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Associate II - Production Support

Associate II - Production Support

UST

0 years

0 Lacs

chennai tamil nadu india

Posted:4 days ago| Platform:

Apply

Skills Required

support monitoring management triage resolve chat compliance collaboration communication initiation documentation automation training reporting tracking report sql aws java jira logging updating coordination dashboard publishing agile itil linux unix troubleshooting scripting collaborative adaptability

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Hiring Locations:

Chennai, Trivandrum, Kochi

Role Description

The Production Support Engineer will support customer systems, applications, and infrastructure by monitoring, triaging, and resolving system issues with minimal guidance. This role requires working closely with business users, stakeholders, and technical teams to ensure smooth operations, adherence to SLAs, and effective incident resolution.

Key Responsibilities

Issue Management & Resolution:

Monitor, triage, and resolve all issues related to systems/applications/infrastructure in production.
Identify, diagnose, and resolve L2 issues via phone, chat, or email.
Ensure all issues are logged and tracked per SLA and SOP compliance.
Proactively reduce recurrence of known defects.

Collaboration & Communication

Coordinate with stakeholders and provide timely updates on critical issues.
Act as POC for customer escalations and requests.
Facilitate and own SWAT call initiation and updates.

Process Improvement & Documentation

Identify automation opportunities and process optimizations.
Maintain accurate and updated documentation.
Participate in release management processes.

Training & Mentorship

Mentor junior team members (Trainee Associates and Associate I).
Conduct need-based technical/domain training.

Reporting & Tracking

Track and report SLA adherence.
Publish weekly and monthly dashboards.
Review support ticket patterns for improvement opportunities.

Mandatory Skills

Technical:

SQL basics
AWS fundamentals
Java (basic understanding for support purposes)
Application monitoring tools
JIRA (ticket management)

Operational:

SLA tracking & reporting
Support ticket lifecycle management (logging, categorizing, allocating, updating, resolution, and closure)
SWAT call coordination
Dashboard and report publishing

Communication:

Excellent written and verbal communication skills
Strong documentation skills
Customer management experience

Good To Have Skills

Knowledge of Agile methodology
Prior exposure to ITIL processes
Basic Linux/Unix commands for troubleshooting
Automation scripting for support tasks

Soft Skills

Problem-solving mindset
Proactive and collaborative team player
Ability to work under pressure and meet SLAs
Strong attention to detail
Quick learner with adaptability to new tools and processes

Skills

Monitoring,Sql,Aws,Java

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Associate II - Production Support

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Role Description

Hiring Locations:

Role Description

Key Responsibilities

Issue Management & Resolution:

Collaboration & Communication

Process Improvement & Documentation

Training & Mentorship

Reporting & Tracking

Mandatory Skills

Good To Have Skills

Soft Skills

Skills

More Jobs at UST