Overview
Work History
Education
Skills
Certification
Timeline
Generic

Avik Hazra

Bengaluru

Overview

13
13
years of professional experience
4
4
Certification

Work History

Technical Support Engineer III

Atlassian
01.2020 - Current
  • The role involves providing technical support for Confluence, including troubleshooting complex issues and collaborating closely with enterprise customers to understand and resolve problems. The focus is on addressing issues and finding effective solutions in order to ensure the smooth functioning of Confluence.
  • I interact with customers to troubleshoot Confluence application issues, covering installation, configuration, and performance optimization involving JVM tuning. Furthermore, I analyze heap dumps, CPU and thread dumps, and GC logs using internal tools like MSB and IPD. This method has been instrumental in identifying the problem and uncovering its root cause.
  • Resolving customer escalations related to upgrade issues, application performance slowdowns, database connectivity problems, collaborative editing, LDAP connectivity, application indexing, and network issues. Executing essential SQL queries to retrieve the required data from the application and for troubleshooting purposes.
  • Collaborating with the security team during CVE incidents to identify mitigations and prepare public articles outlining detailed mitigation steps, as well as developing SOPs for potential customer inquiries.
  • The deployment of Confluence Data Center On-Premises, AWS using CloudFormation, and Confluence Docker container is a critical aspect. The migration of Confluence from on-premises to cloud-based solutions primarily focuses on AWS.
  • Conducting Blitz Testing for the beta version of Confluence before its final release to uncover any potential blockers. My duties also include crafting public knowledge base articles, internal technical documents, and improving the product by documenting bugs and feature requests in partnership with the development team.
  • Engaging with teams across different regions, collaborating with colleagues to provide support during customer calls, and leading brainstorming sessions. Providing technical and soft skills training for new hires. Serving as an interim team leader to manage internal technical escalations, participating in technical interviews, and contributing to debrief sessions as a valuable team member.

IT Consultant

SAP Labs
09.2017 - 01.2020
  • I had the honor of serving as a member of the Cloud Operation Team, offering support for the SAP Workforce Analytics application and its Data Centers (DCs), which is a component of the HCM suite. My duties involved managing the deployment of the application across 12 regions spanning 27 Data Centers. The application was housed on a Windows server in IIS, with a stack consisting of Web, Application, MSSQL, and SAP HANA DB. It was my primary responsibility to maintain an exceptional uptime of 99.999% for this vital application.
  • Addressing the reported issues on Jira and Service Now with the tools used for publishing ETL data to the staging and production application by internal teams. Addressing application performance issues, user interface problems reported by clients, and minimizing application downtime and crashes were the primary daily responsibilities.
  • I was accountable for handling application issues, conducting root cause analysis, and executing corrective measures. My objective is to establish a zero repeat model by leveraging automation with Jenkins. To ensure seamless operations, I have played a significant role in developing PowerShell scripts for auto start IIS, DB services on the master Jenkins server for remote deployment across all Application and DB servers via the Jenkins agent to support the zero downtime model.
  • The application was first deployed on virtual machines (VMs). This involved tasks such as configuring IIS, setting up the MSSQL database (DB) cluster, implementing monitoring through Zabbix and Splunk, and performing both application failover and load testing. Subsequently, our team finalized these activities before handing them over to the platform team for full automation of the setup using Chef.
  • For the Production and Staging stacks, I performed minor and major patch deployments using the binaries provided by the development team. I followed thorough internal documentation for each deployment. Before every deployment, I participated in weekly CAB calls to ensure the validation of scheduled maintenance activities. Meanwhile, I supervised the implementation of asynchronous messaging across all application server nodes via RMQ (RabbitMQ) and configured autoheal to address split brain issues between the nodes. Additional projects aimed for onboarding new Data Centers, conducting comprehensive testing, validating end-to-end server stack with monitoring setup before Go Live.

Senior Systems Engineer

Atos India Pvt. Ltd.
05.2014 - 09.2017
  • I was in the operations and support team delivering global support for a hosted application on IIS catering to valued clients, ensuring round-the-clock assistance through ticket resolution, proactive management of application support metrics, health dashboard oversight, and troubleshooting L1 issues.
  • Configuring MSSQL database backup and restoration, scheduling SQL jobs, verifying job execution, and maintaining SQL ETL servers with built-in tools for configuring OLAP cubes.
  • Configuring the cluster database and ensuring high availability of application servers, performing monthly Windows updates, and installing new services provided by the Development team are essential tasks.

Technical Platform Executive

Infosys BPM
12.2011 - 04.2014
  • My role in the backend IT team involved providing support for standalone databases and applications. My primary responsibilities included troubleshooting daily issues reported by Business Process Management (BPM) users for Infosys' in-house built applications on Internet Information Services (IIS), supported by Microsoft SQL Server Database Management System (MSSQL DB).
  • My daily job responsibilities encompassed monitoring the application workflow and various services, including service logs and task scheduler. This also involved overseeing SQL log shipping, jobs, and database backup. I conducted regular monthly server health check-ups and facilitated Windows patch updating through WSUS. Moreover, I managed the provisioning of new servers and applications for upcoming clients via IIS. Additionally, I tailored client FTP configuration and software installation to meet specific client requirements.

Project Trainee

Philips Electronics India Ltd.
05.2011 - 12.2011
  • I started my career at Philips as a trainee, which provided me with the chance to contribute to the IT R&D Team. This experience enabled me to fully immerse myself in the corporate culture and acquire valuable technical knowledge. My responsibilities involved maintaining the WDS Server, capturing and deploying OS images for different desktop and laptop models, coordinating Cisco IP communicator with Microsoft Office Communicator, and actively engaging in IT service desk operations.
  • The main project entrusted to me by my manager was "PC Performance," which focuses on enhancing the performance of desktops and laptops. This entails a blend of hardware and software optimizations aimed at boosting speed, responsiveness, and overall efficiency. My daily tasks encompass verifying software and driver updates, uninstalling redundant programs, optimizing startup processes, clearing disk space and temporary files, defragmenting the hard drive, upgrading hardware components, fine-tuning power settings, and monitoring resource usage.

Education

B Tech - Computer Science Engineering

DIATM
Durgapur, India
2010

Skills

  • Mastering Root Cause Analysis for Permanent Solutions
  • Familiarity with cloud platforms and services, particularly with AWS
  • Creating PowerShell scripts to automate manual tasks
  • Knowledge of Java EE application servers, such as Apache Tomcat, and JVM (Java Virtual Machine) tuning
  • Providing technical support and troubleshooting for Java and NET applications hosted on both On-Premise data centers (DCs) and Amazon Web Services (AWS)
  • Utilizing Docker containers and working with Docker CLI commands to build, run, and manage containers, images, volumes, and networks
  • Technology and Tools exposure on IIS, Apache Tomcat, F5, Nginx, EC2, RDS, S3, Docker, RabbitMQ, Splunk, Zabbix, Jenkins, Jira, Confluence, Moogsoft
  • Proficiency in working with different database management systems such as PostgreSQL, Microsoft SQL Server or SAP HANA
  • Handling escalated issues and managing customer expectations
  • Collaborating with colleagues to share knowledge and prevent formation of isolated information pockets, while also taking an active role in enhancing the team's skill set

Certification

  • AWS Certified Cloud Practitioner, Amazon Web Services - https://www.credly.com/badges/77f32e3a-c301-42fa-83a1-3d09541bfdfc/public_url
  • Foundations of Project Management, Coursera - https://www.coursera.org/account/accomplishments/certificate/27FM77TCGJQ9
  • ITIL® Foundation Certificate in IT Service Management, PeopleCert - GR750472478AH , https://www.peoplecert.org/for-corporations/certificate-verification-service
  • VMware Certified Associate - Data Center Virtualization (VCA-DCV), VMware - VMW-01224612N-00382850, http://www.vmware.com/go/vca

Timeline

Technical Support Engineer III

Atlassian
01.2020 - Current

IT Consultant

SAP Labs
09.2017 - 01.2020

Senior Systems Engineer

Atos India Pvt. Ltd.
05.2014 - 09.2017

Technical Platform Executive

Infosys BPM
12.2011 - 04.2014

Project Trainee

Philips Electronics India Ltd.
05.2011 - 12.2011

B Tech - Computer Science Engineering

DIATM

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