Lead Retail Support – Enterprise Systems (Xstore & Microsoft Dynamics 365) at Arvind Fashions Limited (2024-11 – 2025-11)
- Led product roadmap and backlog prioritization for Oracle Xstore POS and Microsoft D365 modules across multi-brand retail environments, aligning technical delivery with strategic business objectives
- Architected and executed system migration initiatives including Xstore upgrades and D365 Finance/SCM rollouts, improving operational efficiency by 30% through enhanced data synchronization and workflow automation
- Analyzed key performance metrics (transaction accuracy, system uptime, reconciliation SLAs) using SQL queries and custom dashboards, driving data-informed decisions that reduced processing errors by 25%
- Collaborated with cross-functional teams (engineering, business, vendors) to design and implement API integrations connecting POS, ERP, and inventory systems, ensuring real-time data consistency across platforms
- Conducted comprehensive UAT, regression testing, and user training programs, achieving 95%+ user adoption rate and minimizing post-deployment support tickets through proactive change management
Senior Consultant – Retail Technology Solutions at Logic Information Systems (2022-05 – 2024-11)
- Translated complex business requirements into detailed user stories and technical specifications for Xstore and POS platforms, collaborating with engineering teams using Agile methodologies
- Engineered end-to-end system integrations ensuring data consistency across inventory, pricing, and promotional modules, reducing manual data entry by 40% through automated processes
- Facilitated Agile ceremonies (daily standups, sprint planning, retrospectives) for teams of 8-12 members, maintaining 90%+ sprint completion rate and improving project transparency through JIRA tracking
- Identified and resolved functional gaps through data analysis and process mapping, implementing enhancements that optimized sales operations and improved requirement traceability by 35%
Support Lead – Xstore Platform at Aatral Technologies India Pvt Ltd (SAP Silver Partner) (2021-11 – 2022-05)
- Managed end-to-end product support operations for Oracle Xstore across multiple brand stakeholders, coordinating L1/L2/L3 technical teams to maintain 98% SLA compliance
- Optimized resource allocation for new feature development and system enhancements through data-driven capacity planning and priority matrix frameworks
- Implemented proactive monitoring solutions and automated incident detection, reducing mean time to resolution (MTTR) by 45% and improving system reliability
Support Consultant– Global Retail Systems at Valtech (2021-07 – 2021-11)
- Directed technical operations for 600+ store deployment ecosystem, orchestrating patch management, data synchronization, and infrastructure monitoring while maintaining 98% SLA
- Developed automation scripts and custom dashboards for KPI reporting (SLA, WSR, MSR), reducing manual reporting effort by 60% and enabling real-time performance visibility
- Created comprehensive training programs and SOPs, facilitating knowledge transfer and reducing onboarding time by 50%
Application Support Specialist (L2) – POS Systems at Qapitol QA (2018-06 – 2021-07)
Managed deployment and support of POS/Xstore systems across 1,000+ global retail locations, ensuring data integrity and system availability through proactive monitoring and incident management
- Automated repetitive operational tasks using Python and batch scripts, streamlining stock audits and reconciliation processes, saving 20+ hours weekly
- Led India's first Xstore brand implementation, coordinating cross-functional teams and validating technical requirements to ensure successful go-live within aggressive timelines
Application Support Specialist (L2) at Birchstreet Systems (2017-08 – 2018-02)
- Provided L2 client support by diagnosing issues through SQL queries, managing tickets on OTRS, and resolving software errors while escalating complex cases to technical services for resolution
- Worked on Linux CentOS servers, supporting application deployments, scripting, and system monitoring while implementing upgrades and hardware enhancements to improve system performance
- Collaborated with business and technical teams to analyze operational needs, streamline processes, ensure data integrity, and deliver timely project updates and client reports for effective issue management
Team Coach – Email & Chat Support at FIS Global Business Solution Ind. Pvt. Ltd. (2012-10 – 2017-03)
- Delivered high-quality customer support via email, chat, and voice channels, efficiently resolving queries, clarifying requirements, and ensuring complete customer satisfaction and accurate documentation
- Managed customer interactions with professionalism and empathy, providing clear solutions, verifying understanding, and following up to enhance client experience and service reliability
- Led and mentored team members by fostering open communication, promoting collaboration, and ensuring alignment with customer needs, performance standards, and organizational objectives
