Associate II - Production Support

2 - 3 Years
1 Opening
Chennai, Kochi, Trivandrum

Experience Range: 2 to 5 years
Hiring Locations: Chennai, Trivandrum, Kochi

Role Description:

As a Production Support Analyst, you will monitor, triage, and resolve application/system/infrastructure issues in a production environment with minimal guidance. This role involves L1/L2 support, SLA adherence, documentation, and proactive stakeholder communication to ensure smooth operations and continuous service improvement.

Key Responsibilities:

• Monitor systems, applications, and infrastructure tools in production environments.

• Understand business requirements and troubleshoot issues reported by end users.

• Identify, analyze, and resolve L1 and L2 incidents/tickets within optimal MTTR.

• Provide support via phone, chat, or email with minimal supervision.

• Own and coordinate SWAT calls and critical incident communications.

• Serve as point-of-contact (POC) for customer escalations and requests.

• Maintain and improve system uptime and SLA compliance.

• Ensure documentation is current and knowledge is shared with the team.

• Mentor junior associates and support their technical development.

• Track and report SLA metrics, weekly/monthly dashboards, and support analytics.

• Follow release management and change control procedures.

Mandatory Technical Skills:

• SQL – Intermediate

• AWS – Basic knowledge

• Java – Basic understanding for troubleshooting

• Application monitoring tools

• JIRA or similar ticket management tools

• Knowledge of ServiceNow or any ITSM tool

• Incident tracking and SLA reporting

Good-to-Have Skills:

• Understanding of Agile methodologies

• Familiarity with infrastructure concepts and CI/CD pipelines

• Experience with automation or scripting for process improvement

• Knowledge of domain-specific tools depending on the customer application

Soft Skills:

• Excellent verbal and written communication

• Strong documentation and reporting skills

• Customer handling and stakeholder management

• Problem-solving mindset

• Team player with mentoring abilities

• Ability to work under pressure and multitask

• Proactive attitude in process improvement and knowledge sharing

Key Measures of Success:

• Adherence to SLAs and MTTR targets

• Reduction of repeat issues and known defects

• Timely and accurate reporting and dashboard publication

• Completion of required certifications and training

• Number of production issues resolved effectively

• Quality of documentation and knowledge transfer

• Contribution to service improvement initiatives

Monitoring,Ticket Management,Sla Management