Souvik S.

Experience

• 

  UST

  May 2016 - Jun 2019

  Linux, Oracle SQL Oracle Database; Java Bug fix; AMS; Sharepoint

  • Senior Software Developer

    Oct 2018 - Jun 2019

  • Software Developer

    May 2016 - Sept 2018
• 

  Khoros

  Jun 2019 - Apr 2024

  * Provided effective coaching, mentorship, and personalized feedback sessions to junior team members,supporting their professional growth and development.* Led seamless transitions of products from Engineering to Support teams, ensuring continued support and operational efficiency.* Maintained accurate and up-to-date documentation by creating and reviewing knowledge base articles,facilitating efficient knowledge sharing and collaboration.* Utilized StellaConnect application to assign tickets for audit, ensuring adherence to standards andaccountability on a weekly basis.* Prepared and delivered detailed monthly outage reports to executive leadership, offering insights for strategic decision-making and process improvement. Show less * Monitor and mitigate incidents on Khoros Infrastructure and applications (Khoros Communities/ Khoros Care/ Khoros Marketing) hosted either on AWS through proactively identifying, investigating and resolving those technical incidents and problems.* Make the regular configuration changes, scale resource on the Live Production applications as per the situation.* Take the lead to ensure incidents are taken care of and appropriate action items are documented in the knowledge base.* Work closely with the Development team to resolve the code related issues.* Take care of the configuration of alerts and monitoring parameters when there is a deviation on the monitoring tools like Nagios, New Relic and Datadog, etc.* Ensuring tickets are getting reviewed by the managers by using StellaConnect application.* Acts as an Incident Manger during critical incidents and provide timely updates tocustomer and ELT* Responsible to update Khoros status page and pendo guides during major outagesto keep the customer aware of the issue and progress. Show less * Monitor and mitigate incidents on Khoros Infrastructure and applications (Khoros Communities/ Khoros Care/ Khoros Marketing) hosted either on AWS through proactively identifying, investigating and resolving those technical incidents and problems.* Make the regular configuration changes, scale resource on the Live Production applications as per the situation.* Take the lead to ensure incidents are taken care of and appropriate action items are documented in the knowledge base.* Work closely with the Development team to resolve the code related issues.* Take care of the configuration of alerts and monitoring parameters when there is a deviation on the monitoring tools like Nagios, New Relic and Datadog, etc. Show less

  • Technical Support Team Lead

    Aug 2023 - Apr 2024

  • Senior MCS Engineer

    Jan 2022 - Aug 2023

  • MCS Engineer II

    Mar 2021 - Dec 2021

  • MCS Engineer

    Jun 2019 - Mar 2021