Eugene Kalashnikov Incident manager \ Technical Support Engineer / Crypto

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Integrations Project Manager

JuicyScore

Mar 2023 - Current (3 years 6 months)

- Preparation and participation in the Integration Kick-off Meeting. - Covering technical aspects of integration, main stages, and preliminary deadlines for integration, methods of communication, agreement on next steps, and those responsible. - Providing technical documentation for integration. - Tracking the main stages of integration for each client (Weekly integration status tracking in Jira). - Daily monitoring of volumes, key metrics, and alerts at the Integration - POC stages. - Proactive communication within the company and with the client. - Organizing meetings with clients if necessary to discuss integration features. - Providing a weekly report on integration statuses, as well as volumes and metrics for the Integration - POC stag

Senior Incident Manager

NoOnes

Apr 2022 - Jan 2024 (1 year 10 months)

- Handled hiring, onboarding, and performance tracking - Managed critical production incidents and coordinated responses - Conducted root cause analysis and postmortems for clarity - Improved incident response and recovery processes to reduce MTTR - Supported Tier 1 engineers in investigating client issues - Partnered with Product Managers to refine feature specifications - Led log and metrics analysis in Kibana and Grafana - Reported to the CTO on KPIs and team performance.

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Senior Support Engineer

ODIN

Jan 2013 - Jul 2015 (2 years 7 months)

- Owning all major incidents and requests and driving them flawlessly; - Providing guidance and references to customer’s technical teams to ensure that Odin best practices are followed where required; - Problem management – trends analysis and rapports delivery to Developers teams; - Assisting with implementation of new solutions, deployment of packages, hotfixes and upgrades planning; - Tracking and prioritizing of feature requests and hotfixes; - Handling tickets via Request Tracker system and keeping KPI; - Responding to personal e-mails in a timely manner; - Customizing Odin(Parallels) software according to customer needs; - Account manager activities (escalation 1st line tickets from customers, resolving some technical issues out of ti

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Senior Technical Support Engineer

CloudBlue

Nov 2017 - Jan 2024 (6 years 3 months)

- Business and technical onboarding of Software Vendors and Service Providers - Technical assistance for developers who create applications based on APS standard (including troubleshooting customers’ application with help of various Log files and browser Dev Console); - Managing sandboxes (test servers based on CentOS + Virtuozzo virtualization software); - Certifying applications against certification criteria (simplified manual QA process).

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Software Engineer

ODIN

Jul 2015 - Nov 2017 (2 years 5 months)

APS developer support team at Odin

Technical Support Engineer

Parallels

Jul 2010 - Jan 2013 (2 years 7 months)

Troubleshooting and support of web-hosting product line of Parallels products on Linux and Windows platforms: Parallels Plesk Panel, Parallels Virtuozzo Containers.

Eugene Kalashnikov

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