UST Hiring for Associate II – Production Support at Thiruvananthapuram, Kerala Full Time

Outcomes:
Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues

Monitor triage and resolve all issues pertaining to systems/applications/infrastructure tools in production

Identify diagnose and resolve L-2 issues for end users over the phone chats and/or via email

Resolve production issues with proper approach and follow standards and security guidelines with very minimal support

Effectively interact with other stakeholders through all channels; articulating their inputs

Optimise efficiency cost and quality by identifying opportunities for automation/process improvements

Mentor Trainee Associate and Associate I – Production Support to become more effective in their roles

Ensures that requests for support are properly logged and resolved per the Service Level Agreements according to agreed standards and procedures

Learn business domain and system domain; individually and as recommended by the project/account

Attain technical knowledge for troubleshooting/resolving any reported production issues

Set FAST goals and seek feedback for FAST goals

Measures of Outcomes:
Adherence to engineering process and standards

Adherence to schedule / timelines

Adhere to SLAs where applicable

# of issues fixed

# of non-compliance issues with respect to SOP

Reduction of reoccurrence of known defects

Quick turnaround of production bugs

Completion of applicable technical/domain certifications

Completion of all mandatory training requirements

Outputs Expected:
Issue Resolution:
Identify

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 trainings 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 ensures users and other interested parties are kept informed.

Document:
Create documentation for one’s own work

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

Problem solving approach

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)

Software life cycle methodology E.g. Agile methods

Knowledge base of customer domain and sub domain where problem is solved

Proactively ensure the highest levels of systems availability

Additional Comments:
Job description – L1/L2 Responsibilities • Act as customer point of contact (L1). • Log, update and track customer escalations and service requests. • Triage the tickets and escalate as appropriate. • Coordinate SLA calculations and own SLA reporting • Make sure the support tickets are up to date and own till closure. • Collaborate with higher levels (L3/L4) to resolve application issues. • Ensure completeness of tickets raised by the customers and do basic investigations • Initiate incident meetings during critical issues and ensure regular updates to relevant stakeholders. • Work in different time zones being in 24/7 support model. • Handle service requests and incidents with SOPs in place. • Maintain the run book and SOPs Skills • Excellent verbal and writing communication, interpersonal and analytical skills. • Exposure with ticketing tools like JIRA • Great team player with the ability to work with minimal supervision. • Should be customer focused and empathetic. • Quick learner and have business awareness. • Should have good collaboration skills. • Basic technical skills like SQL scripting, basic Linux commands etc. are desirable. Experience: 1-4 years of IT experience as Service Desk / Helpdesk engineer.