Associate II - Production Support

Experience Range: 2 to 5 yearsHiring Locations: Chennai, Trivandrum, KochiRole Description:As aProduction 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 \u2013 IntermediateAWS \u2013 Basic knowledgeJava \u2013 Basic understanding for troubleshootingApplication monitoring toolsJIRA or similar ticket management toolsKnowledge of ServiceNow or any ITSM toolIncident tracking and SLA reportingGood-to-Have Skills:Understanding of Agile methodologiesFamiliarity with infrastructure concepts and CI\/CD pipelinesExperience with automation or scripting for process improvementKnowledge of domain-specific tools depending on the customer applicationSoft Skills:Excellent verbal and written communicationStrong documentation and reporting skillsCustomer handling and stakeholder managementProblem-solving mindsetTeam player with mentoring abilitiesAbility to work under pressure and multitaskProactive attitude in process improvement and knowledge sharingKey Measures of Success:Adherence to SLAs and MTTR targetsReduction of repeat issues and known defectsTimely and accurate reporting and dashboard publicationCompletion of required certifications and trainingNumber of production issues resolved effectivelyQuality of documentation and knowledge transferContribution to service improvement initiatives ","