Associate II - Production Support

Thiruvananthapuram, Kerala Kochi, Kerala
Permanent
Full-time

29 days ago

Job Description:Role Proficiency:Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidanceOutcomes: * Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues

Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production
Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email
Resolve production issues with proper approach and follow standards and security guidelines with very minimal support
Effectively interact with other stakeholders through all channels; articulating their inputs
Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures
Learn business domain and system domain; individually and as recommended by the project/account
Attain technical knowledge for troubleshooting/resolving any reported production issues
Set FAST goals and seek feedback for FAST goals

Measures of Outcomes: * Adherence to engineering process and standards

Adherence to schedule / timelines
Adhere to SLAs where applicable
# of issues fixed
# of non-compliance issues with respect to SOP
Reduction of reoccurrence of known defects
Quick turnaround of production bugs
Completion of applicable technical/domain certifications
Completion of all mandatory training requirements

Outputs Expected:Issue Resolution: * Identifyanalyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)Training: * Attends one on one need-based domain/project/technical trainings as needed

Provides need-based trainings to juniors on the team

Escalation: * Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Where applicable

monitor progress of requests for support and ensures users and other interested parties are kept informed.Document: * Create documentation for one's own workMentoring: * Mentor juniors on the team

Set FAST goals and provide feedback of FAST goals to mentees

Status Reporting: * Report status of tasks assigned

Comply with project related reporting standards/process

Manage knowledge: * Absorb and contribute to project related documentsshare point
libraries
client universitiesRelease: * Adhere to release management processSkill Examples: * Identify triage and resolve issues reported by customer

Log monitor and report issues as defined by SLAs
Problem solving approach
Team Player Good written and verbal communication abilities
Proactively ask for help and offer help

Knowledge Examples:

Appropriate software programs/modules/ tools
Operating Systems and software platforms
Integrated development environment (IDE)
Software life cycle methodology E.g. Agile methods
Knowledge base of customer domain and sub domain where problem is solved
Proactively ensure the highest levels of systems availability

Additional Comments:Job Description - Excellent written & verbal communication Documentation skills Customer management JIRA tool management Basic technical skills- SQL, AWS, JAVA Support Tickets management Application monitoring POC for customer escalations & requests Own SWAT call initiation Own stakeholder updates on critical issues SLA tracking and reporting Publish weekly and monthly dashboards L1 level ticket resolution Service improvements Tickets Logging, categorizing, allocating, follow-up, updating user, resolution & closure. Attend L1 level tickets like upload files, copy files etc. Co-ordinate SWAT calls and give regular updates to leadership team. Periodic review and analysis of support tickets, to identify improvement and streamlining opportunities. Keep documentations up to dateSkills:Monitoring,Sql,Aws,JavaAbout 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

Apply Now