Deepthi Annie Mathew
Dubai
Summary
Senior Technical Consultant with 9+ years of experience in Salesforce Commerce Cloud (SFCC) and eCommerce Production Operations. Proven expertise in LiveOps, incident management, monitoring, and production stability for high-traffic eCommerce platforms. Strong background in Grafana, Kibana, Jenkins automation, and root-cause analysis, with hands-on ownership of critical incidents and service delivery. Adept at working with global clients, leading operational improvements, and ensuring high availability of revenue-critical systems. Seeking Dubai-based opportunities in eCommerce Technical Operations and SFCC Consulting.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Specialist – CommerceOps
Tryzens
Trivandrum
10.2021 - Current
- Act as primary technical owner for production stability of multiple SFCC-based eCommerce platforms serving international clients.
- Lead investigation and resolution of high-severity production incidents, ensuring minimal downtime and clear stakeholder communication.
- Designed and enhanced Grafana and Kibana dashboards to proactively identify system bottlenecks and prevent recurring incidents.
- Implemented monitoring and alerting improvements, significantly improving early detection of production issues.
- Conduct deep root-cause analysis on recurring incidents and deliver permanent fixes in collaboration with development teams.
- Own monitoring automation and Jenkins scripting, improving operational efficiency and response times.
- Provide technical leadership and mentoring to analysts and senior analysts within the LiveOps team.
- Collaborate with cross-functional teams to introduce new LiveOps processes and services across client platforms.
- Lead knowledge-transfer sessions and maintain high-quality technical documentation for long-term operational stability.
Lead – CommerceOps
Tryzens
Trivandrum
04.2019 - 10.2021
- Served as Shift Lead and Operational Owner, accountable for end-to-end LiveOps delivery and service quality.
- Owned and managed Major Incidents, including coordination, communication, resolution, and post-incident reviews.
- Led daily stand-ups, ticket prioritization, and Kanban board reviews to ensure SLA compliance.
- Acted as the key escalation point for unresolved technical blockers and client-critical issues.
- Delivered operational insights and analysis for service review and performance reporting decks.
- Played a key role in change management, CAB participation, and transition activities for new clients and platforms.
Support Analyst
Tryzens
Trivandrum
03.2016 - 04.2019
- First point of contact for production incidents across multiple eCommerce websites.
- Troubleshot issues using backend logs, monitoring tools, and platform diagnostics.
- Provided timely incident updates to clients in line with agreed SLAs.
- Actively monitored customer journeys and site health using Kibana, Grafana, and RapidSpike.
Junior Developer
CBSI Pvt Ltd (IBM – AT&T Project)
Bangalore
02.2015 - 10.2015
- Assisted in application development, interface design, and technical documentation.
- Contributed to code development and validation based on project requirements and quality standards.
Education
Bachelor of Engineering - Computer Science
Vins Christian College
Anna University, Tamil Nadu, IndiaSkills
- Salesforce Commerce Cloud (SFRA, Business Manager)
- ECommerce Production Support & LiveOps
- Incident, Problem & Change Management (ITIL)
- Monitoring & Observability (Grafana, Kibana, RapidSpike)
- Root Cause Analysis & Performance Optimization
- Jenkins Automation & Scripting
- Jira
- Confluence
- Bitbucket
- PagerDuty & On-call Management
- Client Communication & Stakeholder Management
- Technical Leadership (Non-People Manager)
Certification
- ITIL 4 Foundation
- Salesforce Commerce Cloud – Troubleshooting (Demandware)
Accomplishments
- Awarded 'People First Person' for exceptional team support, mentoring, and collaboration.
- Recognized as a go-to technical resource for complex production issues and platform stability initiatives.
Availability
Open to relocation to Dubai / UAE, Immediate to short notice period (45 days)
Timeline
Senior Specialist – CommerceOps
Tryzens
10.2021 - Current
Lead – CommerceOps
Tryzens
04.2019 - 10.2021
Support Analyst
Tryzens
03.2016 - 04.2019
Junior Developer
CBSI Pvt Ltd (IBM – AT&T Project)
02.2015 - 10.2015
Bachelor of Engineering - Computer Science
Vins Christian College