Job
Description
You will be responsible for independently supporting customer applications by monitoring and resolving system issues. Your key responsibilities will include understanding the application/feature/component and resolving issues reported by Business users, creating required SOPs/Runbooks, monitoring, triaging, and resolving higher severity issues related to systems/applications/infrastructure tools for end users, identifying problem patterns and suggesting better resolution techniques, optimizing efficiency, cost, and quality through automation/process improvements, proactively identifying and addressing issues/defects/flaws in applications, assisting Lead 1 Production Support in troubleshooting and issue resolution, mentoring Trainee Associate and Associate I II - Production Support, acting as the technical Subject Matter Expert (SME) for troubleshooting and resolving production incidents/tickets/issues, and learning the business domain technology and system domain individually and as recommended by the project/account. You will be evaluated based on your adherence to engineering process and standards, adherence to schedule/timelines, adherence to SLAs, number of issues resolved, number of non-compliance issues with respect to SOP, reduction of reoccurrence of known defects, quick turnaround of production bugs, defined productivity standards for the team, number of new runbooks created, number of production jobs automated, number of new monitoring dashboards introduced, completion of applicable technical/domain certifications, and completion of all mandatory training requirements. Your outputs are expected to include analyzing and resolving incidents/tickets within the optimal MTTR (Mean Time To Resolve), attending need-based domain/project/technical trainings, providing need-based training to juniors on the team, escalating problems to appropriate individuals/support team based on established guidelines and procedures, creating documentation for your work, identifying opportunities for automation/process improvements, mentoring juniors on the team, setting FAST goals and providing feedback on FAST goals to mentees, reporting the status of assigned tasks, complying with project-related reporting standards/process, absorbing and contributing to project-related documents in SharePoint libraries and client universities, adhering to the release management process, and demonstrating skills such as identifying, triaging, and resolving customer-reported issues, developing runbooks, SOPs, and dashboards, problem-solving, ensuring high levels of quality, being a team player, possessing good written and verbal communication abilities, and proactively seeking and offering help. Additionally, you should 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 minimal support while following standards and security guidelines, interact effectively with stakeholders through all channels, articulate their inputs, optimize efficiency, cost, and quality through automation/process improvements, mentor Trainee Associate and Associate I - Production Support to enhance their effectiveness, ensure requests for support are properly logged and resolved per Service Level Agreements, according to agreed standards and procedures, learn the business domain and system domain individually and as recommended by the project/account, and attain technical knowledge for troubleshooting/resolving any reported production issues. Your skills should include proficiency in MS Office, SQL, ETL, and monitoring tools.,
