Associate II - Production Support

2 - 3 Years
1 Opening
Chennai, Kochi, Trivandrum

Role Proficiency:

Support customer systems/applications/infrastructure by monitoring triaging and resolving the system issues under very minimal guidance

Outcomes:

Measures of Outcomes:

Outputs Expected:

Issue Resolution:

Training:

Escalation:

Document:

Mentoring:

Status Reporting:

Manage knowledge:

Release:

Skill Examples:

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 – 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.

Product Support,Java,Debugging,troubleshooting