ASWIN U.

• Lead 14x7 technical support and configuration operations across 12+ Instamart components (Post-Order, SCM, Serviceability, Ads, Storefront/B2C, Discounting, Fleet Planning, Payouts, Delivery/DLM, CRM), owning L1/L2 debugging, RCAs and configuration operations at PAN-India scale. • Directed automation of high-frequency manual processes into standing systems: POD-switching automation (replacing a daily manual process active since Nov 2024), DDE Day/Night banner-factor automation (4-day PAN- India rollout from a regional pilot), and Instamart batching configuration (twice-daily PAN-India updates driven by demand and rain-prediction data). • Run weekly leadership reporting cadence across all Instamart components; authored 200+ highlight reports for VP/Director-level stakeholders and automated the reporting workflow using AI tooling. • Scaled vendor/brand-facing operations — enabled portal access for 1,200+ vendors and 1,500+ brands while managing 120+ daily access requests; drove Product/Engineering prioritization of a bulk-upload capability to remove the manual bottleneck. • Own weekly ticket volume across components (~330 SCM, ~170 Ads, ~370 Delivery/DLM, ~140 Post-Order, ~30 Discounting) with 90%+ closure without Engineering escalation. • Author incident RCAs for business-impacting issues (OPM drops, database throttling, campaign-driven load spikes) and drive resolution directly with Engineering. • Built a NotebookLM-based debugging assistant trained on the team's internal SOPs, giving L1/L2 support instant AI-guided answers and cutting dependency on tribal knowledge for common issues. • Use ChatGPT/Claude/Copilot to write automation scripts and draft RCA reports and leadership summaries; built a GenAI-powered alert that flags new track-screen requests logged in Google Sheets, eliminating recurring last- minute misses on delivery-icon changes. • Lead and develop a team of 9-15, including structured promotion advocacy (ran a case with feedback from 8+ stakeholders including a Director and AVP) and onboarding of new debugging tools (Python, QGIS, Retool). • Recognized with Swiggy's Most Valuable Player (MVP) award for cross-functional impact.

Swiggy Instamart

• Managed white- and blue-collar delivery teams across 5 cities (including Tier-2 markets) through the shift to remote operations during COVID-19; owned demand forecasting, hiring and surge planning. • Optimized fleet deployment and routing strategy using data analysis, improving delivery efficiency and reducing operating cost.

Swiggy