Lead II - Production Support

Thiruvananthapuram, Kerala Kochi, Kerala
Permanent
Full-time

16 days ago

Job Description:Role Proficiency:Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines and assist project manager in day to day project executionOutcomes: * Co-ordinate and promote the effective functioning of incident/problem management activities across all of support teams

Contribute to the planning of application/infrastructure releases and configuration changes
Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence
Maintain knowledge base of known support issues and resolutions
Create and maintain application support service catalogue in coordination with other internal application teams
Ensure application monitoring mechanisms and performance tuning processes are in place
Provide input to the implementation backup and roll-back plans
Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers i.e. balance both client expectations with internal needs
Create monthly performance reports and publish to stake holders
Handle critical customer escalations and manage appropriate stakeholder communications
Organize facilitate and lead technical teams to work to resolve major incidents
Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
Understand departmental and company policies procedures and business practices
Mentor all team members to become more effective in their roles and coach them on their career aspirations

Measures of Outcomes: * Adherence to engineering process and standards

Ensure that tickets/incidents are resolved by all the resources in team within allotted time frame
Timely publication of reports and metrics to stakeholders
Handling of critical escalations
Adhere to SLAs where applicable
# of non-compliance issues
% of incident reduction based on permanent fixes/automation/utilities
Productivity standard of the project
# of reusable components or documents created
Participation in Knowledge Transfer to ensure better grasp of product
Completion of all mandatory training requirements
Availability of all supported applications per defined standards

Outputs Expected:RCA: * Ensure Root Cause Analysis is performed for all issues as defined by the projectDesign: * Design appropriate metrics for reporting on key performance and quality indicatorsparticularly in terms of in-depth trend analysisMaintenance: * Responsible for application upgrades; ensuring troubleshooting post upgrades; in general maintenance of the entire systemDevelop Strategies: * Lead should develop strategies to mitigate issues arising from existing problemsInnovative Value-adds: * Responsible for identifying and developing innovative value adds that benefit the project/customer/organizationEscalations: * Ensures that escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of Contact.Skill Examples: * Extensive knowledge and experience in managing and triaging Production Support incidents and issues

Experience working with distributed teams in different time-zones
Strong commitment to quality and engineering excellence
Ability to take up new challenges and explore new technology/tools
Ability to co-ordinate among multiple teams and bring out the best in team work
Ability to handle critical customer escalations and manage under highly stressful situations
Strong communication skills
Able to work in a high paced dynamic and culturally diverse environment
High level of commitment initiative enthusiasm and vision
Excellent presentation and interpersonal skills
Prioritize workload; providing timely and accurate resolutions

Knowledge Examples:

Appropriate software programs / modules
Able to give knowledge transitions to the team when required
Experience in supporting enterprise customers
Provide estimates for candidate Enhancement and Defect work to be included in release
Operating Systems and software platforms
Integrated development environment (IDE)
Agile methods
Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:Tableau expert – 8-10 yrs experience. Working knowledge of Tableau & experience in developing tableau reports Good SQL knowledge . Ready to work in shifts . Strong communication skills. ETL OPS – L3 resources with strong knowledge & hands on ETL OPS. Very good SQL skills. Knowledge of scheduling tools – Autosys. Good communications skills. Able to lead discussion with Customer teams & business teams. Knowledge of Data bricks is an advantage . ready to work in shifts. GO getter attitude.Skills:Tableau,ETL OPS,SQL,Data bricksAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST

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