Ahetesham C B

Fulfillment Workflow Management Product Suite (Global)

• Provide engineering leadership for the customer fulfillment platform and multisite workflow management product suite.
• Enhanced customer fulfillment platform reliability and resiliency.
• Multi-site product suite – designed, developed, and deployed.
• 3X faster, zero-defect rollouts. From 0 to 1.5K stores, serving 10+ million online orders per week.
• 10x faster adaptation of any new microservice on the platform.
• BCP-DR was planned and automated so that the drill was completed within 23 minutes overall.
• Seamless transition/adaptation from self-maintained DB to managed DB. Service rollouts for an entire country, and the design enabled a zero-defect global rollout.
• 20+ microservices, Kafka event-driven architecture, Couchbase DBs, Splunk, New Relic observability, React JS, Node JS container for micro front-end applications, Spring MVC project, and Thymeleaf for a special use case.
• Skills: Software Management, Engineering Management, Software Solution Management, Software Design, Software Project Management, Software Development, IT Strategy.

Site Reliability Engineering - For the Whole of Fulfillment

• Initiated the adaptation of SRE and built a team of high-performing professionals to create the SRE product suite.
• Ideation, design, and development of the SRE Product Suite, having six tools with over 120 capabilities.
• Simplified and automated E2E testing that fastened the release cycle by 3X.
• Improved efficiency by 40%, increased system scalability by 2X, and reduced errors in server creation on a private cloud (IaaS) by automating and creating SOPs.
• Reduced the error rate by 15% by adapting a robust defect readdressing system, and gatekeeping releases using an error budgeting mechanism.
• Build, automate, and manage SRE reporting to measure and monitor critical services, and for leadership reference.
• Oversaw four simultaneous key projects with sprint ceremonies, monitoring each for development milestones and quality control compliance.
• Led and evaluated new technologies and tools to enhance overall system performance, stability, and security.
• Developed custom scripts/tools as needed to automate routine tasks, increasing overall team productivity and efficiency.
• Improved incident management workflows by creating comprehensive documentation on troubleshooting procedures and common issues resolution steps.
• Improved the resolution rate of applications using the incident register and enabling support teams with automated tools.
• Standardized RCA and post-mortem templates for transparent tracking, and conducted root-cause analyses after major incidents to identify areas for process improvement or technical enhancement opportunities.
• Contributed to the ongoing refinement of internal processes and procedures within the site reliability engineering discipline through regular reviews, updates, and knowledge sharing activities.
• Designed load testing scenarios to validate application scalability under various traffic patterns and conditions.
• Saved 6 FTEs costs by optimizing resource allocation, and eliminating wasteful practices.
• Enhanced system reliability by developing and implementing comprehensive monitoring solutions across all platforms.
• Optimized database performance, analyzing and restructuring data storage solutions.
• Developed custom software tools to automate routine tasks, boosting team efficiency and accuracy.
• Enhanced system monitoring capabilities, integrating advanced tools for real-time performance tracking and anomaly detection.
• Improved service reliability, meticulously documenting system architectures and maintenance procedures.
• Led cross-functional teams in high-stakes projects, ensuring timely delivery and exceeding quality expectations.

Instore Picking System

• Led sprint planning, reviews and retrospectives.
• Led the design, development, and management of the in-store customer picking solution with the core picking module; this contributed to extending the system's capability to fulfill 150K online orders.
• Reviewed code to check compliance with company coding guidelines.
• Monitored development efforts to maintain high levels of quality control and reduce impact of unforeseen issues.
• Managed software development reporting for corporate reporting and business intelligence efforts. Developed reports using SQL server reporting services.
• Oversaw three simultaneous projects, monitoring each for development milestones and quality control compliance.
• Led and managed two managed services development teams for faster niche development.
• Offered technical guidance for non-food projects/programs during development meetings.
• Enhanced resiliency by designing and orchestrating a successful migration of out-of-support OS and infrastructure to supportable systems.

• Oversaw two strong teams of 15 engineering personnel.
• Led the successful completion of multiple high-profile projects, ensuring timely delivery within budget constraints.
• Championed the adoption of agile methodologies within the engineering team, enabling faster and more flexible responses to evolving project demands.
• Mentored aspiring managers to develop their skills, providing guidance on best practices, and industry standards.
• Increased profitability by working closely with cross-functional teams to explore ways to improve products and services (Availability and Resiliency), and displayed a high level of critical thinking to objectively analyze, debunk assumptions, and make data-driven decisions that also improved the problem-solving rate.
• Launched new products and services successfully by overseeing the entire development lifecycle, from concept through production release.

• Improved engineering processes by streamlining workflows and implementing efficient project management techniques. My designed artifacts, such as product capability modeling, service induction templates, and transition templates, have improved efficiency by 30%.
• Work collaboratively with business, third-party vendors, and operations teams to have the right process set up for application maintenance and management.
• Identified areas of improvement in the existing application, providing recommendations that resulted in significant cost savings over time.
• Implemented quality control measures to reduce errors, resulting in increased customer satisfaction and repeat business.
• Manage a team of high-performing technical experts to provide 99% service and application availability.
• Improved efficiency and application release rate by adapting agile methodologies, including defect fixes using Kanban and new feature development in Sprints.

• Improved service quality by automating processes and implementing technical fixes through SQL scripts.
• Led cross-functional teams to achieve project goals on time and within budget.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints, very closely working with Application Development Teams to identify defects and work for closure.
• Enhanced service delivery by developing and implementing efficient processes, automated reports, and up-to-date documentation.
• Saved big on operations and development costs through faster defect identification and resolution.
• Improved system and service availability through automated health checks, alerts, and pro-active monitoring.

• I expanded my portfolio with the International Programme and built a high-performing application support team to manage online grocery and fulfillment services.
• Led and managed a team of high-performing IT professionals at Tesco dotcom.
• Created comprehensive documentation of processes and procedures to ensure consistency throughout the department''s operations.
• Developed suggestions for technical process improvements to optimize resources.
• Built trusted relationships with stakeholders through clear communication and collaborative problem-solving efforts.
• Spearheaded process improvement initiatives, identifying inefficiencies and implementing solutions to optimize operations.

• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities, using the designed capability plan.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.
• Improved efficiency through integrated products, processes, and systems, such as a version-controlled operations run book, SI process and its template, ITLM dashboard, workload distribution, resource utilization matrix, modular shift schedule, leave planner, KB, etc.
• Automation: Macro-enabled automated report generation, and tools to handle fulfillment capping.

• Improved team efficiency by mentoring engineers to strengthen their technical skills, and improve overall team efficiency.
• Lead a team of infrastructure (Wintel), application, and system engineers.
• Transitioned IT processes and operations by setting up the Global Operations Center (e-commerce) and optimized operational costs.
• Automation: Reduced time and effort in generating 'IT operations reports' by 20X, and other automation tasks saved 5 FTE effort, and improved MTTR by 3X.
• Reduced complexity by automating the email triaging system and creating SOPs for the Dotcom Operations Center.
• Innovation: Developed tools and processes that reduced order cancellations, and this was selected in the Innovation Summit. The team won an award in the simpler, better, and cheaper category.

Skills: IT Service Delivery · IT Service Management · IT Operations Management · Automation · Process Management · Microsoft Office · Shell Scripting

• Performed root cause analysis to provide resolutions for production issues.
• Mentored junior engineers in advanced concepts, fostering professional development within the team.
• Provided expert guidance on best practices in systems engineering, improving team performance and product quality.
• I, as a Wintel and Storage SME, participated in the disaster recovery program, and successfully completed it.
• Reduced system maintenance costs by 25% by automating scheduled maintenance activities on Wintel servers.
• Introduced the Record, Review, and Report process to maintain an up-to-date documentation of issues and their resolution.

• Contributed to continuous improvement initiatives aimed at streamlining internal processes, creating process and training documents, and enhancing overall service delivery quality.
• Improved productivity by setting up a virtual testing environment and NSM configurations.
• Evaluated new tools and technologies for possible integration into existing infrastructure environments.
• Streamlined troubleshooting processes by creating comprehensive documentation (KB articles) to guide support teams.
• Provide expert guidance and support on Wintel, Citrix, and Linux OS and systems.

• Improved system and service availability through expert guidance and IT service support on Microsoft technologies (hardware and software), printers, mobile devices, and networks.
• Reduced downtime by providing timely technical support to middle management leadership via phone, email, and remote access tools.
• Increased productivity through the installation, configuration, and maintenance of OS updates, patches, software, and networking equipment, using DSM and NSM applications. 4K+ client systems and 900+ jobs managed.
• Streamlined workflow processes by creating and maintaining up-to-date documentation of IT procedures, solutions (troubleshooting), and knowledge base articles.
• Collaborated with cross-functional teams to develop strategies for optimizing systems' performance.
• Used ICCM to prepare and create statistical and incident reports for leadership reference.

Ogranization Overview: The Bapuji Educational Association is one of the oldest and most prestigious educational institutions in Karnataka. It runs schools and colleges, right from nursery to postgraduate courses.

• Teaching and Project supervision - teaching UG (BIHE) and PG (BIMS) students, supervise project work.
• Project management - Prepare proposals and undertake sponsored project development.
• Vendor management - Understanding lab requirements and co-ordinating to get the required infrastructure from the vendor.
• Course content management - Perform GAP analysis between industry requirement and academics and submit the outcome along with prescribed syllabus, eliminating the GAP.
• PDP and Placement co-ordination - Conduct and co-ordinate self, personality and faculty development programmes, help students in SWOT analysis and guide them in getting right placements.
• The Bapuji Educational Association is one of the oldest and most prestigious educational institutions in Karnataka. It runs schools and colleges right from Nursery to Post Graduate Courses.
• Selected contributions include designing syllabus for new courses and training approximately 450 members on self and personality development.

Company Overview: IIHT Limited has pioneered the growth of IT and IMS training in India. IIHT Limited has established a customer-centric process that focuses on quality and timely delivery of services to its customers.

• System administration and Corporate training.
• Project coordinator - Analyse, Design and guidance in development of projects (Project management).
• Selected contributions include conducting corporate training on System administration, RHCE and Project development.

Company Overview: Anuttamaa Technologies is an embedded system product development organization. It has provided solutions on RFID, fleet management systems, and lean body mass calculators.

• System administration, firmware engineering, system analysis, and pre-sales system presentation.
• Selected contributions include the analysis and design of the employee management system application.
• The business analysis, design, and development of integrating a fleet management and tracking system (firmware).

Company Overview: NeoLogic Software Solutions, a professional training and coaching industry involved in firmware course training and development.

• System administration, learning, and developing firmware solutions using embedded C.
• Selected contributions include working on the Industrial Security system as a firmware engineer.
• Supported network and system administration by performing server maintenance.