Listening music
Pratik Jhunjhunwala
DevOps Support
Bengaluru
Summary
Consistently demonstrating a commitment to excellence and a passion for growth, with a proven ability to navigate challenges and contribute to team success. Dedicated to continuous improvement, driving innovation, and advancing organizational objectives through the effective application of skills and expertise.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Team Lead - DevOps Support
Flipkart Pvt Ltd
01.2023 - 12.2024
- Worked with the Accounting team to resolve multiple bugs encountered during the execution of python scripts in the Adjustment Framework.
- Facilitated communication between the team and L4, enabling efficient resolution of L4 escalations by obtaining access to debug issues within the L3 team.
- Gained some insights from Analytics to have basic understanding of App Script to enable the automation of tasks in Google Sheets.
- Successfully handled numerous brand escalations related to reward settlement issues.
- Have successfully executed the multiple payment recoveries as shared by the Finance team on monthly basis.
- Managed end to end API related queries raised by API partners and collaborated with Product to identify solutions and facilitate product enablement.
Senior Executive - DevOps Support
Flipkart Pvt Ltd
01.2021 - 12.2022
- Managed the DevOps queue for 1.5 years, collaborating with the L4 team to reduce TAT. Established multiple SOP guidelines for Seller Support (SS) to escalate only L3-dependent issues.
- Acquired proficiency in running SQL queries, gaining a fundamental understanding to edit and create basic SQL queries.
- Collaborated with the Process Excellence and Training teams to develop numerous SOPs for L3 and L4 DevOps queues.
- Collaborated with the Accounting team, acquiring knowledge in running Python scripts and addressing challenges in local script execution through PyCharm and developed a understanding of running Linux commands via Windows PowerShell.
- Worked on streamlining multiple DevOps L3 queues, collaborating with the L4 team to develop SOPs, resulting in efficient TAT reduction.
- Collaborated with the Accounting tech team to provide L3 with the necessary downloads for running daily reversals, resulting in a reduction of TAT from 4 days to 2 days.
- Prepared weekly TAT reports for L3 and L4, while analyzing data to identify opportunities for reducing L4 escalation.
- Worked on reducing Invalid Escalation raised by SS to L3 DevOps by sharing weekly reports and setup discussion with Partners to get error reduction and identifying SOP gaps.
Senior Executive
Startek Customer Support Services Pvt. Ltd.
08.2019 - 12.2020
- Managed the team in the absence of supervisors. Assisted in team development and training. Identified areas of improvement through data analysis and implemented corrective measures. Collaborated with agents to create personalized improvement plans.
- Collaborated with QA analysis to gather feedback. Shared valuable feedback with the team for improvement.
- Prepared and shared daily work reports with supervisors.
- Collaborated with supervisors to plan and set targets. Shared plans for the next day's tasks and targets.
- Addressed higher escalations efficiently. Provided guidance to new agents on processes.
- Worked diligently to maintain positive metrics of the team. Implemented targeted initiatives to improve specific metrics as needed.
Executive
Startek Customer Support Services Pvt Ltd
03.2018 - 07.2019
- Provided dedicated support to sellers facing issues on the Flipkart platform. Addressed and resolved seller concerns, ensuring a positive experience.
- Managed escalated cases and collaborated with L3 team to ensure timely issue resolution.
- Offered technical assistance to sellers navigating the platform. Guided sellers on utilizing platform features and tools effectively.
- Maintained clear communication channels with sellers. Built and nurtured relationships with sellers to enhance trust.
Education
B. Tech - Electronics And Communication Engineering
Arya Institute of Engineering And Technology
Jaipur 08.2012 - 07.2016
12th -
Central Model School
Kolkata 06.2011 - 05.2012
10th -
Abhinav Bharati High School
Kolkata 04.2008 - 05.2009
Skills
Eagerness to learn new technologies and engage in building innovative solutions
Proficient in using Excel, Word, PowerPoint and Google sheet
Basic understanding in writing SQL queries
Good analytical skills in building reports in excel and google sheet
Basic understanding of Python and Linux
Good team management skills
Have good understanding in managing and resolving API-related disputes
Certification
Internship in Core Java at HCL
Interests
Play sports like Cricket, badminton, etc
Travelling
Painting
Timeline
Team Lead - DevOps Support
Flipkart Pvt Ltd
01.2023 - 12.2024
Senior Executive - DevOps Support
Flipkart Pvt Ltd
01.2021 - 12.2022
Senior Executive
Startek Customer Support Services Pvt. Ltd.
08.2019 - 12.2020
Executive
Startek Customer Support Services Pvt Ltd
03.2018 - 07.2019
Pre-DAC course at Sunbeam
02-2017
Internship in Core Java at HCL
06-2015
B. Tech - Electronics And Communication Engineering
Arya Institute of Engineering And Technology
08.2012 - 07.2016
12th -
Central Model School
06.2011 - 05.2012
10th -
Abhinav Bharati High School
04.2008 - 05.2009
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