M Jagath Vinay
Hyderabad
Summary
Detail-oriented IT professional with 7 years in quality assurance and support, now transitioning into DevOps. Experienced in process improvement, monitoring, and incident management. Skilled in stakeholder communication, quality initiatives, and team collaboration. Passionate about automation and system reliability. Currently upskilling in AWS, CI/CD, Docker, Git, and Kubernetes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Test Lead
Indium Software Limited
Hyderabad
06.2024 - Current
- Spearhead Quality operations for Uber Eats and Scaled Solutions, resolving L2 and L3 incidents and ensuring high application performance.
- Create and implement a new quality audit framework for a critical project; conduct weekly huddles to share updates and align engineers with updated SOPs and process improvements.
- Collaborate with QA and development teams to expedite issue resolution, reducing ticket reopen rates and improving customer satisfaction.
- Utilize Slack and internal alert systems to respond to incidents and coordinate communications across global teams, ensuring quick mitigation of problems.
- Support and test REST APIs to assist developers in resolving production issues and provide training sessions for new process rollouts.
Process Developer
Genpact
Hyderabad
01.2019 - 06.2024
- Developed and maintained quality assurance documentation according to Google's Standard Operating Procedures (SOPs).
- Compiled and distributed weekly performance feedback to agents, team leaders, and managers, improving service quality and productivity.
- Led process improvement projects and conducted Failure Mode and Effects Analysis (FMEA) to meet and exceed quality standards.
- Performed deep-dive analyses to bridge gaps between customer satisfaction (CSAT) and Net Promoter Score (NSAT), driving targeted improvements.
- Partnered with management to implement quality initiatives, resulting in reduced Average Handling Time (AHT) and lower customer hold times.
- Edited and proofread communication scripts (phone, chat, email) and prepared business cases and reports for senior management to enhance operational efficiency.
Shipment & Delivery Support Associate
Amazon Development Centre
Hyderabad
10.2018 - 01.2019
- Analyzed and resolved delivery partner inquiries related to pickup and delivery issues, ensuring queries were addressed within defined service levels.
- Acted as a liaison for process improvement by providing feedback on common issues, which helped refine logistics procedures and reduce recurring errors.
Digital Interactive Advisor
[24]7 Customer Pvt. Ltd.
Hyderabad
01.2017 - 11.2017
- Provided technical support by troubleshooting error messages and resolving issues on customer screens remotely, following established processes.
- Analyzed error reports and implemented solutions efficiently, minimizing downtime and improving overall customer satisfaction.
Education
B.Tech -
EVR College of Engineering and Technology
Hyderabad, IndiaSkills
- DevOps & Cloud (Learning): Git, Docker, Jenkins, Kubernetes, AWS (EC2, S3, IAM), Terraform, GitHub Actions
- Monitoring & QA: SLA Management, CSAT/NSAT Analysis, Alert Monitoring, Incident Management, Ticket Resolution
- Process & Analysis: Quality Auditing, SOP Development, FMEA, Deep Dive Analysis, Root Cause Identification
- Soft Skills: Team Leadership, Reporting, Training, Troubleshooting, Continuous Improvement
- Tools & Platforms: Slack, JIRA, Confluence, Microsoft Excel, REST APIs
- Additional Skills: Strategy Planning & Implementation, Data Analysis, Report Generation, Defect Analysis & Resolution
Certification
- Bronze Award - Recognized with Bronze Award for the 3rd Quarter of the Year
- Licenses OM Excel
Websites
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 64 staff members around the clock
- Achieved 92% by introducing Cheat Sheets using SOP to complete tasks.
Awards
Bronze Award, Indium Software (Q3 2023) – Recognized for outstanding contributions to team performance and quality improvement initiatives.
Additional Information
- Streamlined administrative tasks by integrating AI tools for scheduling, email prioritization, and automated reminders—cutting repetitive work and freeing up time for strategic initiatives
- Boosted data accuracy and efficiency through AI-powered data entry, validation, and invoice processing, achieving faster task completion with fewer errors.
Timeline
Test Lead
Indium Software Limited
06.2024 - Current
Process Developer
Genpact
01.2019 - 06.2024
Shipment & Delivery Support Associate
Amazon Development Centre
10.2018 - 01.2019
Digital Interactive Advisor
[24]7 Customer Pvt. Ltd.
01.2017 - 11.2017
B.Tech -
EVR College of Engineering and Technology