A Fruit & Vegetable Retailer in Bangalore is about to place an order on the Ninjacart app. As he is about to choose the delivery method, in the pickup mode, a pop-up notification opens up on his screen.
“Pickup code not found for Sale Order ID #XXXXXX“.
The issue is raised by the customer and the business team raises it internally, which is where the Tech Ops team steps in.
The technical operations (tech-ops) team is responsible for all the database management in the system and completing the daily tasks which are raised by the operations and business teams, including production issue support, monitoring the run-time error, and resolving it in the given SLA time.
Since tech ops are the L1 & L2 support, once an issue is posted, Tech Ops collects all the essential data from a business team like ‘Sale Order ID’ and ‘Customer ID’. After that, they check the system and update the default passcode for the given Sale Order ID. Then, the Tech Ops team informs the business team to check with customers to refresh their mobile app and the issue has been resolved!
This is a day in the life of the Tech Ops team at Ninjacart.
The Tech Team
The Ninjacart Technical Team boasts of a varied group of professionals from different backgrounds, including programming, design, architecture, databases, DevOps, security, analytics & machine learning, etc. These professionals have a rich experience of numerous years in building cloud-based distributed applications for organizations around the world. If there is one thing that excites our technical team, it is that unsolved problems in the agricultural sector can benefit from a digital solution and bring about a change in many lives.
Our teams work to create what is perhaps the first and the biggest agricultural ecosystem in the world. The ecosystem includes the Ninjacart Commerce and Trading platforms, farmers, traders, millers, transporters, and other entities who contribute to the agriculture business. With their efforts, they strive to extract that bit of efficiency that can help optimize costs and maximize returns for all players involved.
The Tech Ops Team
And one of such prominent verticals under the tech team is Tech Ops Team – Agile, spontaneous, and concurrent. The Tech Ops Team at Ninjacart is known for its agility and the speed they work to deliver the best of business solutions. Each techie here follows an assortment of crazy ideas and practices which helps the organization to become better than the rest and future-ready with the latest software and systems.
The Tech Ops wing of the Ninjacart Tech Team majorly works to understand and find a solution to the requirements of various departments and implement the SQL commands to perform the database changes based on their given data. They work with the primary focus of the team in different ways like:
- The most important aspect of the Tech Ops team is to perform data configuration in the database each time a new product is introduced into the system.
- Stakeholder approval management for businesses to add new SKUs or facilities to the system.
- Tech Ops acts as the L1 support when the business team raises an issue by recording those errors and solving the problems within the agreed service-level agreement.
- Perform data correction from various teams, monitor all the WhatsApp business groups, and solve those errors posted by the business team.
A team better than the best
This team is known for showcasing their speed and far sighted vision in everything that they do. With their continuous efforts put through, they have been a part of many projects in Ninjacart till now. Out of the notable ones are the B2C, minimarkets, auctioneer model, grade B SKU or ad-hoc sales.
The tech ops folks enjoy the best of both worlds, i.e tech, and business operations. This is a crucial functionality as it sits at the heart of technical and business operations, providing solutions to critical business issues and aiding the requirements.
From the business, it gives them a clear understanding of how the business functions and what the atrocities around it are. As tech guys, how can they contribute to making specification changes based on the demand of the users. On the technical level, it becomes easier to work on requirements either when it comes to some system change or changes in the configuration, which majorly would take place when the product manager or developer raises for the tech ops to work on. In some situations, the business team would also come up with some requirements for database-level changes.
“With all this running around, it becomes a very tussled but interesting affair, when you can put forth the best solutions for the business’s movement. It’s challenging at times, but our internal team value system has not only taught us to face everything with all strength but also to be super fast with what we do. ARISE – our organization’s value system has been a guiding light for us. “
Tech Ops – Principles and Values :
- Take Ownership: Give your 100 percent to every task and be the best at what you do.
- Clear Prioritizing & Time Management: All the teams have been provided the working slot time, so they know at what time which particular data configuration and data updates are done.
- Establish SOPs to handle the runtime issue as minor, major, and critical.
- Never let down anyone. They are determined to close all the requested emails and tasks on time, with the respective POC approvals.
- Only written communication is valid. They do not accept any verbal communicated data change requests.
Time frame and front-end management – 24*7
The Tech ops team is one of the most benevolent teams in the organization, inculcating a big sense of responsibility. Well, talking about how they maintain the 24×7 working time frame, is by the way they have split their work patterns into two parts major and minor requirements. Alongside this, one of their important tasks is to record the production issues with RCA, coordinate with the business team, and solve the cases within the agreed SLA (minor, major and critical).
With this, all the system configurations and bulk corrections are considered important requirements and are closed during the night post-cart closure. All the runtime errors and small data corrections are considered minor in that space. In this, they tend to keep an account of all our tasks and can manage multiple requirements from various business teams.
“I couldn’t be more proud, actually I feel valued and respected as an employee. I enjoy what I do, and am surrounded by a fantastic team of understanding and amazing people. Most importantly, the respected CEOs treat our employees as their brothers and sisters. It made me proud working as a Ninja warrior in Ninjacart.”R. Ganesh, Senior Executive, Tech Ops Team
The team is currently being managed by Mr. Syed Arifullah Badsha, one of the most instrumental people in the gang. As a leader, he has always provided valuable input to the team on how to handle critical issues in a better way.