Jan 2022 – Apr 2025 · 3 yrs 3 mos · Hyderabad · On-site

• Achieved Refund TAT reduction to ~10days at 99th percentile, from ~30 days. Improved Contact To Order by net 45% reduction. Improved EDD accuracy and Latency by 200%.
• Established a new Post order customer experience org called "Customer Experience Services(CES)". Starting from pre-sales agents console, EDD(Estimated delivery date) calculations, post-order customer journeys, logistics integrations, customer support console, and returns/exchange/refunds journey.
• Built the the 3 year CES tech vision, led the execution with emphasis on Immutable events oriented architecture on state machine, machine learning and AI. Established hiring practices, charters, 3-year product and tech vision. Created development productivity measurement metrics based upon DORA, FLOW and Goal based framework across Lenskart. This streamlined processes for ~350 SDEs, PMs, Leaders etc.
• Focused on revamping monolith to immutable events based microservices. Launched multiple major products for return process at warehouses, new CSA console and telephony network, revamped return, and refund systems as headless services and NPS for customers. Architected a new delivery date promise engine to bring down latency from 100ms to 30 MS at 99th percentile @100K RPM.
• Building an engineering culture driven by operational and engineering excellence. In terms of engineering and product team it was 3 scrum teams at 3 locations with multiple product managers.Led containerization of 300+ services to Kubernetes, docker from EC2 VM. This reduced build to deployment duration by 50%. Set up reliability and operational excellence metrics. Moved MTTR from 10 minutes to less than 1 minute by introducing incident management and an alerting system.
• The organization supported, multiple business verticals of TeleSales, Customer support, Delivery logistics, reverse logistics directly. It provided core services to Order management and used inventory and warehouse management systems.

Jul 2015 – Dec 2021 · 6 yrs 5 mos · Greater Hyderabad Area · On-site

• Built and led multiple organisations in the Customer service technology domain for Amazon at Hyderabad and Seattle.
• 1. Achieved $12MM cost reductions YoY with Short-term optimisations only. We are working on scheduling, real-time and stabilising long-term planning modules.
• 2. Led capacity planning technology teams for Customer service associate workforce optimisation. Scaled the teams and products both from concept to realisation in Hyderabad and Seattle for a version 0 product.
• 3. Achieved Contacts per unit reduction from about 22% to less than 8% in 2 years for India market place.
• 4. Established an India-centric tech team that created an IVR-based AI bot to assist a customer amongst many improvements from self-service, to notifications and automation. Scaled team to 4 scrums with multiple stakeholders across CS operations.
• 5. Overall, achieved automation and self-service improvements by 300% measured by a reduction in contacts handled by CSAs.
• 6. Led teams in self-service, automation, and machine learning organisation. Led multiple products from concept to completion in the customer connect domain e.g. development of asynchronous, intelligent customer service messaging infrastructure "Message Us", a real-time translation pipeline for text-based translations "Rosetta" etc.
• 6. Throughout recognised as a technology leader with a focus on improving operational excellence and engineering excellence. Improved tech architecture, moved to native AWS, moved out of earlier Pearl-based stack to serverless architectural stack while utilising DynamoDB, RDS, a-synchronicity with SQS, Kinesis, AWS Lambada, Fargate, Step functions, etc.
• 7. Always achieved tech goals on infrastructure improvements, high severity event reductions, and Infra cost reduction goals, with continuous deep-dive in issues, root causes, and blameless Postmortems.

Feb 2011 – Jul 2015 · 4 yrs 5 mos · Noida

• Built the horizontal scaling architecture, movement to captive cloud, agile development practices, and faster deployment processes across Times Internet, as Chief Architect while leading Architecture Group Initiative.
• Built and scaled the team who built and maintained a homegrown CMS platform that runs timesofindia.indiatimes.com, economictimes.indiatimes.com, and navbharattimes.com among other major applications. The CMS platform was migrated to Java/GWT/Spring-based service-oriented architecture from an earlier system built on Delphi.
• Led designing a group social graph and activity tracker for all TIL CMS properties (25+ sites) and Gaana, timescity etc.: ~ 3,000,000 nodes with 5,000,000 relationships created per day with ~ 50,000 concurrent reads. We were the first users of Neo4J in India and migrated it to a new Graph Oriented DB called Titan built on Cassandra.
• In 2011 led the first IPL (Indian premier league) broadcast by TIL. The streaming platform built with Akamai and the scorecard platform together reached more than ~1 lacs concurrent streams. One of the few situations where we recovered from initial issues.
• In all projects, established high-performing development teams with dedicated design and operation groups. Instituted the agile and Scrum practices following Sprint or Kanban processes using Jira. Operationally established built/deploy pipeline to manage the legacy code with frequent deployments on one box or partial deployment basis. Made CSM systems horizontally scalable with multiple redundancies built. Started the culture of tech discussions, and enabled the usage of NoSQL databases (Mongo, Cassandra, Neo4J, and Titan) as well as in-process databases (Derby, Java DB, H2), usage of the in-house monitoring system etc.
• Built captive cloud over Mumbai and Chennai Tata data centers operating on VMWare. Migrated the production databases to the cloud and then to Graph DBs.

Sep 2009 – Nov 2010 · 1 yr 2 mos · Noida Area, India

• Looking after the architectural aspects of Lime exchange and Lime Domains.
• 1. Created the complete private cloud/virtualization strategy for the hosting platform.
• 2. Led the team to move from VMWare to an Open-source Xen-based virtualization platform.
• 3. Managed the migration from Promise SAN boxes to EMC boxes while maintaining the uptime.
• 4. Moved from RAID 2 to RAID 5 storage and saved costs in ~000 $s.

Sep 2008 – Aug 2009 · 11 mos · Noida Area, India

• Created the complete response generation for classifieds posted, creating a contextual communication platform, increasing the key response measures by ~20%. Besides was involved in
• 1. Trouble shooting different applications.
• 2. All background processes that are required to generate response
• 3. Configuring infrastructure stack for optimal performance
• 4. Primarily involved in www.timesjobs.com and magicbricks.com.

Jan 2003 – Aug 2008 · 5 yrs 7 mos · Noida Area, India

• I worked in Globallogic as Technical Lead/Solution Architect. It involved, primarily in J2EE technologies
• 1. Defining the framework for the solutions, training team on it.
• 2. Troubleshooting different programming/design issues
• 3. Interaction with partners to understand the requirements, recommending solutions, understanding design/implementation preferences and off course coding critical parts of the system.
• I like technology and in GlobalLogic I had a lot of liberty to concentrate more on technology aspects of the projects.

May 2001 – Jan 2003 · 1 yr 8 mos · Winterthur Area, Switzerland

• I was working for Winterthur Insurance, Switzerland as Software engineer/Analyst and Sr. Analyst. My job involved technical design and development of solutions based upon J2EE technologies.
• 1. I developed an accident research online publishing system. It was the first implementation of in-house developed state transition framework.
• 2. Consulted across many Wnterthur units for the implementation providing training and support.

Jul 2000 – May 2001 · 10 mos · Greater New York City Area

• BondGlobe.com was a peer-to-peer exchange web portal in fixed income markets. On the website a user could search for best Ask/Bid quotes and place their orders for bonds. System handled best match for customer’s order and execute the settlement. The quote inventories were received from different Broker Dealers and Institutional Investors. These institutions could customize their rules of transactions, their relationship with different counter parties using a product called Rule Matrix.
• I was part of the core technology team that implemented this and eventually played the Role of CTO for a short while at the end.

Apr 1999 – Jul 2000 · 1 yr 3 mos · Mumbai Area, India

• Developer working with various technologies.

May 1995 – Aug 1998 · 3 yrs 3 mos · Moradabad Area, India

• Chemical engineer, Part of the commissioning team of the biggest continuous alcohol fermentation plant in Asia.
• Commissioned, MURs (Methane upflow reactors), Aceteldehyde plants.
• Managed workforce above 300 in shifts and during project erection and commissioning.