Sudharshan K
Principal Product Support Engineer
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About
Over 11 years of hands-on experience in application support and operations, specialising in the administration, and troubleshooting of Application servers on the Windows and Linux platforms, which are hosted on the Cloud and On-prem. Currently serving as a Principal Product Support Engineer, handling critical data loss and production issues. Demonstrated capability in managing SAAS environments and proficiency in AWS IAM, S3 buckets, VPC, AWS Lambda, Cloud Watch, Cloud Front, and Cloud Formation.
Proficient in managing Version control Systems Git and GitHub, Configuration management using Ansible and also CI/CD pipeline development and maintenance using Jenkins. Resolve escalated issues efficiently, analyse logs for trends, and ensure timely issue resolution within defined SLAs. Proficient in managing, AD, DNS, DHCP, SSL, TLS, HTTP, HTTPS proficient in IIS Web servers and experienced in SQL.
Recent achievements include effectively managing UK and US customers in a SAAS environment and providing level three support to renowned customers like DWP-UK, Pepsi, and DXC-US. Knowledge in reading XML and JSON files. Knowledgeable in various technologies, including, SysTrack, Windows Servers, SQL Database, and familiarity with utilising ticketing platforms such as Zendesk, Salesforce, and Jira.
Experience
Principal Product Support Engineer at Opentext (2024-10 – Present)
- Handling critical data loss and production issues with expertise in a SAAS environment.
- Diagnose complex system, network, and application failures.
- Collaborated with development teams to containerise applications using Kubernetes, improving scalability and reliability.
- Resolve high‑severity production incidents (Sev‑1 & Sev‑2).
- Utilizing SQL skills to write queries for data extraction and analysis.
- Lead RCA efforts and deliver permanent fixes.
- Manage major incident calls and escalations.
Senior Product Support Engineer at Lakeside Software (2021-10 – 2024-08)
- Installing and Configuring Troubleshooting and providing third level support to Systrack Application servers.
- Creating SysTrack dashboard to provide analytical results.
- Utilizing SQL skills to write queries for data extraction and analysis.
- Creating Dex packs and helping customers to customize the reports.
- Analyzing logs to identify trends and underlying issues for proactive troubleshooting.
- Providing structured issue resolution within defined SLAs.
- Troubleshooting and resolving escalated issues efficiently.
- Collaborating with higher management for issue escalation and resolution.
Senior Product Support Engineer at Verint Systems (2018-12 – 2021-10)
- Providing level three support to Verint Applications.
- Proficiency in AWS IAM, S3 buckets, VPC, AWS Lambda.
- Monitor the resources using Cloud Watch, and monitor the events using Cloud Front.
- Expert in SSL, TLS, SHA1, and SHA2 certificates for secure data transmission.
- Proficient in SQL Database management.
- Analyzed application logs for RCA and proactive issue resolution.
System Engineer- L2 at Toyota Tsusho Network Integration (2017-04 – 2018-10)
- Provided L2-level Application support to customers.
- Installed, configured, and deployed Verint recording Application.
- Troubleshot recording protocols SIP, RTP, and UDP, ensuring seamless operations.
- Analyzed application logs to identify root causes for efficient issue resolution.
Technical Analyst at Cyrus Intec solution India Pvt. Ltd. (2014-10 – 2017-03)
Provided IT support to customers at the enterprise level. Installed, configured, and deployed Servers and Storage in the Data Centre. Managed backup of Virtual machines, Physical servers and SQL Database Backup. Managing Active Directory, DNS, DHCP, VMware
Education
B.E in Electronics and Communication – VTU
Diploma in Electronics – KVTP, affiliated to BTE, Bangalore
