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UST Global Hiring for Associate III – Production Support at Thiruvananthapuram Full Time
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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:
Additional Comments:
None