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Associate III - Production Support

Associate III - Production Support

UST

0 years

0 Lacs

coimbatore tamil nadu india

Posted:3 weeks ago| Platform:

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Skills Required

support monitoring resolve triage efficiency automation troubleshooting technology engineering schedule compliance training escalation documentation mentoring reporting report management communication software development programming agile service jira kubernetes messaging linux unix sql analysis logistics manufacturing

Work Mode

On-site

Job Type

Full Time

Job Description

Role 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

Adherence to engineering process and standards
Adherence to schedule / timelines
Adhere to SLAs where applicable
# of issues resolved
# 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
# of new runbooks created
# of production jobs automated
# of new monitoring dashboards introduced
Completion of applicable technical/domain certifications
Completion of all mandatory training requirements

Outputs Expected

Issue Resolution:

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 training 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 ensure users and other interested parties are kept informed.

Document

Create documentation for one's 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

IT Application Infra Operation 24x7 L1 o Incident and Problem Management o Monitoring the application

Hands on experience on service desk tool (JIRA /SMT)
Experience with Kubernetes, Open Shift will be added advantage
Good working knowledge on any one of messaging platforms (MQ/Solace/Kafka)
Good working knowledge on Linux/Unix environment
Hands on Experience in Monitoring solutions like Grafana / NewRelic
Good knowledge on SQL and basic knowledge on database
Excellent (written and verbal) communication skills in English
Analytical skills for log analysis and troubleshooting
Domain knowledge in logistics and manufacturing context, eager to learn new topics in an agile fast changing environments

Skills

It Infrastructure Support,Jira,Smt

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