BRAMEE VENKATESAN

Team Lead – E-Commerce Operations | Retail Marketing Client

Led a 10-member offshore team in the E-Commerce domain, delivering comprehensive support for a retail marketing client.

Key Responsibilities:

• Technical Issue Resolution: Diagnosed and resolved complex technical issues by identifying root causes and implementing effective solutions, ensuring rapid response to client concerns.
  
• Hybris BackOffice Management: Managed core functionalities including Order Management, Product Management, Promotions & Coupons, and User & Customer Management using the Hybris BackOffice Console. Ensured timely delivery of solutions within agreed Service Level Agreements (SLAs).
  
• Cross-Functional Collaboration: Collaborated with development and engineering teams to implement long-term fixes and preventive measures, monitoring system performance using various monitoring tools.
  
• Stakeholder Communication: Maintained effective communication with stakeholders, including users, L1 support, development teams, and management, providing updates on incident status and resolution progress.
  
• Documentation & Training: Maintained up-to-date documentation on system configurations, processes, and procedures. Provided guidance and training to L1 support and new team members, sharing knowledge and best practices.
  
• Incident Management: Utilized ticketing systems to track customer requests, prioritize urgent needs, and ensure prompt resolution.
  

Achievements:

• Received client appreciation for exemplary leadership and analytical skills.

Team Lead – E-Commerce Operations | Network Marketing Client

Led a high-performing offshore team in the E-Commerce domain, delivering comprehensive support for a network marketing client.

Key Responsibilities:

• Service Request Management: Handled service requests related to system access and configuration changes, ensuring fulfillment within agreed Service Level Agreements (SLAs).
  
• Performance Monitoring: Monitored performance metrics using New Relic and Splunk, conducting testing of newly deployed product features and identifying and reporting bugs.
  
• Knowledge Base Management: Created and updated Knowledge Base (KB) articles to assist the team in resolving common issues and enhancing operational efficiency.
  
• Stakeholder Collaboration: Established and maintained productive working relationships with senior management, supervisors, and employees to ensure alignment and effective communication.
  

Achievements:

• Received Excellence Award for outstanding performance in 2021 at Nagarro.

Techno-Functional Analyst – L2 Support | Life Science Client

Provided Level 2 (L2) support for an E-commerce Pharmacy client, delivering comprehensive technical and functional assistance across multiple regions, including Brazil, Latin America, the United States, the United Kingdom, and Canada.

Key Responsibilities:

• Incident Management: Managed and resolved incidents ranging from Priority 1 (P1) to Priority 4 (P4), ensuring timely and effective solutions in accordance with Service Level Agreements (SLAs).
  
• System Configuration: Configured seasonal promotions and product settings, enhancing the client's promotional strategies and product offerings.
  
• Root Cause Analysis: Identified underlying causes of application issues and determined necessary modifications to prevent recurrence.
  
• Knowledge Transfer: Conducted knowledge transfer sessions for both onshore and offshore teams, facilitating skill development and ensuring consistent support quality.
  

Achievements:

• Received client appreciation for exceptional work in configuring seasonal promotions and product settings, contributing to improved operational efficiency.