Sure Anil Sai

Senior Executive – Operations (Incident Management)

Bengaluru, Karnataka 2+ yrs exp 85 · Excellent

About

Operations professional with 2+ years in incident handling and production support for Flipkart (via Startek), acting as first line of defence for platform issues in a 24/7 environment. Experienced performing preliminary checks, monitoring production systems for alerts, and escalating unresolved issues to the right engineering teams within SLA. Hands-on with REST API testing (GET, POST, PUT, DELETE) and request/response validation using Postman, reading logs via Jira/ServiceNow monitoring dashboards, and maintaining SOP-driven documentation and audit trails. Strong communicator comfortable with high customer interaction and cross-team coordination.

Skills & Expertise (18)

REST API Testing Advanced

8.0/10

Years Exp

Postman Advanced

8.0/10

Years Exp

Production support Intermediate

7.5/10

Years Exp

Incident Handling Intermediate

7.5/10

Years Exp

SQL Intermediate

7.5/10

Years Exp

Problem Solving Intermediate

7.0/10

Years Exp

Excel Intermediate

7.0/10

Years Exp

ServiceNow Intermediate

7.0/10

Years Exp

Jira Intermediate

7.0/10

Years Exp

Team Leadership Intermediate

6.5/10

Years Exp

Log Reading Confluence Response Validation Request Dashboard Development Customer Interaction Client Communication JSON

Work Experience

Senior Executive – Operations (Incident Management)

Startek (Client: Flipkart)

Jan 2025 - Present

Act as first line of defence for production-related issues on Flipkart's platform in a 24/7 environment — handling incidents, performing preliminary checks, and escalating unresolved issues to the appropriate engineering teams within SLA. Perform REST API testing using Postman (GET, POST, PUT, DELETE) to validate request/response flow and troubleshoot service integration failures across production and staging environments. Monitor production and integration environments for alerts and instability, proactively catching issues early to prevent them from escalating into customer-facing outages. Designed and deployed a Jira SLA Breach Escalation Automation covering 7 label categories — scanning tickets every 30 minutes, auto-alerting the assignee and IM team, with de-duplication and an audit-comment trail for full SOP-aligned documentation. Built a dual-view live Ticket Queue Dashboard in ServiceNow (Admin + Agent) with round-robin auto-assignment, real-time visibility, and a full audit log for tracking and compliance. Used SQL to extract and analyse order and incident data, helping identify root causes and speed up resolution of customer-impacting issues. Handled customer interaction throughout the incident lifecycle — providing timely status updates and maintaining clear communication until resolution. Worked directly with international client Massmart (South Africa), gaining hands-on exposure to large-scale e-commerce platform operations. Trained new and existing team members on incident handling, tools, and escalation procedures, and led daily stand-ups and shift handovers to maintain consistent coverage.

Executive – Operations (Pricing)

Startek (Client: Flipkart)

Mar 2024 - Dec 2024

Worked on Flipkart's Pricing Operations process — matching products to clients based on their specific preferences and pricing parameters to ensure accurate product-client alignment. Performed detailed product matching across multiple mismatch categories — brand mismatch, specification mismatch, quantity mismatch, bundle mismatch, version mismatch, and exact match — to ensure correct product-client pairing. Analysed client preference data and product attributes to identify correct matches, flagged mismatches, and escalated discrepancies to maintain data quality and pricing accuracy. Collaborated with client-facing teams to understand matching logic and applied rules consistently to streamline the product matching workflow.