Arijit Banerjee

Technical Expertise:

• Jira Product Mastery: Demonstrated deep understanding of Jira's core product functionalities, workflows, and administration.
• Problem-solving: Proven ability to troubleshoot complex technical issues related to Jira installations, customizations, and integrations, migration, upgrades.
• Cloud and Server Environments: Familiarity with both cloud-based and on-premise Jira deployments.

Customer Support Excellence:

• Customer-Centric Approach: Consistently provided exceptional customer service, building strong relationships with clients and resolving issues promptly.
• Escalation Management: Handled escalated cases effectively, coordinating with internal teams to deliver timely solutions.
• Knowledge Sharing: Contributed to knowledge base articles and training materials to empower customers and support colleagues.

Product Management :

• Assisting in basic product management tasks while providing end-to-end product support to ensure seamless user experience and cross-functional coordination
• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
• Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.

• Responsible for Hadoop Cluster capacity planning, performance tuning, cluster Monitoring, Troubleshooting.
• Monitoring Hadoop jobs and analyzing logs for taking required actions.
• Adding and removing Hadoop services to cluster as per the requirements.
• Hands on experience in analyzing Log files for Hadoop and ecosystem services and finding root cause.
• Also working with the Product ArcadiaData which is UI based tool for BI reports.
• Working with Hive and Impala that run as background query Engines.
• Query performance tuning and troubleshooting.
• Adding/installation of new components and removal of them through Cloudera Manager
• Conducted root cause analysis for recurring issues, resulting in long-term solutions and improved system stability.

• Provided end-to-end production support during the brief time I worked there.
• Worked with the SAAS Application (Informatica Intelligent Cloud platform).
• Tuning the current Architecture and automating daily processes.
• Served as primary point of contact for support relating to owned solutions and products.

• Implemented and Supported PowerCenter development, test, quality assurance and Production environments including object Migrations / Integration.
• Install / Upgrade PowerCenter software, Administer Services and provide Application support for Clients from different domains and locations.
• Provided PowerCenter Performance tuning and Production support.
• Responsible for reproducing the issue at lab environment and Collaborating with R&D team for Bugs/CR/Patch.
• Mentor new joiners and help them onboard.
• Handled Escalations and take part in Customer success Management.
• Directly engaged with customers for issues and on-boarding.
• Wrote Knowledge Base Articles. Contribute to Documentation.
• Provided Product support for Cloud product.
• Java based application level troubleshooting like Jstack / Thread dump analysis. Also, working on OS level Stack like PSTACK, PMSTACK.

• Worked on database changes through change process tickets / Incidents.
• Communicated with Oracle support by raising SRs for database related errors seeking their solutions and work around to prevent further occurrences of the errors.
• Worked on database performance Tuning, AWR report.
• Used OEM as Monitoring tool.
• Performed Database Backup using RMAN, IMPDP, Cold and Hot (tape,disk).
• Performed full DB refresh activities from production to development and staging environments using export/import utility.
• Creation of Index, stats gather, explain plan generation.