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

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:
Application Support Analyst Role description Responsibilities: o L1supportthatbroadlyincludesuserqueryresolution,useradministrationtasks (creating/updating users, password resets etc), enhance user manuals, knowledge base etc o L2 tasks including simple configurations, basic troubleshooting, providing extracts for regulatory or statutory requirements, debug Azure logs/restart services etc. o Ensure resolution of tickets per agreed SLA definitions. o Extending documentation: process, troubleshooting, including input into incident reports & Problem Management Core Skills & Competencies: o Technical skills in .NET and SQL application enhancement & maintenance o Basic understanding of deploying the application on Azure Cloud o Good Understanding of Azure Application Insights to debug potential application services Preferred Qualities: o Someone who loves getting things done o Ability to handle multiple tasks at the same time and prioritise appropriately o Ability to clearly and concisely communicate, both written and verbal, with technical and business stakeholders appropriately o Excellent analytical and problem-solving skills o Exceptional at collaborating with both technical and non-technical people o Highly organised with a strong eye for detail o Good with feedback, continually looking to improve and develop ? Agile Experience