Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Timeline
Generic

Pratik Jhunjhunwala

Bangalore

Summary

Throughout my career, I've consistently demonstrated a commitment to excellence and a passion for growth and have successfully navigated various challenges and contributed to the success of my teams. As I look ahead, my focus remains on continuous improvement and contributing to the success of the organizations I work with. I am eager to take on new challenges, leverage my skills, and drive innovation in my field.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Team Lead - DevOps Support Operation

Flipkart Pvt Ltd (via Startek Payroll)
Bangalore
01.2023 - 12.2024
  • Led resolution of critical issues by collaborating with the Accounting team to address Python script execution bugs and streamline reconciliation workflows.
  • Acquired insightful overview of the Varadhi dashboard to debug script failures and analyze API-related disputes, enhancing problem resolution efficiency.
  • Facilitated communication between the L3 team and L4 teams, facilitating faster resolution of L4 escalations by obtaining elevated access and enabling first-level debugging to L3.
  • Gained insights from Analytics to have basic understanding of App Script to enable the automation of tasks in Google Sheets.
  • Effectively managed and resolved multiple brand-level escalations, including high-impact reward settlement disputes.
  • Provided extensive support on the API platform, guiding sellers and third-party teams through integration, testing, and troubleshooting of API workflows.
  • Diagnosed and resolved API issues by analyzing request/response payloads, headers, URL, error codes, and response timings using Postman tool.
  • Connected with backend development teams to report bugs and monitor the resolution of API behavior inconsistencies and failures.
  • Created and maintained internal API documentation, covering usage scenarios, authentication protocols, error handling, and best practices.
  • Conducted root cause analysis for failed API processing with sellers and third party API teams and suggested improvements for error handling and stability.
  • Participated in onboarding sessions for key brands and partners (e.g., Nike, Increff, Hero Motors, Viniculum) to explain API architecture, rate limiting, and token-based authentication flows.
  • Worked to enhance API efficiency and reduce latency by identifying bottlenecks and proposing improvements to product and engineering teams.
  • Collaborated with the Process Excellence team to design and implement SOPs for Seller Support, enabling efficient handling of API-related concerns raised by sellers and third-party integration teams.

Senior Executive - DevOps Support

Flipkart Pvt Ltd (via Startek Payroll)
Bangalore
01.2021 - 12.2022
  • Successfully managed the L3 DevOps support queue for 1.5 years, collaborating with the L4 team to reduce TAT across multiple workflows.
  • Developed and implemented several SOPs for Seller Support to streamline escalation processes for L3 issues, enhancing overall resolution efficiency.
  • Acquired hands-on experience in SQL, independently creating and editing basic to intermediate queries to support data-driven operations.
  • Partnered with Process Excellence and Training teams to draft and refine comprehensive SOPs for L3 and L4 DevOps processes.
  • Worked alongside the Accounting team to run Python scripts via PyCharm, troubleshooting and resolving issues in local execution environments.
  • Gained working experience with Linux systems using Windows PowerShell for DevOps-related tasks.
  • Prepared weekly TAT reports for L3 & L4, along with analyzing L4 escalation percentages.
  • Contributed to the streamlining of multiple L3 DevOps queues by co-developing SOPs with the L4 team, significantly reducing TAT.
  • Executed daily reversal scripts, reducing the average reversal TAT from 4 days to 2 days through process optimization.
  • Generated and analyzed weekly reports on L3 & L4 TAT and escalation trends to monitor performance and identify improvement areas.
  • Conducted KT sessions for various DevOps queues and and initiated a team-wide KT exchange for comprehensive skill enhancement.
  • Collaborated with the Shipping Tech team to resolve >30-day reattempt metrics by executing Python-based script reversals using VM connectivity.
  • Published an Invalid Escalation Report for L3 DevOps to help reduce incorrect escalations and highlight SOP improvement opportunities.
  • Gained foundational experience with tools including Postman, Superset, FDP, and Varadhi to support technical troubleshooting and analysis.

Senior Executive

Startek Customer Support Services Pvt. Ltd.
Bangalore
08.2019 - 12.2020
  • Led the team effectively during supervisor absences, ensuring continuity in operations and consistent performance.
  • Supported team development by assisting in training new agents and guiding them on processes.
  • Analyzed operational data to identify performance gaps and implemented corrective measures to drive improvements.
  • Collaborated with agents to develop personalized performance improvement plans, enhancing seller handling and issue resolution quality.
  • Partnered with the QA team to gather actionable feedback and communicated insights to the team to foster continuous improvement.
  • Prepared and shared daily performance reports with supervisors, ensuring transparency and tracking of key metrics.
  • Coordinated with supervisors to plan and set daily/weekly targets, contributing to goal alignment and strategic execution.
  • Handled high-level escalations with efficiency, ensuring timely resolution and seller satisfaction.
  • Mentored new agents and provided process guidance, promoting faster onboarding and skill development.
  • Proactively worked to maintain and improve team KPIs through data-driven initiatives and focused performance interventions.

Executive

Startek Customer Support Services Pvt Ltd
Bangalore
03.2018 - 07.2019
  • Delivered dedicated support to sellers on the Flipkart platform, addressing inquiries and resolving issues to ensure a seamless seller experience.
  • Managed and resolved high-priority and escalated cases by coordinating with internal L3 support teams, ensuring timely and effective solutions.
  • Provided technical guidance to sellers on platform navigation, including listing processes, and Promotion & Ads management.
  • Built strong rapport with sellers by maintaining clear, and solution-oriented communication across all touchpoints.
  • Contributed to seller satisfaction by proactively identifying recurring issues and recommending process improvements.

Education

10th -

Abhinav Bharati High School
Kolkata
05-2009

12th -

Central Model School
Kolkata
05-2012

B. Tech(In Progress) - Electronics And Communication Engineering

Arya Institute of Engineering And Technology
Jaipur

Skills

  • Strong Communication Skills – Clear and effective in verbal and written communication across teams and stakeholders
  • Adaptable & Quick Learner – Eager to learn and adopt new technologies with a proactive approach
  • Proficient in MS Office Tools – Skilled in Excel (including formulas & pivots), Word, and PowerPoint for reporting and presentations
  • Basic Technical Knowledge – Familiar with SQL queries, Python scripting, Linux commands, and Google App Script, with ongoing hands-on training through Udemy courses to strengthen skills
  • Analytical Thinking – Strong problem-solving abilities with a data-driven approach
  • Team Management – Experience leading teams, mentoring new members, and maintaining team performance metrics

Certification

  • Internship in Core Java at HCL
  • Pre-DAC course at Sunbeam

Languages

  • English
  • Hindi
  • Bengali

Hobbies and Interests

  • Listening music
  • Play different sports
  • Travelling

Timeline

Team Lead - DevOps Support Operation

Flipkart Pvt Ltd (via Startek Payroll)
01.2023 - 12.2024

Senior Executive - DevOps Support

Flipkart Pvt Ltd (via Startek Payroll)
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

10th -

Abhinav Bharati High School

12th -

Central Model School

B. Tech(In Progress) - Electronics And Communication Engineering

Arya Institute of Engineering And Technology

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