Prajwal Raj
About Prajwal Raj
Prajwal Raj serves as the Manager of Operations Engineering at Cashfree Payments, where he has implemented a 24/7 monitoring system and expanded his team significantly. He has a background in customer success and site reliability engineering, with experience at various companies including Synup and Ola.
Work at Cashfree Payments
Prajwal Raj has been working at Cashfree Payments since 2021 as the Manager of Operations Engineering. In this role, he has implemented a 24/7 monitoring system, significantly expanding the previous 14-hour coverage. He successfully scaled the Operations Engineering team from 4 to 20 members and initiated a new team called TSE to provide additional support to core engineering. His contributions include defining turnaround time (TAT) for merchant onboarding and collaborating with multiple payment gateways and banks to establish service level agreements (SLAs) on existing issues.
Previous Experience
Before his current role at Cashfree Payments, Prajwal Raj worked at Synup as a Customer Success Manager (CSM) from 2018 to 2020. He also held positions at Cashfree Payments, including Assistant Manager of Site Reliability Engineering for 6 months in 2021 and Senior Customer Success Lead from 2020 to 2021. His earlier experience includes working as a Senior CSM at Ola from 2016 to 2018 and at Ocwen Financial Solutions Pvt. Ltd. from 2012 to 2013.
Key Initiatives and Projects
Prajwal Raj has led several key initiatives during his tenure at Cashfree Payments. He successfully convinced wallet companies to extend the transaction timeout period from 5 minutes to 15 minutes, which improved transaction success rates from an average of 15% to 45%. He also led a project that addressed wallet transaction issues, collaborating with multiple wallet companies to enhance merchant experiences across various lines of business.
Education and Expertise
Prajwal Raj possesses a background in operations engineering and customer success management. His expertise includes defining service level agreements (SLAs) and turnaround times (TAT) in payment processing environments. He has experience in scaling teams and implementing monitoring systems to improve operational efficiency.