Associate III - Production Support

UST Healthproof

2 - 5 years

4 - 7 Lacs

kochi chennai thiruvananthapuram

Posted:2 hours ago| Platform:

Apply

Skills Required

automation service level production support agile dbms troubleshooting ms office release management monitoring sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ms Office,Sql,Etl,Monitoring ","description":"

Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 Production Support

Outcomes:

Understand the application\/feature\/component and issues related to the same from Business users to resolve issues and create required SOPs\/Runbooks
Monitor triage and resolve higher severity issues pertaining to systems\ / applications\ / infrastructure tools for end users via phone chats and\/or via email
Identify the problem patterns and suggest better resolution techniques
Optimise efficiency cost and quality by identifying opportunities for automation\/process improvements
Proactively identify issues\/defects\/flaws in application; take necessary measures to address
Assist Lead 1 Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
Act as the technical SME for troubleshooting\/resolving any reported production incident\/ticket\/issue
Learn business domain technology and system domain individually and as recommended by the project\/account

Measures of Outcomes:
1. Adherence to engineering process and standards
2. Adherence to schedule \/ timelines
3. Adhere to SLAs where applicable
4. # of issues resolved
5. # of non-compliance issues with respect to SOP
6. Reduction of reoccurrence of known defects
7. Quick turnaround of production bugs
8. Defined productivity standards for the team
9. # of new runbooks created
10. # of production jobs automated
11. # of new monitoring dashboards introduced
12. Completion of applicable technical\/domain certifications
13. Completion of all mandatory training requirements
  
  Outputs Expected:
  
  Issue Resolution:
  1. Analyse and resolves the incidents\/tickets within the optimal MTTR (Mean Time To Resolve)
    
    Training:
    1. Attends one on one need-based domain\/project\/technical trainings as needed
    2. Provides need-based training to juniors on the team
      
      Escalation:
      1. Escalate problems to appropriate individuals\/support team based on established guidelines and procedures.
      2. Where applicable
        monitor progress of requests for support and ensure users and other interested parties are kept informed.
        
        Document:
        
        Create documentation for ones own work
        
        Automation:
        
        Identify opportunities for automation\/process improvements that help in optimising cost and improving quality
        
        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
        
        Develop runbooks SOPs and dashboards
        
        Problem solving approach
        
        Manage and guarantee high levels of quality
        
        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)
        
        DBMS
        
        Programming Languages
        
        Software life cycle methodology E.g. Agile methods
        
        Knowledge base of customer domain and about sub domain where problem is solved
        
        Proactively ensure the highest levels of systems availability
        
        Agile methods
        
        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 ","nan

More Jobs at UST Healthproof

Consultant II

Kochi, Chennai

4 - 7 yrs

INR 9 - 13 Lacs

Lead I - Product Implementation

Kochi, Chennai

2 - 8 yrs

INR 9 - 14 Lacs

Associate II - Data Engineering

Kochi, Chennai

2 - 5 yrs

INR 7 - 11 Lacs

Developer III - Java\/Angular Developer \u2013 Enterprise

Kochi, Chennai, Thiruvananthapuram

5 - 8 yrs

INR 11 - 15 Lacs

Developer III - Software Engineering

Kochi, Chennai, Thiruvananthapuram

4 - 9 yrs

INR 11 - 15 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.