cross-platform interaction.
• Key Responsibilities & Achievements:
• Multi-Platform Integration: Developed and integrated real-time messaging features across multiple IM services (Yahoo, MSN, AOL), enabling seamless user connectivity within a single platform.
• Customer-Centric Development: Focused on optimizing user journeys to ensure smooth, reliable, and engaging interactions, directly contributing to higher user retention and satisfaction.
• Full-Stack Ownership: Full-stack development of the platform, ensuring both back-end service architecture and front-end user interfaces were fully optimized for scalability and ease of use.
• Cross-Functional Collaboration: Worked closely with design teams to ensure user-centric interface design and collaborated with other engineering teams to ensure integration consistency across the platform.
• Technology Implementation: Utilized Object-Oriented Design, Web Services, Mem Cache and Microservices to build a robust and scalable system architecture, ensuring long-term sustainability and flexibility for future integrations.

Jul 2004 – Mar 2006 · 1 yr 8 mos · Chandigarh, India · On-site

• Role Overview: Engineered and customized a suite of products within QUARK Commerce, a multi-tier platform designed for the catalogue industry. This included developing eStore and retail POS systems tailored to client- specific needs, alongside building tools that streamlined reporting processes for teams.
• Key Responsibilities & Achievements:
• Customizable Solutions for Diverse Clients: Created highly flexible eStore and Retail POS applications, adapting to diverse customer needs in the catalogue industry. This contributed to improved customer satisfaction and faster implementation times.
• Client Onboarding & Integration: Built customised e-Store for the first customer, designing and implementing their customized site within QUARK Commerce, ensuring a smooth deployment and operational success.
• Web Report Tool Development: Designed and built a web-based report generation tool, enabling users to quickly create reports with minimal effort. The tool allowed teams to generate well-structured reports using simple SQL queries, significantly improving efficiency and accuracy in reporting. This tool helped QA teams in their testing and provided a way for customized reports to customers

Mar 2003 – Apr 2004 · 1 yr 1 mo

• Built tools for advertising platform, IRC based chat and engineering setup

Jun 2002 – Nov 2002 · 5 mos · Bengaluru, Karnataka, India · On-site

• Role Overview: As part of the .NET R&D Group, contributed to the development of Covansys’ Business Process Management Framework. The product focused on automating business processes and integrating disparate organizational schemas using BizTalk Server, providing a platform to streamline operations across multiple entities.
• Key Responsibilities & Achievements:
• Hands-On Development: Gained practical experience in full-stack development, contributing to both the back end and front-end aspects of the BPM framework, ensuring scalability and ease of integration with third-party systems.