Sounak Santra
L2 Application Support Specialist
Kolkata,West Bengal
Summary
Experienced Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player.
Developed skills in fast-paced technical support environment, including problem-solving, troubleshooting, and effective communication. Seeking to transition into new field where these skills can be applied and expanded. Focused on delivering reliable solutions and improving user satisfaction.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
L2 Application Support Specialist
Tata Consultancy Services Ltd
Kolkata
11.2016 - Current
- Provided 24/7 support for an Transaction management application for a Global bank.
- Developed and maintained Perl automation scripts to streamline transaction processing, cash reconciliation, and report generation in a high-volume cash management application, improving operational efficiency and reducing manual effort.
- Developed and automated Shell scripts for disk space management, data clean-up, and weekly server core dump removal.
- Installed and configured Dynatrace OneAgent across all application servers to enable real-time monitoring of system health, transactions, and infrastructure performance.
- Set up Dynatrace SaaS environment, ensuring seamless integration with cloud, on-prem, and hybrid infrastructure for end-to-end application observability.
- Designed and customized Dynatrace dashboards to visualize key performance indicators (KPIs), including CPU/memory usage, response times, database queries, and service latency.
- Configured automatic anomaly detection and AI-driven alerts for early identification of performance bottlenecks, slow transactions, and system failures.
- Created custom monitoring policies and thresholds for business-critical applications, ensuring proactive incident resolution.
- Integrated Dynatrace with ServiceNow for automated ticketing and issue tracking.
- Developed performance reports and analytics to provide insights into system trends, historical data, and optimization opportunities.
- Conducted regular Dynatrace upgrades and maintenance, ensuring the monitoring environment remains up to date and secure.
- Installed and configured Splunk Enterprise/Splunk Universal Forwarders on all application and database servers for centralized log collection.
- Set up Splunk indexers, search heads, and forwarders, optimizing data ingestion and retrieval for high availability and performance.
- Developed custom Splunk dashboards to monitor application health, error rates, transaction latency, and system performance metrics.
- Created Splunk alerts and notifications for real-time monitoring of critical events, failures, and security incidents, ensuring proactive issue resolution.
- Designed and optimized Splunk queries (SPL) and reports, enabling deep-dive analysis of log data for root cause identification.
- Configured log retention policies and optimized Splunk data storage to balance performance and cost-effectiveness.
- Reduced downtime by proactively monitoring application performance and addressing potential issues before they escalated.
- Ensured seamless application updates by coordinating with developers during release cycles, minimizing user impact.
Customer Service Partner
Yes Bank Ltd
Kolkata
05.2015 - 11.2016
- Managed and led branch customer service operations, ensuring exceptional client satisfaction by resolving inquiries, handling complaints, and streamlining banking processes to enhance customer experience and retention.
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Networked with other professionals and organizations to expand contacts and opportunities.
Deputy Manager of Customer Service
ICICI Bank Ltd
Ahmedabad
11.2012 - 05.2015
- Oversaw branch operations, including the Demat Desk and Loan Operations Desk, ensuring seamless processing of depository services, trade settlements, and loan disbursements.
- Reduced response times for customer inquiries by optimizing workflows and resource allocation.
- Managed escalated cases with professionalism and tact, maintaining strong relationships with key accounts despite challenging situations.
Education
Bachelor of Technology - Computer Science And Engineering
Birbhum Institute of Engineering And Technology
Suri, Birbhum 06.2007 - 06.2011
Higher Secondary - Statistics
St. Xaviers School
Haldia 06.2005 - 05.2007
Skills
Incident management
Application support
Status reporting
SQL
Shell Scripting
PERL
Application Performance Monitoring
Dynatrace
Splunk
Performance tuning
Ticket management
Decision-making
Call management
Verbal and written communication
Problem-solving aptitude
Certification
Splunk Core Certified Power User
Timeline
L2 Application Support Specialist
Tata Consultancy Services Ltd
11.2016 - Current
Customer Service Partner
Yes Bank Ltd
05.2015 - 11.2016
Deputy Manager of Customer Service
ICICI Bank Ltd
11.2012 - 05.2015
Bachelor of Technology - Computer Science And Engineering
Birbhum Institute of Engineering And Technology
06.2007 - 06.2011
Higher Secondary - Statistics
St. Xaviers School
06.2005 - 05.2007
Splunk Core Certified Power User
Dynatrace Associate
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