At CommerceIQ, I led a five-member support team that sustained 98%+ SLA adherence across critical eCommerce accounts. I drove root cause analysis for recurring production incidents and coordinated Product, Engineering, and support teams during major incidents.
I used SQL to investigate production data discrepancies, Postman for API testing, and AWS Step Functions and Amazon S3 for backfills and backup validation. I also authored support documentation and built Freshdesk dashboards, helping cut manual troubleshooting effort by ~30%.
At Think and Learn Pvt. Ltd. (BYJU'S), I gathered requirements for Class 3–6 learning products and shared adoption, performance, and customer research insights to support feature prioritization. Earlier, at Concentrix, I managed backend operational processes, data processing, documentation, and escalations.
