Praveen Reddy

Product Support Engineer – L2

Urban Ladder Home Decor and Solutions

Jun 2022 - Present

Promoted from L1 to L2 within 13 months based on consistent SLA performance, technical ownership, and the depth of SQL-driven root cause analysis I brought to complex production issues. Write and optimise MySQL queries across order management, inventory, and logistics schemas to trace data integrity failures, validate business logic, and produce structured RCA reports – this has reduced average incident resolution time by around 25%. Designed and configured 20+ Grafana dashboards and alert rules covering order pipeline health, payment failures, and warehouse sync delays, which cut manual monitoring effort by 30% and shifted the team from reactive to proactive incident handling. Built Python script to automate log parsing, alert triage, and recurring report generation, saving the team approximately 5 engineering hours per week and freeing up capacity for higher-priority investigation work. Worked closely with Engineering, Product, and QA teams to escalate and reproduce product bugs via JIRA; contributed data-backed issue prioritisation to 3 sprint planning cycles. Maintained an internal knowledge base of 50+ RCA documents and runbooks that the team now uses as a first reference during incidents, which cut new-joiner ramp-up time by an estimated 40%. Investigated and resolved P1 and P2 incidents across order fulfilment, returns, and inventory sync workflows using Grafana, Airbrake, Kibana, and application logs while consistently meeting SLA targets above 95%. Awarded Star Performer of the Quarter by Urban Ladder leadership for contributions to incident automation and product stability improvements.