Lead II - T24 Production Support

Role Overview: As a Support Lead, your role involves handling support related issues by leading and guiding the team to manage the support issue resolution within defined timelines. You will also assist the project manager in day-to-day project execution. Key Responsibilities: - Co-ordinate and promote the effective functioning of incident/problem management activities across all support teams - Contribute to the planning of application/infrastructure releases and configuration changes - Ensure Root Cause Analysis of all reported issues are completed within the timelines and permanent fixes are implemented to prevent issue re-occurrence - Maintain knowledge base of known support issues and resolutions - Create and maintain application support service catalogue in coordination with other internal application teams - Ensure application monitoring mechanisms and performance tuning processes are in place - Provide input to the implementation backup and roll-back plans - Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers - Create monthly performance reports and publish to stakeholders - Handle critical customer escalations and manage appropriate stakeholder communications - Organize, facilitate, and lead technical teams to work to resolve major incidents - Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support - Develop strategies to allow Application Support to manage resultant problems - Understand departmental and company policies, procedures, and business practices - Mentor all team members to become more effective in their roles and coach them on their career aspirations Qualifications Required: - Extensive knowledge and experience in managing and triaging Production Support incidents and issues - Experience working with distributed teams in different time-zones - Strong commitment to quality and engineering excellence - Ability to take up new challenges and explore new technology/tools - Ability to co-ordinate among multiple teams and bring out the best in teamwork - Ability to handle critical customer escalations and manage under highly stressful situations - Strong communication skills - Able to work in a high-paced dynamic and culturally diverse environment - High level of commitment, initiative, enthusiasm, and vision - Excellent presentation and interpersonal skills - Prioritize workload; providing timely and accurate resolutions Company Details: UST is a global digital transformation solutions provider with over 30,000 employees in 30 countries. UST partners with clients from design to operation, embedding innovation and agility into their organizations to make a real impact through transformation. Powered by technology and inspired by people, UST builds for boundless impact, touching billions of lives in the process.,