Associate II - Product Support

Thiruvananthapuram, Kerala Kochi, Kerala
Permanent
Full-time

Just now

Job Description:Role Proficiency:Provide helpdesk support for all customer roll outs under supervision from Leads and Managers.Outcomes: * Configure and test the product with directions from the lead for product development implementation and release. Ensure on time delivery and support to meet client requirements in accordance with product and project specifications

Respond to user inquires through various communication channels including phone email chat etc. Answer questions regarding how to use the product and tool features to accomplish their specific tasks or milestones.
Provide product support to users; enhancing their overall product and service experience
Understand and analyse the business and technical requirements and the impact to the
product application or system
Development configuration customization migration conversion maintenance and the testing small to medium non-complex components of project/product module
Work closely with product teams to ensure ticket closure
Impress the customer through every interaction

Measures of Outcomes: * Reduce the number of calls / reports to Operational Team

Zero major incidents (like blocker bugs or data-loss) reported by the Client
Adherence to schedules
Number of components reused
Customer process compliance
Assessment on product-based training / skill sets / project-based feedback
Compliance to support playbook standards and guidelines
Compliance to the industry domain standards and guidelines
Number of training sessions on products in a quarter

Outputs Expected:Implementation & Support: * Follow product standardsquality assurance norms and guidelines * Conduct peer reviews during implementation and supportLog peer review defects in the appropriate tool * Provide support to the Senior Product Specialist in defect analysis and resolution

Participate in deployment activities; reviewing all deliverables as per the delivery checklist

preparing/reviewing deployment document and mock testing all deliverables * Develop reusable components

Assist in the creation of product based KT document

for the customerTesting: * Create test cases. Share the test documents with the customer for reviewProduct Consulting & Delivery: Project Management: * Provide input for estimationimpact analysis within area of responsibility. Report time
effort and status accurately * Participate in periodic internal review meetings. Report status regularly to the Senior Product Specialist / Product Consultant.Knowledge Management: * Contribute towards updating knowledge assets.Skill Examples: * Ability to troubleshoot issues with Products Engineering and services

Capable of identifying and resolving obstacles a creative problem solver.
Strong communication and documentation skills.
Reliable with good time management skills
Excellent problem-solving skills
Uses Domain / Industry knowledge to independently understand while interacting with SME at various stages of the development
Uses UST and other chosen COTS Product Features / Functionality knowledge to understand the technical/functional dependencies of the product workflow/custom component (native and outside product). Independently analyse the customizations needed and performed to the base product. Apply best practices in her/her own area of responsibility

Knowledge Examples:

Knowledge in Product development
Knowledge in DevOps and CI/CD tools
Experience in product deployment and implementation processes
Domain / Industry: A working knowledge of standard business processes within the relevant industry vertical customer business domain
UST and other chosen COTS Product Features / Functionality: Comprehension (awareness) of functionality of a specific product
Different Implementations: Demonstrates operational knowledge of 1 or more different kinds of implementations (upgrade new implementation conversion / migration enhancements maintenance interfaces testing) for a specific product
Technology Concepts: Demonstrates working knowledge of technology (OS languages applications databases concepts data models etc.) technology landscape
Configuration Management: Demonstrates functional knowledge of configuration items configuration management tools and processes
Software Development Process Tools & Techniques: Demonstrates working experience of SDLC process (e.g. Waterfall Agile XP) programming principles best practices (refactoring code code package etc.) Testing Process Tools & Techniques: Demonstrates operational knowledge of various test design and execution techniques. Applies best practices in testing related to different aspects (including performance usability security) concepts and principles related to test design & test results analysis
Project Metrics: Awareness of the basic project metrics (e.g. effort defect)
Requirement Gathering and Analysis: Demonstrates basic knowledge of functional requirements
Knowledge Management Tools & Techniques: A basic knowledge of industry knowledge management tools (such as portals wiki) as well as UST and customer knowledge management tools techniques (such as workshops classroom training self-study application walkthrough and reverse KT)
Technical Standards Documentation & Templates: Fundamental knowledge of various document templates and standards (such as business blueprint design documents and test specifications)

Additional Comments:Job description – L1 Production Support We are seeking candidates who bring: • At least 3 years of production support experience in IT environments. • Foundational knowledge of Java, including debugging or integration tasks. • Basic proficiency in Java, databases, and SQL, sufficient for troubleshooting and support tasks. These new hires will support our multi-state production environments, ensuring smoother operations and timely incident response across our TechOps infrastructure. Key Responsibilities • Incident & Issue Management o Respond swiftly to production incidents, diagnose and troubleshoot system and application issues, and work with developers or infrastructure teams for root cause resolution. • Collaboration & Communication o Liaise with development, QA, infrastructure, and business teams to understand feature impacts and resolve escalations. • Shift & On-Call Support o Participate in on-call rotation or night shifts to ensure 18*5 operational coverage, as necessary. • System Monitoring & Performance o Monitor application health o Identify performance bottlenecks and coordinate remediation efforts. • Release & Change Support o Assist with production deployments, patches, and updates while following change-control processes and ensuring operational stability. • Documentation & Knowledge Management o Maintain operational runbooks, SOPs, FAQs, and incident logs. Ensure knowledge sharing across the team.Skills:Production Support,Java,Debugging,TroubleshootingAbout 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.

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