Keerthana Unni

Operational Excellence:

• Leveraged expertise in Salesforce Commerce Cloud (SFCC) Business Manager to drive seamless e-commerce operations.
• Efficiently resolved operational issues using SFCC Business Manager, minimizing disruptions.
• Managed live operations to ensure optimal performance, seamless order processing, and customer satisfaction.
• Coordinated promotions, pricing, and website content to maintain a well-rounded operational strategy.

Analytics and Reporting:

• Generated comprehensive reports on sales, customer behavior, and website traffic using SFCC analytics tools.
• Proficiently used Jira for incident management to ensure prompt identification, tracking, and resolution of issues.
• Implemented Jenkins for automated reporting, streamlining operational reports.
• Utilized Grafana for real-time monitoring and visualization of key performance metrics.
• Leveraged Dynatrace for in-depth performance analysis, optimizing system efficiency.
• Collaborated with teams to implement proactive measures based on insights from Grafana and Dynatrace.

Client Relationship Management:

• Acted as the first point of escalation, managing and progressing multiple support issues.
• Prioritized and tracked issues, recognizing and mitigating risks threatening agreed SLAs.
• Provided regular updates on all open issues to ensure transparent communication.
• Worked closely with internal teams and external vendors to resolve complex problems.
• Maintained strong professional relationships between Tryzens and key clients.
• Led service review meetings, discussing incidents, future plans, and improvements.
• Delivered reporting for service reviews, identifying improvements for the service delivery team.

Senior Project Engineer

• Proficient in identifying, analyzing, troubleshooting, and resolving issues in customer-centric applications. Demonstrated customer-facing skills, including expectation management, communication, and information management.
• Experience as a Subject Matter Expert (SME) for Order Management Systems (OMS), providing solutions for backend issues throughout the customer order lifecycle, including payments, inventory management, shipping and label printing, tracking, customer returns and refunds, feedback, and reviews.
• Hands-on experience in monitoring, troubleshooting, and debugging both B2C and B2B applications, and providing solutions.
• Extensive experience troubleshooting critical applications hosted on OpenShift, Azure, Windows Servers, and Linux Servers.
• Strong knowledge of monitoring tools such as Dynatrace, Kibana, Grafana, and PagerDuty. Experience with Akamai, CLM, Bitbucket, Jira, Confluence, etc. Proficient in setting up alerts and dashboards in Dynatrace to enhance monitoring across multiple platforms. Experienced in setting up alerting, escalation policies, and on-call shifts in PagerDuty, integrated with other monitoring tools like Dynatrace.
• Experience in providing automated solutions to monitor servers/services hosted on Windows/Linux using Bash and PowerShell scripting, integrated with Jenkins for self-healing mechanisms.
• Hands-on experience with ITSM tools like ServiceNow (SNOW), including change management, incident management, problem ticket management, dashboards, report generation, and catalog task management.
• Skilled in handling high-priority issues while adhering to SLAs and incident management policies, with effective communication to stakeholders and assisting vendors in identifying and clearing backlogs.
• Considerable knowledge of EDI and experience providing application support using Seeburger.
• Hands-on experience with DML statements in Oracle DB (PL/SQL).

Technical Lead

• Managed work allocations for direct reports and supervised the day-to-day activities of individual contributors.
• Created reports, data, and metrics that provide actionable insights for improving service delivery, including technical documentation.
• Handled technical escalations and conflicts within the team/organization.
• Guided and mentored junior team members to help them upskill.
• Frequently connected with stakeholders to review success, gather feedback, and discuss plans.
• Experienced in multitasking and collaborating with multiple technical teams, such as infrastructure, application, and integration teams.

• Experienced in designing and developing SOAP and REST API platforms using CA Layer7 API Gateway.
• Developed 30+ APIs for multiple vendors across various environments.
• Knowledgeable in setting up processes for policy generation using various techniques.
• Experienced in gathering requirements, building, testing, and rolling out projects using the API Gateway tool.
• Exposure to testing and documenting end-to-end processes using the API Gateway tool.
• Configured error management and log management processes.
• Managed SSL certificate renewals across all environments (Dev/Staging/Prod) by coordinating with external stakeholders.
• Proficient in security frameworks including Basic Auth, OAuth2, JWT, and SAML.
• Experienced in API Layer tasks such as security, throttling, and request/response modifications.
• Considerable knowledge of Jira, Jenkins, and ITSM tools like BMC Remedy (Creating/implementing change requests, work order management, service task management, etc.).