Jul 2017 – Jul 2023 · 6 yrs · Bengaluru Area, India

• operating electronic Payment instruments in Amazon Pay, India.
• Managing high performers owning the tier 1 services operating at 99.99% SLA
• Create roadmap for the team which influences Op1/Op2 Amazon planning
• Wrinting working backward solutions for recurring problems
• Prioritising the Operational excellence backlog to ensure the right customer, technology, and engineering outcomes
• #Payments #fintech #UPI #APAY
• Prior to this I have lead team owning the support of ML based tools which identifies and eliminate defects in miilion of catalog Items on Amazon retail page across the world. #Retail Business Services

Sep 2016 – Jul 2017 · 10 mos

• Manage delivery & maintenance of Revenue Assurance (ROCRA) & Partner Settlement (ROCPS) Product Deployments. ROCRA & ROCPS are Java based BSS Products of Subex.
• Defect Management and Product Improvement through continuous feedback.
• Responsible for delivery of 1500 Man days of Change Requests every year. Project Management Plan, Creating Schedule & Time Baseline, Work Breakdown Structure, Managing triple constraints along with quality.
• Conducting War Rooms to drive the critical production issues to closure.
• Customer Business Review Meetings
• Team Recruitment, Resource Development Plans, Reward & Recognition

Apr 2014 – Aug 2016 · 2 yrs 4 mos

• New Product feature development, delivery and maintenance of Subex product : Revenue Assurance.
• Leading team of 12 specialists for delivery of new development projects & maintenance releases.
• Responsible for delivering development projects within stipulated timelines.
• Interfacing directly with customers to handle escalation situations and maintain a close relationship with key customers to ensure satisfaction.
• Responsible for ensuring 5% increase in CSAT year on year.
• Plan, own and adapt user strategy for products for APAC, MENA, Africa & Europe. Develop and maintain strong support and product expertise.
• Manage user issue escalation processes/work-flows across international team counterparts and local stakeholders. Serve as point of escalation for issue investigation and escalate bug reports.
• Scale support operation by implementing automated and creative support solutions.
• Proactively identify customer needs via user feedback reporting and partner with stakeholders to translate customer insights into a better product experience
• Overall responsibility for timely and accurate issue analysis, management reporting, action monitoring, and change management
• Conducting onsite customer product usage assessment to enhance the product ROI.
• People Management – Resource alignment, Technical skills & competencies Development and leadership development
• Assist Sales organization from technical perspective for cross & up selling.

Jun 2010 – Mar 2014 · 3 yrs 9 mos

• Developing solution for business reported problems
• Implementing solutions and responsible for UAT sign off.
• Configuration
• Provide product expertise to solve complex user issues, compile feature requests, and file high quality bugs against Product and Engineering.
• Effectively represent both the Consumer Operations team and the user on a regular basis to internal cross functional stakeholders, including Product and Engineering.

Jul 2007 – Jun 2010 · 2 yrs 11 mos · Bengaluru Area, India

• Assist leading UK based Telecom company to prevent telecom fraud.
• Developer in C++ & Java