Balu

Operations-driven professional with 3+ years of experience in product support, system analysis, and production operations across e-commerce, SaaS, automotive, and government digital identity environments. Proven track record of owning end-to-end issue triage, building SOPs and runbooks from scratch, validating data across complex systems, and serving as the primary liaison between engineering, product, and business stakeholders. Adept at translating technical issues into actionable business outcomes, driving process improvement, and ensuring SLA compliance in high-pressure, fast-paced settings.

Consultant at NTT DATA Payment Services Pvt. Ltd. (2025-10 – 2026-03)

Client: Mercedes-Benz | Project: Xentry Workshop

• Served as the L1/L2 escalation point for production incidents across the Xentry Workshop platform, ensuring high system availability and SLA adherence for Mercedes-Benz after-sales service operations.
• Led root cause analysis on workshop management system failures, service order delays, and data discrepancies; coordinated with engineering and product teams to prioritize fixes and validate post-deployment resolutions.
• Built and maintained runbooks, SOPs, and incident logs to standardize response protocols, reduce resolution time, and enable seamless knowledge transfer across shifts.
• Monitored system health metrics and operational reports, flagging anomalies and data quality gaps to the product team for permanent fixes.
• Acted as the primary operational contact for Mercedes-Benz stakeholders and internal delivery teams, translating complex technical issues into clear business communications and driving issues to closure.
• Supported change management and UAT activities for system patches and new feature rollouts within the Xentry Workshop ecosystem, validating data integrity before production deployment.
• Ensured compliance with work instructions and corporate guidelines, encompassing ethical and financial rules.

System Engineer at Sellcraft Global Solutions (2023-11 – 2025-08)

Project: Managed Services for UIDAI

• Owned end-to-end operational health of UIDAI-managed service systems, performing daily monitoring, data validation, and issue triage to ensure reliable availability for government and operations stakeholders.
• Partnered with product, engineering, and client teams to gather requirements, document user stories, and support backlog prioritization for system enhancements and bug fixes.
• Designed and implemented SOPs, process flow diagrams, and test cases from scratch; led UAT efforts to validate fixes and new features before go-live, reducing post-release defects.
• Extracted, analyzed, and summarized structured and unstructured data to support ad hoc stakeholder requests, operational reviews, business analysis, and leadership updates.
• Managed cross-functional workflows across delivery, finance, and compliance teams, ensuring adherence to corporate guidelines and timely escalation of blockers impacting SLAs.
• Identified repetitive manual processes and drove workflow optimization initiatives to improve team efficiency by approximately 20%.
• Maintained audit-ready documentation, including change logs, evidence artifacts, and control matrices to support operational transparency and compliance reviews.
• Translated complex technical, data, and process issues into clear communications for both technical and non-technical stakeholders.

Associate Support at BigBasket (Innovative Retail Concepts Pvt. Ltd.) (2022-04 – 2022-11)

• Managed high-volume order lifecycle operations — order intake, validation, pricing checks, returns, and complex exception handling — achieving consistent SLA and quality targets.
• Served as the first point of contact for operational queries, using data-driven troubleshooting to resolve issues and reduce repeat contact rates.
• Collaborated with cross-functional teams (warehouse, logistics, finance, tech) to resolve order blockers, payment failures, and delivery exceptions in real time.
• Validated order data across multiple systems, flagging systemic issues to the product/tech team for permanent resolution.
• Contributed to the creation of internal knowledge bases and process documentation to onboard new associates and standardize resolution paths.
• Escalated critical issues through defined channels with clear, structured summaries that enabled faster decision-making by senior stakeholders.
• Responded and actioned escalations in a timely, professional manner, ensuring absolute compliance with corporate guidelines.

B.Tech in CSE – JNTUA (2021)