Alka Gangula

Worked within the Merchant Escalation Engineering Team, delivering advanced technical support and solutions for strategic partners.

• Managed API integrations between Uber Eats and restaurant systems, ensuring smooth data flow for order placement, menu updates, and payment processing.
• Diagnosed and resolved various API-related issues, including authentication errors, timeouts (HTTP status codes: 200, 400, 500, etc.), and data inconsistencies, while assisting partners with setup and troubleshooting.
• Created and maintained comprehensive technical documentation and guides to enable customers to effectively integrate and utilize APIs.
• Utilized Postman to debug API issues, analyze response data, and identify errors in HTTP requests or payloads.
• Configured and managed Kibana alerts to monitor critical system events, track error rates, and generate notifications for abnormal behaviour.
• Leveraged Umonitor Logs to filter, search, and query log data, identifying errors, diagnosing root causes, and monitoring system performance metrics.
• Configured and managed Grafana alerting rules to proactively track system metrics, alerting stakeholders of critical incidents, and ensuring timely resolution of potential issues.
• Tailored solutions to meet each client's unique needs by analyzing their issues and validating functionalities to ensure effectiveness.
• Focused on preventing financial setbacks by providing accurate and efficient solutions.
• Maintained clear communication and proactive engagement with clients to thoroughly understand and address their requirements and expectations.
• Ensured client concerns were resolved by actively listening and collaborating to create customized resolutions.
  
  Responsibilities:
• Provided technical support for the Uber Eats platform, resolving issues related to order processing, delivery tracking, and payment systems for restaurants, couriers, and customers.
• Troubleshot and guided end users through technical issue resolutions efficiently.
• Managed multiple tasks simultaneously, ensuring timely and accurate completion of all assignments.
• Strengthened client relationships through clear communication and swift resolution of concerns.
• Mentored junior engineers, cultivating a collaborative environment that fostered professional growth.
• Implemented proactive monitoring strategies to identify and address potential issues before they impacted users.
• Reduced client downtime by promptly diagnosing and troubleshooting software defects and bugs.
• Worked closely with cross-functional teams to identify improvement areas and develop effective solutions.
• Developed and conducted training programs for new support engineers, ensuring they were equipped with the skills to resolve issues efficiently on the Uber Eats platform.
• Created onboarding materials and documentation to ensure smooth transitions for new team members.
• Conducted training sessions for new restaurant partners and couriers, guiding them through platform setup and operational procedures.
• Managed cross-team process tools to ensure SLA adherence and prevent violations of customer processes.
• Maintained ticket quality by generating SLA compliance reports, analyzing performance metrics of ticket resolver teams, and addressing any performance gaps.
• Managed ticket queues during shifts, prioritizing tickets based on impact and urgency to ensure efficient workflow.

• Developed scalable and maintainable code by following best practices and design patterns, ensuring long-term stability, scalability, and performance of software products.
• Built dynamic web applications using Angular and Node.js, integrating features like user authentication, real-time notifications, and data visualization to enhance user engagement.
• Designed and implemented RESTful APIs for a CAD system using Java and Angular, optimizing backend-frontend communication and improving system integration.
• Implemented debugging strategies (e.g., logging, breakpoints, unit testing), reducing defects and enhancing overall system reliability and performance.
• Optimized algorithms to improve computational efficiency, reducing processing time by X% and boosting system performance.
• Collaborated with cross-functional teams in Agile sprints to deliver high-quality code, maintaining clear communication with designers, QA, and product managers.
• Integrated third-party services and APIs, ensuring seamless data exchange and enhancing the system's functionality.
• Deployed and managed applications on cloud platforms like AWS, utilizing services such as EC2 to ensure high availability, scalability, and reliability.
• Implemented CI/CD pipelines using Jenkins and GitLab, automating build, testing, and deployment processes, resulting in faster release cycles and more frequent deployments.
• Conducted code reviews to ensure adherence to coding standards and best practices, fostering a collaborative development environment.
• Performed regression and smoke testing, verifying that new features did not disrupt existing functionality and ensuring smooth software releases.
• Automated test cases using Selenium with C#, reducing manual testing efforts, improving test coverage, and increasing testing efficiency.

• Bug Resolution: Identified and resolved bugs, ensuring smooth functionality and system performance.
• Web Development: Developed a responsive web page using TypeScript, Angular, MongoDB, and Bootstrap grids, ensuring cross-platform compatibility.
• BLOB File Management: Worked on storing and retrieving BLOB files to handle binary data effectively.
• E-mail Template Development: Collaborated with a team to create and refine dynamic email templates for improved communication.
• Software Proficiency: Gained hands-on experience with various software programs, enhancing technical skills and overall proficiency.
• Project Presentations and Reports: Prepared project presentations and reports to support senior staff in decision-making and project tracking.
• Feature Development: Contributed to the development of new product features, focusing on enhancing user experience and functionality.

• Front-End Development: Worked with C# and Angular to develop dynamic, responsive web applications and improve user interfaces.
• Technical Tools & Platforms: Gained hands-on experience using Visual Studio , Postman API , and PostgreSQL to streamline development processes and manage data.
• Website Migration: Led the migration of a website from Classical ASP.NET to an Angular Front End , improving performance, user experience, and scalability.