UST global Hiring for Associate Iii Production Support at Thiruvananthapuram, Kerala, India Full Time

Job 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:

Requirements: . 3+ years of experience developing and/or administering software in the public cloud (GCP is preferred or AWS). GCE/ Data proc clusters (spark or map reduce) job creation /Dataflow apache beam with data encryption/decryption . 3+ years of experience developing and/or administering software in the public cloud (GCP is preferred or AWS). GCE/ Data proc clusters (spark or map reduce) job creation /Dataflow apache beam with data encryption/decryption . 4+ years of experience in Python, Ruby, Bash, Java, Go, Perl, JavaScript and/or node.js Production / Application Support. . 4+ years of experience in System administration skills, including automation and orchestration and/or containers (Docker, Kubernetes, etc.). Cluster installation/container deployments using terraform. . 4+years of experience with CI/CD tooling and practices; Building Pipelines and supporting/ maintaining. . Knowledge of J2EE/Web/Application server and troubleshooting application/server logs. . Data proc/data flow tuning and GKE optimization. . Exposure and experience in the cloud monitoring/logging(stack driver) design/data modeling, Cloud watch/Cloudability, Postgres and spark/map reduce/Big Query is a huge plus. . Exposure to reporting and creating Dashboards. (preferably tableau)