Shahid Shaikh

Role & Reporting

Role Title: Head of Technology & IT (CTO Equivalent) – Cashkr

Department: Technology / IT (cross-functional: Product, Marketing, Ops, Vendor, CX, Finance, Analytics)

Reports To (Primary):

CEO – Ibrahim Surya

Functional / Dotted-line:

Data Analyst – Ashwini (events, data layer, reporting needs)
Marketing Head – Pranjal (tracking, website/app needs, campaign enablement)
Pricing & Buyback Manager – Mohsin (pricing logic, models, record tables)
Ops / Vendor / CX Leads (flows, SLAs, tools to run operations smoothly)
Finance (systems impact on billing, payouts, reconciliations)

Leads / Manages Tech Team:

Ayaz – Website-focused Full Stack Developer (web frontend, backend APIs for web, CRO/SEO support)
Resham – Admin Panel & Database Developer
Suraj – DevOps & APIs (infra, CI/CD, integrations)
Shahid (self) – Mobile Apps, IT, Tracking (but now also Head of Tech)
Nirajan – Tester (QA)
Bikesh – UI/UX Designer

Role Purpose

Own and lead all technology and IT for Cashkr so that:

Website, apps, admin tools and internal systems are reliable, secure and scalable
Business teams (Marketing, Ops, Pricing, CX, Vendor, Finance) get the flows, features and tracking they need
Tech roadmap is clear, prioritised and delivered on time
Data and tracking foundations are strong so that decisions are driven by accurate numbers, not guesswork.

Key Result Areas (KRAs)

KRA 1 – Tech Strategy, Architecture & Roadmap

Define and maintain the overall technology vision and architecture for Cashkr (web, app, admin, vendor tools, APIs, infra) and convert business goals into a clear, prioritised tech roadmap.

KRA 2 – Platform Reliability, Performance & Security

Ensure Cashkr’s website, apps, admin panel and APIs are stable, fast and secure, supporting smooth customer journeys and internal operations with minimal downtime and incidents.

KRA 3 – Delivery Management & Quality (Web, App, Admin, APIs)

Plan, coordinate and deliver tech changes across Ayaz (web), Resham (admin/DB), Suraj (DevOps/APIs), Shahid (apps), Nirajan (testing) on a predictable release cadence, with strong QA so that production is stable.

KRA 4 – Tracking, Events & Data Readiness (with Ashwini)

Work with Ashwini to ensure all key events, parameters and IDs (web, app, admin) are correctly implemented and verified in GA4/Firebase/DB so analytics and campaigns are reliable.

KRA 5 – IT Hygiene, Security & Access Management

Own the IT foundation: access controls, credentials, environments, backups and incident response so that systems are safe, compliant and manageable.

KRA 6 – Cross-Functional Enablement (Marketing, Ops, Pricing, CX, Vendor, Finance)

Be the single accountable tech owner who receives requirements from other teams, translates them into tech tasks, and ensures they are delivered in a way that supports business KPIs.

KPIs (Mapped to KRAs)

No. 1 – Platform Uptime (Web, App, Admin, APIs)

Description:

Measures availability of key systems (website, consumer apps, admin panel, APIs) that Cashkr relies on.

Formula:

( Total time systems were up and functioning ÷ Total time in period ) × 100

Target:

High uptime, e.g. ≥ 99% for critical components (to be defined per system).

Data Source:

Monitoring tools, uptime logs, infrastructure dashboards.

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 2, KRA 3, KRA 5.

No. 2 – Critical Incident Count & Resolution Time

Description:

Count and manage major technical incidents that impact customers or internal teams (e.g., cannot place order, cannot assign order, payouts blocked, app crash loops).

Formula (Incident Count):

Number of P0/P1 incidents per month

Formula (Resolution Time):

Average time from incident detected/reported → incident resolved (per severity)

Target:

Minimal P0/P1 incidents; resolution time targets defined by severity (e.g., P0 within same day).

Data Source:

Incident / bug tracker, Slack incident channels, post-mortem logs.

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 2, KRA 3, KRA 5.

No. 3 – Roadmap Delivery & Release Timeliness

Description:

How reliably the tech team delivers planned roadmap items (features, improvements, refactors) on time.

Formula:

Number of roadmap items delivered on or before agreed date ÷ Total roadmap items planned for that period × 100

Target:

As close to 100% as possible for agreed scope (after proper prioritisation).

Data Source:

Roadmap tracker (Sheet/Notion/Jira), release logs.

Review Frequency:

Monthly.

Linked KRAs:

KRA 1, KRA 3, KRA 6.

No. 4 – Release Quality (Bug Leakage to Production)

Description:

Measures quality of releases by tracking bugs that escape to production after “done”.

Formula examples:

Number of P0/P1 bugs created by new release ÷ Number of releases in that month
Total post-release bugs reported within X days of deployment

Target:

Reduce post-release critical bugs over time; ensure QA (Nirajan) catches most issues pre-release.

Data Source:

Bug tracker, release notes, QA logs.

Review Frequency:

Monthly.

Linked KRAs:

KRA 2, KRA 3.

No. 5 – Tracking Implementation Coverage (Web, App, Admin)

Description:

Percentage of events and parameters requested in the event master sheet that are correctly implemented and visible.

Formula:

( Number of events/parameters correctly implemented and verified ÷ Number of events/parameters assigned to Tech in master sheet ) × 100

Target:

100% coverage for all events in the agreed scope; new events delivered within agreed timelines.

Data Source:

Event master sheet, GA4 DebugView, Firebase, DB checks, QA verification with Ashwini.

Review Frequency:

Weekly / Monthly.

Linked KRAs:

KRA 4.

No. 6 – Tech Request Response & Completion SLA (Cross-Functional)

Description:

How well tech supports Marketing, Ops, Pricing, CX, Vendor and Finance with required changes and fixes.

Formula (Response SLA):

Average time from request raised → acknowledged / triaged

Formula (Completion SLA):

Number of requests completed within agreed TAT ÷ Total requests closed × 100

Target:

High response and completion SLA for agreed priorities; clear expectations set with teams.

Data Source:

Tech request log (Sheet/Notion/Jira), Slack threads.

Review Frequency:

Monthly.

Linked KRAs:

KRA 3, KRA 6.

No. 7 – IT Hygiene & Access Control Issues

Description:

Tracks hygiene issues around access, credentials, backups and environments.

Formula:

Number of IT hygiene issues per month (wrong access, missing revokes, unprotected secrets, missing backups, etc.)

Target:

Zero critical IT hygiene issues; reduce minor ones via process.

Data Source:

Access control sheet, internal audits, incident reports.

Review Frequency:

Monthly / Quarterly.

Linked KRAs:

KRA 5.

Core Processes / SOPs Owned

Shahid is owner / co-owner for these SOPs:

Tech Roadmap & Prioritisation SOP

How business teams (CEO, Marketing, Ops, Pricing, CX, Vendor, Finance) submit new requirements.
How Shahid, with CEO and leads, decides priorities and breaks work into web (Ayaz), admin/DB (Resham), APIs/infra (Suraj), app (Shahid), QA (Nirajan), UX (Bikesh).
How roadmap is documented and updated (quarterly, monthly).

Development & Release Management SOP

Common branching, coding and review standards for web, app, admin and APIs.
Flow: requirement → spec → design (with Bikesh if UX/UI) → development → QA (with Nirajan) → staging → production.
Release cadence (weekly/bi-weekly or as defined) and rollback procedures.

Tracking & Event Implementation SOP (with Ashwini)

How Ashwini shares event requirements (fields, names, triggers).
Allocation: who implements what (Ayaz for web, Shahid for app, Resham for admin).
Testing and sign-off flow so no event is marked “done” until visible in tools.

Incident Management & Post-Mortem SOP

Severity levels (P0/P1/P2 etc.) and who is paged for what.
Steps when a major incident occurs: detection → comms → mitigation → fix → post-mortem.
Documentation of root cause, lessons learned and prevention action items.

Security, Access & IT Hygiene SOP

Access rules for: code repos, servers, databases, admin tools, analytics tools, Play Console, App Store, etc.
Process when someone joins, changes role, or leaves (grant/modify/revoke access).
Password/secret handling policy (no sharing in plain text, use of secure storage).

QA & Testing SOP (with Nirajan)

Minimum testing requirements before any release:
- Regression checks for key flows (lead → order → assign → pickup → payout).
- Testing for new features, bug fixes and tracking changes.
Bug logging, severity tagging and re-test protocol.

Tool & Vendor Selection SOP (Tech Side)

How new tools/vendors (hosting, monitoring, communication, analytics) are evaluated.
Criteria (cost, reliability, support, integration complexity).
Approval and implementation process.

Weekly & Monthly Reporting

Weekly – “Technology & IT Weekly Snapshot”

To:

CEO – Ibrahim Surya
Core Tech Team (Ayaz, Suraj, Resham, Nirajan, Bikesh)
Data Analyst – Ashwini
Marketing Head – Pranjal
Key Ops / Vendor / CX / Pricing stakeholders when relevant

Format:

Short summary (Slack / Email / Doc) with key metrics and links (monitoring, dashboards, trackers).

Includes:

Platform Health:
- Any major outages or incidents this week, with status.
- Quick view of uptime / crash trends if available.
Releases & Changes:
- Web, app, admin, API releases completed.
- Key features, fixes and tracking updates shipped.
Open Issues & Risks:
- Top priority bugs or infra risks currently being handled.
- Any blockers or dependencies on other teams.
Request & Roadmap Updates:
- Important business requests received and how they’re planned/queued.
- Any roadmap adjustments from the original plan.
Next Week Focus:
- Planned releases and big tasks for web, app, admin, APIs, UX, tracking.
- Any cross-functional coordination needed (marketing campaigns, ops launches, etc.).

Monthly – “Technology & IT Section in Monthly Review”

To:

CEO, Tech Team, Data Analyst, Marketing Head, Ops/Vendor/CX Leads, Pricing (Mohsin), Finance.

Format:

Slides / Doc with charts and links to dashboards.

Includes:

Overall Platform & Incident Summary:
- Uptime for web, app, admin, APIs.
- Number and details of P0/P1 incidents and how they were resolved.
Major Tech Deliveries:
- Key features, flows and tech improvements shipped this month across web, app, admin and APIs.
- How they supported business goals (leads, orders, SLA, CX, pricing, etc.).
Tracking & Data Status:
- Progress on event implementation vs master sheet.
- Any major tracking issues found and fixed.
IT Hygiene & Security:
- Access changes, audits done, issues found.
- Security or infra improvements implemented.
Support to Business Teams:
- Major support given to Marketing (campaign requirements, landing pages, tracking), Ops (admin changes, vendor tools), Pricing (record logic), CX (status flows, comms) and Finance (billing, payout flows).
Top 3–5 Priorities for Next Month:
- Big roadmap themes (e.g., new flows, refactors, infra uplift).
- Tracking or security improvements.
- Any high-risk items that need management attention.