ARITRA GHATAK

Solid hands-on experience with AI Enabled High Performance Computing (HPC) Systems - IBM LSF Product
Technical leadership to a team of engineers, ensuring delivery of scalable solutions that align with client requirements
Strong Linux system-level expertise, deep familiarity with kernel internals, tuning and troubleshooting, cluster management
Demonstrated debugging skills, ability to debug distributed logs, trace issues across layers and find signal in the noise
Passion for problem-solving and building the full picture from fragmented clues

• Leading and Managing Software Product, Application Support and QA team of 8-10 members, Providing Technical Coaching, Mentoring teammates to handle customer escalations and Managing project timelines
• Responsible for evaluating, reviewing and triaging customer issues in the group based on the impact and severity, allocating resources, reviewing technical analysis
• Troubleshooting critical escalations that involves problem solving, reproducing issue on simulator and debugging through code to identify the root cause, finding workaround to deliver quicker fixes and performing Root Cause Analysis (RCA) to mitigate issue recurrence and publishing to stakeholders
• Diagnosing incidents and finding Corrective and Preventive Actions (CAPA) by collaborating with Development, QA team and other support groups and implement changes for effective closure of the customer issues
• Installing and configuring software releases on engineering lab tools. Work with tool owners and Hardware/Process Engineers to debug control system software issues on US/India Apps lab tools
• Developing and Reviewing test case based on project requirement and implementation and Performing test execution activities (Functional, Manual, Regression) during Software Release, log software defects and tracking through closure
• Demonstrated ability to develop strong relationships with multiple horizons of customers, interact effectively with stakeholders, understanding their business objective and requirements, providing optimum solution and support
• Build sustainable, efficient and responsive team to support customer delight approach for deliverables and influence cross-functional business units to drive operational excellence
• Responsible for improving productivity and support KPIs (SLA, TAT, R&D Deflection) by Process Improvement, Knowledge Management as Best Known Methods (BKM's) and Automation
• Providing training for Global/Regional Product Support teams working in customer IC Manufacturing FAB on product feature, enhancements and software troubleshooting
• Preparing various KPI Metrics reports and sharing with all stakeholders and management

• Being Level 3 Product Support Specialist, responsible for technical, functional support of various Amadeus GDS Altea products such as Airline and Flight Schedule, Inventory, Flight Operations, e-Commerce Airline Digital Application including Ticketing, Booking, Fare and Pricing, Seat Map, Ancillary Services
• Analyzing impact and providing resolution for the issues reported by airline consultant managing web application of international Airlines (Lufthansa, Air France, Finnair, Qantas, Japan Airlines, Air Canada)
• Troubleshooting of the incidents raised by the airlines and finding root cause of the issue and liaising with R&D teams for permanent fix
• Implementing Monitoring Dashboards for applications to catch issues proactively and improving support KPIs
• Collaborating with Implementation team to enhance any feature requirement
• Involving in incident reduction program and suggesting product enhancement
• Preparing monthly KPI report and Retrospective deck and showcasing to all stakeholders
• Managing the team members and delegating tasks to ensure business continuity

• Responsible for providing production, application and IT infrastructure support and system operations
• Accountable for managing support/operation tasks via ITSM methodologies including Business service request, Change management, Production Incident investigations, RCA, Incident fix and implementations, daily health-checks, resolve infrastructure related issues, queries, reporting etc
• Troubleshooting application issues and fixing with help of different technology partners and groups
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes and work co-operatively to provide seamless customer service
• Track all open problems relating to major customers and provide periodic reports to customers, management

• Analyzing production issues reported by consultants/end users and providing resolution
• Debugging and fixing critical application issues by joining Technical Bridge calls to have discussion with Technical Service Manager
• Replicating production issue in test environment and finding root cause by code level analysis
• Troubleshooting application outage issues concerning servers and databases
• Developing shell scripts to automate routine tasks (monitoring and status checks, BU Reports)

• Providing L2 Application Support for e-Commerce product (Orange telecom), resolving issues of customer Web Self Service, Account Management, Online Shopping for mobile handsets and accessories, Personalized subscription
• Managed application and system housekeeping activities to ensure optimal service performance
• Configuration changes, deployment of software packages and bug-fixes in production
• Deployment of patches and Hot/Break fixes on production servers to facilitate system improvement, critical application upgrades
• Coordinated change requests with on-site personnel, negotiating change slots and supporting system changes
• Raising the Change request and coordinating changes with appropriate on-site personnel including negotiating change slots and supporting system change activity
• Prepared weekly status reports and monthly review presentations for client meetings