Manoj Kanth Junapudi
Bangalore
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
8
8
years of professional experience
Work History
Team Lead Technical Support Engineer
redBus Bangalore
02.2024 - Current
- Built many automation flows to remove manual effort on a daily basis.
- Mentored a team of 10 support personnel, enhancing team's issue resolution capacity by 25% within the first year through targeted training programs.
- Minimized 2L Loss amount per month to 0 due to API Failures during booking process using a couple of Automation flows and fixed the gaps between GDS & RedBus, also fixed a couple of Booking bugs which resulted in reducing 6L Loss.
- Led the technical support unit, resolving an average of 120 high-complexity customer cases per month, maintaining a 95% customer satisfaction rate. Did a pilot project for high user escalations issues and reduced it to 5% from 80%.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Coached team members in techniques necessary to complete job tasks.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
Senior Technical Support Engineer
redBus Bangalore
02.2022 - 01.2024
- Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
- Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
- Designed few alert models for Daily monitoring of Data feed which helped support team to resolve issue with less time and provides visibility into system health and performance.
- Validating GDS API contract and testing the REST API's helping development team for integration seamless.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
Technical Support Engineer
RedBus.in
08.2019 - 01.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Associate Technical Support Engineer
OTSI
08.2017 - 05.2019
Education
B.E. - Electronics and communication Engineering
DMSSVH College of Engg. and Krishna University
08.2015
Skills
- Programming Languages: Golang, Python, Java, SQL
- Technologies: MySQL, MongoDB, PostMan, SoapUI
- Cloud: AWS
- Tools: Linux, GitLab, Jenkins
- Soft Skills: Problem solving, Team work, Time management, Communication
- Coaching and mentoring
- Customer focus
- Conflict resolution
- Attention to detail
- Schedule management
- Production monitoring
Accomplishments
- A hackathon project was adapted as an internal HR product in my current organization which streamlines employee onboarding process.
- Awarded Rookie of the Year for showcasing a high level of commitment and exceptional skill set that exceeded company expectations during the initial year of service.
- Awarded Trailblazer Award for pioneering innovative solutions and leading transformational projects
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Telugu
Advanced (C1)
Timeline
Team Lead Technical Support Engineer
redBus Bangalore
02.2024 - Current
Senior Technical Support Engineer
redBus Bangalore
02.2022 - 01.2024
Technical Support Engineer
RedBus.in
08.2019 - 01.2021
Associate Technical Support Engineer
OTSI
08.2017 - 05.2019
B.E. - Electronics and communication Engineering
DMSSVH College of Engg. and Krishna University