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Associate II - Production Support

Associate II - Production Support

UST

0 years

0 Lacs

trivandrum kerala india

Posted:2 weeks ago| Platform:

Apply

Skills Required

support monitoring resolve triage security efficiency automation service troubleshooting engineering schedule compliance training escalation documentation mentoring reporting report management communication software development agile sql etl

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

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

Outcomes

Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues
Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production
Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email
Resolve production issues with proper approach and follow standards and security guidelines with very minimal support
Effectively interact with other stakeholders through all channels; articulating their inputs
Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures
Learn business domain and system domain; individually and as recommended by the project/account
Attain technical knowledge for troubleshooting/resolving any reported production issues
Set FAST goals and seek feedback for FAST goals

Measures Of Outcomes

Adherence to engineering process and standards
Adherence to schedule / timelines
Adhere to SLAs where applicable
# of issues fixed
# of non-compliance issues with respect to SOP
Reduction of reoccurrence of known defects
Quick turnaround of production bugs
Completion of applicable technical/domain certifications
Completion of all mandatory training requirements

Outputs Expected

Issue Resolution:

Identify analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)

Training

Attends one on one need-based domain/project/technical trainings as needed
Provides need-based trainings to juniors on the team

Escalation

Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
Where applicable monitor progress of requests for support and ensures users and other interested parties are kept informed.

Document

Create documentation for one's own work

Mentoring

Mentor juniors on the team
Set FAST goals and provide feedback of FAST goals to mentees

Status Reporting

Report status of tasks assigned
Comply with project related reporting standards/process

Manage Knowledge

Absorb and contribute to project related documents share point libraries client universities

Release

Adhere to release management process

Skill Examples

Identify triage and resolve issues reported by customer
Log monitor and report issues as defined by SLAs
Problem solving approach
Team Player Good written and verbal communication abilities
Proactively ask for help and offer help

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 : 1. Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues 2. Monitor, triage and resolve all issues pertaining to systems/applications/infrastructure tools in production 3. Identify, diagnose, and resolve L-2 issues for end users over the phone, chats and/or via email 4. Resolve production issues, with proper approach and follow standards and security guidelines with very minimal support 5. Effectively interact with other stakeholders through all channels; articulating their inputs 6. Optimise efficiency, cost and quality by identifying opportunities for automation/process improvements 7. Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles 8. Ensures that requests for support are properly logged and resolved per the Service Level Agreements, according to agreed standards and procedures 9. Learn business domain and system domain; individually and as recommended by the project/account 10. Attain technical knowledge for troubleshooting/resolving any reported production issues

Skills

Ms Office,Sql,Etl,Monitoring

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Associate II - Production Support

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Role Description

Outcomes

Measures Of Outcomes

Outputs Expected

Training

Escalation

Document

Mentoring

Status Reporting

Manage Knowledge

Release

Skill Examples

Knowledge Examples

Additional Comments

Skills

More Jobs at UST