Intro

Why AWS/Amazon?

Questions for interviewer:

1. What do you think that the interns who do not convert lack?
2. If I was to be hired, will I be working with you or your team?
3. Whats your favourite thing at amazon?

#1 Kapture - Orient travels

1. Situation:
   1. Technical PM at Kapture (Customer Support CRM for support agents) - reported to CTO
   2. Orient Travels - Wanted a dashboard for call agents to view the status of the ticket in the Call centre on a TV
   3. Frontend team was not able to deliver the dashboard within the given time, and they were nearing the deadline.
   4. The backend team had given all the end points for the reports & dashboard.
2. Task:
   1. I was assigned to this critical project to deliver the dashboard within 2 weeks
3. Action: 3 Phase Implementation -
   1. Phase 1: Spoke to client to clearly understand the requirements
   2. Phase 2:
      1. Built the UI on Retool(no-code low code platform) using Vanilla JS and connected the APIs that the backend team provided
      2. Delivered functionality of one dashboard in the first week
   3. Phase 3:
      1. Delivered multiple dashboards
      2. Made changes to the UI and design to match their palette - in the next 3 days
4. Result:
   1. Cleared the 2nd part payment of the $75K Annual contract within 6 days after delivery
   2. Client - Ticket resolution time reduced by 30% (from creation to being resolved)
   3. Client - This helped them increase the agent efficiency by 15%
   4. 2000+ tickets were displayed on this dashboard, used by the client in 20+ locations
5. What I Would Do Differently:
   1. Clear Documentation:
      1. Documenting the process since the signing of the contract - saves time
      2. documenting the Implementation process - tech
   2. Proactive Risk Management:

      1. I would have identified potential risks (e.g., frontend team delays) earlier

      2. using no-code tools from the start.

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#2 Kapture - Query manager

1. Situation:
   1. Technical PM at Kapture (Customer Support CRM for customer support agents) - reported to CTO
   2. So the team was rapidly growing - hiring 2-3 engineers every week.
   3. We were using an SQL DB and all the engineers were accessing it directly and almost everyone had write access.
   4. Data Manipulation - by mistake
2. Task:
   1. I was assigned to lead this project
   2. I needed to secure the DB by reducing direct access and design an architecture to test new queries
3. Action: 3 Phase Implementation
   1. Phase 1:
      1. No brainer - Created a Testing & Staging DB using the snapshot of the Live DB
   2. Phase 2:
      1. I designed and built a Query Manager - converts SQL queries into the DB as an API that can be called from anywhere
      2. I had one backend engineer assigned
      3. write query that needs be approved by the EM
   3. Phase 3:
      1. I used Retool to build the UI and embedded this into our CRM with authorized SSO login
4. Result:
   1. Eliminated unauthorized DB modifications & Reduced direct DB access from 70 to 7 engineers (90% reduction)
   2. DB breaches reduced by 100% post-implementation (number of data requests reduced from 4 to 0 per month)
   3. Productivity of engineers improved by 20% → $75k in cost saved annually
      1. 20% of 30 backend engineers salary per month
   4. The team has over 100 engineers now and the entire backend team uses my tool to write and test queries
   5. The average time to execute queries - went from 10-15 hours to just 1-2 hours improving the efficiency
5. What I Would Do Differently:

   1. Stakeholder Buy-In Earlier:

      • involved the Engineering Managers (EMs) earlier in the design process to address their concerns and ensure smoother adoption of the Query Manager.

   2. User Training:

      • created a comprehensive training program for engineers to ensure they fully understood the tool’s capabilities and security protocols.

      Full Story

      Follow up Q